Manage customer communication
Provide a response and feedback to the customer for a decision made on a dispute, such as friendly fraud.
Before you begin
Role required: sn_bom_credit_card.dispute_agent or sn_bom_credit_card.dispute_agent_connector
About this task
When you select the Decline dispute transaction option in the Detect friendly fraud activity, the Customer communication activity is displayed. Provide the customer feedback and the reason. You can accept or deny the response.
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.
Select the Playbook tab.
Select the transaction ID in the transaction level playbook of the Processing tab.
The Investigate stage is initiated for the transaction.
Select the Customer communication activity.
Select the Customer decision as Accepted or Denied.
- When the customer decision is accepted, provide Customer feedback and select Mark complete. The dispute is marked as Closed Complete.
- When the customer decision is denied, provide the Customer feedback. In the Action section, select one of the following.
| Final action | Steps |
|---|---|
| Decline dispute transaction |
The transaction is marked asClosed Rejected. |
| Issue credit and write-off |
The Issue credit activity is displayed.
|
| Proceed with dispute |
The next activity Report fraud is displayed.
|
Parent Topic:Investigating a dispute