Processing a dispute case with the Card Dispute Transaction playbook

On the Processing tab of the card disputes playbook, all disputed transactions in a card dispute case are displayed on a dashboard. The tab also provides transaction information such as dispute amount, transaction date and time, merchant, transaction state, current activity, and activity SLA.

After a dispute case is submitted, the system generates a playbook for each disputed transaction. Each transaction dispute playbook contains the Investigate and Chargeback stages. As the dispute proceeds, the appropriate stage is updated respectively. To open a transaction level playbook, select the Transaction ID.

• Investigate stage
  The Investigate stage of the card dispute playbook, perform tasks such as issuing provisional credit, reviewing participating merchant alerts, and investigating the transaction.
• Chargeback stage
  This stage enables you to report fraud, initiate chargeback, associate dispute transactions, and review merchant representment evidence, create and review pre-arbitration, and case filing. Visa transactions comprises of two workflows for pre-arbitration and arbitration: collaboration workflow and allocation workflow.

Tâches associées

• Summarize a dispute or claims case with case summarization