Work on a dispute case

Work on a card dispute case to review case information, ensure that any outstanding tasks are completed, and resolve the service request.

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

When a customer requires resolution of a dispute, an agent initiates a case and updates dispute transaction details, triggering a workflow for the transaction. Throughout the workflow, dispute agents complete their assigned tasks, and the statuses of tasks associated with the case update. Depending on the task updates, a workflow might have additional or fewer tasks. If there are more than one disputed transactions associated with a case, the case remains open until the workflows for each transaction are completed and closed.

Use the case playbook that provides the activities and tasks required to research and complete the request. Tasks in the playbook activities are also available in the Tasks tab of the case.

Procedure

1. Navigate to All > Financial Services Operations > Workspace.
2. Select the lists icon ().
3. In 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.
   To work on a case that is not assigned to you yet, assign it to yourself by selecting Assign to me.
5. Select the Playbook tab.
   The case playbook guides fulfillers through the steps that are involved in resolving a case.
6. Use the activities and tasks under the following playbook stages to fulfill the request and resolve the case:
   • Initiate- This stage enables you to enter dispute information, verify dispute transactions, and submit the case.
   • Investigation- This stage enables you to determine the recovery option, write off a transaction amount, provide immediate final credit, notify the merchant, initiate provisional credit, determine reverse provisional credit, and investigate the transaction.
   • Chargeback- This stage enables you to report fraud, initiate chargeback, review merchant representment evidence, and refund a merchant.
   Any tasks generated during playbook activities appear in the Tasks tab of the case.
7. Optional: In the Work notes field, enter any comments.
8. Close the task from the task form.

   Case/Dispute activity	Action
   To update/complete dispute information	In the case playbook, select Mark complete.
   To submit a dispute case	In the case playbook, select Submit.
   To close investigation tasks To close chargeback tasks	In the task form, select Close to close the task.

Result

The tasks updates to Closed Complete.

• 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, verify dispute transactions, and submit the case for investigation.
• Investigating a dispute
  Complete tasks such as determining a recovery option, writing off a disputed transaction amount, and provide immediate final credit, notify the merchant, initiate provisional credit, determine reversal of provisional credit, and investigate the transaction.