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.
- Detect friendly fraud
Detect friendly fraud and determine the course of actions required depending on the amount being disputed, the customer relationship, and the outcome of the detection logic. - Manage customer communication
Provide a response and feedback to the customer for a decision made on a dispute, such as friendly fraud. - Issue provisional credit
Initiate temporary provisional credit to the card holder. - Determine recovery option for providing final credit
Complete the Recovery option task to choose whether to pursue chargeback for a transaction where final credit to the card customer will be provided. - Investigate transactions
If a merchant refuses a transaction dispute, the case may move to the manual investigation task. - Provide immediate final credit
Issue immediate final credit to the card holder. - Review participating merchant alerts
Alert the merchant about a card transaction dispute.
Parent Topic:Managing disputes without network integration