Collaboration dispute workflow
In the collaboration workflow, dispute agents work to resolve consumer disputes and processing errors. In this workflow, issuers can choose to initiate pre-arbitration and arbitration, and acquirers can respond to these events.
The transaction Dispute Workspace helps dispute agents in handling Consumer disputes and Processing errors within the Visa collaboration workflow. The Dispute Workspace includes key activities such as initiating chargebacks, reviewing dispute responses, and managing pre-arbitration and arbitration tasks.
| Activity | Description |
|---|---|
| Initiate chargeback and fill merchant response |
|
| Associate dispute transaction | Associated transactions and the dispute response, determine if pre-arbitration is required. |
| Review a dispute response and initiate pre-arbitration | 1. Merchant response review for the dispute and initiate pre-arbitration. 2. After the batch queue is triggered, the pre-arbitration responses are received. |
| Review the pre-arbitration response and create a case filing |
|
| Review a case filing response and appeal the decision |
Note: Appeal can be created by either the acquirer or issuer. |
| Review a case filing appeal | Appeal decision review and mark the response as resolved or unresolved, determining next steps for the transaction. |
| Convert provisional credit to final credit | Conversion of provisional credit into final credit once the case is resolved, and close the task. |
| Reverse provisional credit | Reversal of provisional credit only for Immediate Provisional Credit, provided Reverse is selected in the previous task. After this, close the task. |
- Initiate chargeback and fill merchant response
This is a part of the collaboration dispute workflow for the Chargeback stage. Initiate a chargeback request for the card network issuer to credit the customer with the card network and await a response from the merchant. - Associate dispute transaction
List associated transactions identified by Visa after the chargeback creation. Review these transactions and associate them with the disputed transaction to help deflect and resolve the dispute in the next activity. - Review a dispute response and initiate pre-arbitration
Review a merchant’s response for the dispute and initiate pre-arbitration, if necessary for the collaboration dispute workflow for the Chargeback stage. - Review the pre-arbitration response and create a case filing
Review the merchant’s response to the pre-arbitration and create a case filing. - Review a case filing response and appeal the decision
An appeal can be created by the issuer or acquirer if either party isn’t satisfied with the arbitration ruling from Visa. Review the case filing response and receive the decision letter from Visa. - Review a case filing appeal
Review a case filing appeal and obtain an acknowledgment from Visa. - Convert provisional credit to final credit
Convert the provisional credit that was issued previously to a customer to a final credit issuance. - Reverse provisional credit
Reverse the temporary credit issued by the bank to the card holder.
Parent Topic:Chargeback stage