Allocation dispute workflow
In the allocation workflow, dispute agents work to resolve fraud and authorization disputes. Acquirers can choose to initiate pre-arbitration and arbitration, and issuers can respond. This is a part of the allocation dispute workflow for the Chargeback stage.
The transaction Dispute Workspace helps dispute agents in handling Fraud and Authorization within the Visa allocation workflow. The workspace includes key information such as case number, status, customer details, amount, transaction details, open and closed tasks, SLA and merchant details. The following table outlines the use case steps in this process.
| Activity | Description |
|---|---|
| Initiate chargeback and fill merchant response | Initiates the chargeback process and submits the dispute questionnaire to Visa. |
| Review and respond to a pre-arbitration request | 1. After the batch queue is triggered, the incoming pre-arbitration is reviewed and moves the transaction to the appropriate state. For more information on how to configure the batch queue, see Configure the Visa Queue Scheduler Flow 2. Reviews and responds to pre-arbitration details. |
| Review a case filing response and appeal the decision |
Note: An appeal can be created by either the acquirer or issuer. |
| Review a case filing appeal | 1. After the batch queue is triggered, receives an update on the appeal and moves the transaction to the appropriate state. 2. Reviews the appeal decision letter and decides if the dispute should be resolved or if further action is needed. |
| Convert provisional credit to final credit | Converts provisional credit to final credit if applicable and closes the task. |
| Reverse provisional credit | Reverses the provisional credit only for Imediate Provisional Credit, provided Reverse is selected in the previous task, and then closes the task. |
- Initiate chargeback and fill merchant response
This is a part of the allocation dispute workflow for the Chargeback stage. Initiate a chargeback request for the card network issuer to credit the card holder with the card network, and await a response from the merchant. - Review and respond to a pre-arbitration request
Review and respond to the pre-arbitration request created by the acquirer. - Review incoming case filing and appeal
Review the incoming case filing created by the acquirer and create an appeal if required. - Review a case filing appeal
Review a case filing appeal and obtain an acknowledgment from Visa.
Parent Topic:Chargeback stage