Create a card dispute service case

An agent can begin the card dispute or report a dispute by creating a dispute case on behalf of a customer.

Before you begin

Role required: sn_bom_credit_card.dispute_agent, sn_bom_credit_card.dispute_agent_connector, or sn_bom_credit_card.contributor

Note:

The applicable universal contributor role can also be assigned to create a case. For more information, see User roles and FSO Business rules.

Important:

For the agent connector or contributor role to work, they must be combined with one of the roles in CSM industry data model or Contributor users. For more information, see Roles and Personas.

Procedure

1. Navigate to All > Financial Services Operations > Workspace.
2. Select the lists icon.
3. Create a case from the dispute service case list or an interaction record.

   Option	Steps
   Dispute case from the dispute case list	In the Lists tab, under Card disputes service cases, click All. Select New.
   Dispute case from an interaction record	In the Lists tab, under Interactions, click My Interactions. Open the required interaction record for the customer. Select Create Case. For information on how to create an interaction, see Create an interaction.

4. In the Create a new case dialog box, select Card disputes services from the category list.
5. From the Select service list, select Dispute card transactions.
6. Select Create.

Result

• A dispute service case is created in the New state.
• The dispute agent can continue working through the Initiate phase of the case. See Initiate a dispute.