Dispute workspaces

  • Release version: Xanadu
  • Updated September 20, 2024
  • 1 minute to read

    • Dispute workspaces enhance the management of dispute resolution processes and consist of both the agent and manager workspaces.

    Dispute agent workspace

    The dispute agent workspace provides a single location for a dispute agent to process cases and tasks. An agent can use this workspace to respond to all task types, view the full context of an issue, and get relevant recommendations to help resolve issues.

    If you're a user with either the sn_bom_credit_card.admin or sn_bom_credit_card.dispute_agent role, you can access the dispute agent workspace.

    On the workspace landing page, as an agent, you can get a quick overview of the cases and tasks that you and your team are working on. The widgets help you and your team to monitor your workload, focus on high-priority items, and track your responsibilities.

    The workspace offers the following views for the users.
    • The workspace is simplified by implementing a process-based horizontal layout, reducing tabs and unnecessary activities. This allows dispute agents to focus on relevant tasks for each stage of the dispute.
    • The workspace contains widgets that display case information and state of transactions.
    • The case information widget provides you a summary of all the transactions that are being disputed and includes an email feature that enables agents to quickly send messages to customers.
    • The state of transactions widget shows you a list of all the disputed transactions, including the amount and their current state. Additionally, it shows you a list of resolved cases. After chargeback eligibility is determined, click the icon to view a tooltip summarizing the chargeback eligibility decision.
    • To eliminate the need for opening multiple tabs, a split view for tasks is incorporated. The list and form task are placed within the activity section of the playbook. To view the complete view of the card dispute transaction, click on Open in new tab.
    Note:
    The widgets and the data that are displayed in the widgets depend on your role.
    Dispute manager workspace

    As a dispute manager, you can work on your assigned cases and coordinate real-time updates on your team's cases from the dispute manager workspace.

    The workspace has a simple interface that provides you with a list of high-level summaries and the dashboards of the team cases, including:
    • Pending approval tasks
    • Team's open cases
    • SLA Breached Cases
    • SLA at risk
    Note:
    As a dispute manager, you can also act as a fullfiller and submit tasks for approval.