Review participating merchant alerts for Visa disputes
Alert the merchant about a Visa card transaction dispute.
Before you begin
Role required: sn_bom_credit_card.dispute_agent or sn_bom_credit_card.dispute_agent_connector
Important: For the agent connector role to work, it must be combined with one of the CSM industry data model roles. For more information, see Roles and Personas.
About this task
During the investigation stage of a transaction dispute, this task alerts the merchant to the disputed transaction. The merchant can choose to resolve the disputed transaction or decline to resolve the dispute.
Procedure
Navigate to All > Financial Services Operations > Workspace.
Select the lists icon (
lists icon\).
In the Lists tab under Card disputes service cases, open the case list.
- For your assigned cases, select Assigned to me.
- For all dispute cases, select All.
- In the list, select which case you want to work on.
If you want to work on a case that isn't assigned to you yet, you can assign it to yourself by selecting Assign to me.
In the open task tab, select the dispute transaction.
The transaction opens in the Dispute workspace.
Select the Review participating merchant alerts from the Dispute workspace.
Fill in the required fields in the form, and any other related information that you have gathered.
In the Remarks field, enter any comments.
This step is optional.
Select one of the following actions.
Dispute activity Action To save changes to the activity Select Update. To close the activity Select Close task.
Result
The task state updates to Closed Complete. The outcome that the transaction sets to depends on the merchant's decision:
- If the merchant resolves the dispute with the customer directly, the transaction moves to a Closed complete outcome.
- If the merchant declines to resolve the dispute with the customer, the transaction dispute remains in the Work in progress state, and continues through the dispute process workflow stages.
Parent Topic:Investigate stage