Resume a Disputes intake via Virtual Agent dispute case as an agent

As an agent, you can resume a card dispute case when a customer leaves a Virtual Agent chat in Disputes intake via Virtual Agent without submitting the dispute. Pick up where the customer left off and complete the details of the dispute case.

Before you begin

Role required: sn_bom_credit_card.dispute_agent, sn_bom_credit_card.dispute_manager

About this task

When a customer initiates a dispute intake by selecting Report a dispute in the chat window, a card dispute case is created. If a customer ends a conversation with Virtual Agent before submitting the card dispute, the case remains open in the case list. You can resume the case in Financial Services Workspace and submit it on the customer's behalf.

Procedure

1. Navigate to All > Financial Services Operations > Workspace.
2. Select the lists icon ().
3. Open a card disputes service case.
   An incomplete case may be in a New state and at the Initiate stage.
4. In the Initiate lane, select Resume dispute case.
5. Perform one of the following actions.

   Option	Description
   Customer has identified a disputed transaction	Review the disputed transaction details.
   Customer hasn’t identified a disputed transaction	Select the card account and disputed transactions.

   
6. Complete the remaining activities in the Initiate lane.
7. At the Submit dispute activity, select Submit.

Related concepts

• Overview of the Dispute Management workflow
• Create a case with Disputes intake via Virtual Agent