Dispute case handling
Card and payment disputes worked to a decision
How a run goes
The steps this agent takes, in order, and what each one leaves behind.
Reads the claim, the transaction and the merchant response
Opens the dispute case from the customer's claim, gathers the transaction record and the merchant evidence
Applies the dispute rules and drafts the decision
Applies the network rules and drafts the decision with the reason the customer will read
Updates the case and the customer letter
Tracks chargeback deadlines and flags the cases about to time out
Works in
Zendesk, Salesforce, ServiceNow
Zendesk, Salesforce, ServiceNowWhat it does
- Opens the dispute case from the customer's claim, gathers the transaction record and the merchant evidence
- Applies the network rules and drafts the decision with the reason the customer will read
- Tracks chargeback deadlines and flags the cases about to time out
Connects to
Need it to work differently?
Every agent can be changed: the steps it takes, the systems it uses and who approves what.