Configuring additional questions for Dispute Intake

Configure the questionnaire that appears for dispute agents or cardholders when they intiate a dispute.

Before you begin

Role required: admin and sn_bom_credit_card.admin.

Procedure

1. Navigate to All > System Definition > Tables.
2. Search for the Event Inquiry application.
   The Event Inquiry application stores all questions and automates the intake process, which helps gather detailed information for specific requests. For more information, see Dispute intake. Within this application, you will find two tables:

   • Intake Form [sn_evnt_inq_qtn]
   • Intake Form Label [sn_evnt_inq_question]
3. Select the Intake Form Label table.
4. Select Show List from the Related Links section.
5. Search for is_cardholder_denies_authorizing_ind within the Column name field to demonstrate how the table works.
   You will see two Table name entries within the Intake Form Label table:

   • The label tied to the Dispute Intake table appears to the dispute agent from the Financial Services Workspace.
   • The label tied to the Cardholder Dispute Intake table appears to the cardholder during intake on the portal.

   This example lets you change the wording for different users but keeps both labels connected to the same column, is_cardholder_denies_authorizing_ind, in this case.

6. Select New to add new labels for questionnaire.
7. Complete the required fields for the new label and select Submit.