Initiate a dispute

Begin a dispute case in Financial Services Card Operations for a transaction associated with a card account. You can enter dispute information, fill out the dispute questionnaire, upload supporting documentation, and submit the case for investigation.

Before you begin

Role required: sn_bom_credit_card.dispute_agent or sn_bom_credit_card.dispute_agent_connector

Important:

For the agent connector role to work, it must be combined with one of the CSM industry data model roles. For more information, see Roles and Personas.

About this task

You can dispute one or more transactions that are associated with a card account by creating a dispute case.

To create a new dispute service case, see Create a card dispute service case, and then continue this procedure from step 6 to initiate the case.

Procedure

1. Navigate to All > Financial Services Operations > Workspace.
2. Select the lists icon ().
3. On the Lists tab, under Card disputes service cases, open the case list.
   • For your assigned cases, select Assigned to me.
   • For all dispute cases, select All.
4. In the list, select the case to work on.
5. Select the Playbook tab.
   The case playbook guides fulfillers through the steps that are involved in resolving a case.
6. Under the Initiate playbook stage, fill in the required fields and any other related information.

   Activity	Description
   Select transaction	Provide information on the cardholder and the dispute, such as: The account or consumer name The category of the dispute The card account that was used for the disputed transaction The transaction being disputed
   Add more transactions	If the dispute category is Fraud, this activity appears. You may select additional transactions in the transactions list if there is more than one transaction being disputed. As transactions are added, they are updated in the State of transactions panel.
   Fill dispute questionnaire	Complete the dispute questionnaire by answering the questions. Note: This step appears if you have the Dispute Rules Content Pack for Visa or Dispute Rules Content Pack for Mastercard installed, and the disputed transaction took place on the respective card network.
   Document upload	Upload any supporting documentation at this step, such as order details, invoices, and conversations between parties.
   Submit dispute	Confirm the dispute amount and add any other comments regarding the disputed transaction. If you are using a dispute content pack, you may also see the reason code field available based on the submitted responses. For those using a Dispute Content Pack for US Regulations pack, there might be an option to indicate whether this is a new financial account, which impacts the applicability of the Service Level Agreement (SLA). Select the checkbox to acknowledge that you have read and understood the disclaimer.

7. Close the task from the playbook.

   Action	Dispute Activity
   Save changes	Save the dispute information task.
   Submit	When you select Submit, the system executes the chargeback eligibility rules in the background. These rules determine if the transaction is eligible for a chargeback, which is based on the answers that were provided in the questionnaire and the reason code. The chargeback eligibility information is recorded in the card disputes transaction.