Investigate stage
The Investigate stage of the card dispute includes activities such as issuing provisional credit, reviewing participating merchant alerts, and investigating the transaction.
The dispute agent manages disputed transactions through various activities in the Dispute Workspace. The Investigate stage of the card dispute includes the following key activities:
| Activity | Description |
|---|---|
| Report fraud | Fraud report activity, when the dispute category is Fraud. |
| Issue provisional credit | Provisional credit for transactions that qualify for IPC. |
| Determine recovery option for providing final credit | Recovery options for transactions that qualify for immediate final credit (IFC). |
| Provide immediate final credit | Final credit for transactions qualifying for IFC after setting the recovery option. |
| Review participating merchant alerts for Visa disputes | Merchant alerts and options Declined dispute to proceed or Accepted dispute to end the life cycle and move to closure. |
| Investigate Visa transactions | Transaction investigation and options to pursue chargeback or end the life cycle for the transaction. |
If the chargeback eligibility rules are evaluated as ineligible and Pursue chargeback is set to Yes, the system triggers an approval request for the dispute manager. The manager reviews the approval task and can select Approve to proceed further or select Reject to return to the investigation task. When the manager approves, the dispute agent proceeds with the dispute case.
- Issue provisional credit
Initiate temporary provisional credit to the Visa card holder. - Determine recovery option for providing final credit
Complete the Recovery option task to choose whether to pursue chargeback for a Visa transaction where final credit to the card customer will be provided. - Provide immediate final credit
Issue immediate final credit to the Visa card holder. - Review participating merchant alerts for Visa disputes
Alert the merchant about a Visa card transaction dispute. - Investigate Visa transactions
If a merchant refuses a transaction dispute, the case may move to the manual investigation task.
Parent Topic:Processing a Visa card dispute
Related topics
Determine recovery option for providing final credit
Provide immediate final credit