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            Transaction Dispute for Automotive Loans and Leases

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            Transaction Dispute for Automotive Loans and Leases

            Manage over-payments, duplicate charges, and other transaction-related issues by using the Transaction Dispute prebuilt service process. Service reps at captive finance companies can provide a smooth customer experience and resolve disputes quickly on behalf of customers. Fetch financial data, capture the required list of transactions, and categorize disputes based on predefined reasons. Upload supporting documentation and complete required assessment questionnaires in the same flow to ensure faster resolution.

            Required Editions

            Available in: Lightning Experience
            Available in: Enterprise, Unlimited, and Developer Editions.
            User Permissions Needed
            To assign permission sets:

            Assign Permission Sets

            AND

            View Setup and Configuration

            Understand the work flow of the Transaction Dispute service process.

            • Request Intake: A service rep raises a transaction dispute request, on behalf of a customer, to settle their transaction-related issue by using the Omniscript-based flow on Unified Catalog.
            • Request Review: A mid-office service rep reviews the documents uploaded for the transaction dispute request and assigns actions items on the customer as required.
            • Document Reupload: If any document is rejected due to specific reasons during the service process request review, customers can check their case records on an Experience Cloud site to complete any pending upload or action items assigned to them by the mid-office service rep.
            • Case Closure: Once all the documents are reuploaded and, or, approved by the mid-office service rep, they can assign the refund amounts as required and close the case.
            • Self Service: Customers can also use the Experience Cloud site to submit transaction dispute requests on their own and have it reviewed by the mid-office service reps.

            Before you enable the features as an admin, make sure you have the Automotive Foundation User permission set and Vehicle and Asset Finance Foundation permission set assigned to yourself and you have the System Administrator profile.

            Enable Features and Assign Permissions to Users

            1. Enable these features.
              • Setup> Feature Settings> Automotive
              • Setup> Feature Settings> Manufacturing> Vehicle and Asset Finance
              • Setup> Feature Settings> Manufacturing> Vehicle and Asset Finance> Vehicle and Asset Finance Additional Components
              • Setup> Feature Settings> Manufacturing> Vehicle and Asset Finance> Datasource Preferences> Turn On Real-Time Financial Account Information
              • Setup> Feature Settings> Context Service> Context Service Settings> Context Definitions
              • Setup> Feature Settings> Omnistudio Settings> Omnistudio Metadata
              • Setup> Feature Settings> Discovery Framework> General Settings> Discovery Framework
            2. To fetch financial account transactions from an external source, enable the following feature.
              • Setup> Feature Settings> Manufacturing> Vehicle and Asset Finance> Datasource Preferences> Turn On Real-Time Financial Account Information
            3. Assign permission set licenses.
              1. From Setup, in the Quick Find box, enter Users, and then select Users.
              2. Select a user.
              3. In the Permission Set Assignments related list, click Edit Assignments.
              4. Under Available Permission Sets, select Automotive Foundation User, Omnistudio Admin, Omnistudio User, Industry Service Excellence, Unified Catalog Admin, Unified Catalog Agent, Vehicle and Asset Finance Foundation, Context Service Admin, Industries Service Process, Context Service Runtime, Rule Engine Runtime, Rule Engine Designer, Product Catalog Management Viewer, Product Catalog Management Designer permission sets, and then click Add.
              5. Save your changes.

            Create Dispute Reason Records

            1. Create picklist values for Dispute Reason fields.
              1. In Setup, go to Object Manager.
              2. From the quick find box, search for and select Dispute Reason.
              3. Go to Fields and Relationships.
              4. Select the Reason Code field.
              5. Under Reason Code Picklist Values, click New and picklist values, such as 16, 18, or 253.
              6. Repeat the steps for the Reason Subcode field.
            2. Create active Dispute Reason records.
              1. From App Launcher, search for and select Dispute Reasons.
              2. Click New.
              3. Enter a Reason Code Name. For example, Overpayment.
              4. Enter a Reason Subcode Name. For example, Refund Request for Double Payment.
              5. Enter a Payment Network. For example, Mastercard.
              6. Select the Reason Code and Reason Subcode from the picklists configured in the step above.
              7. Select Is Active.
              8. Make sure to select the Reason Code Valid From Date and Reason Code Valid To Date.
                These dates are used in filtering the reason codes and subcodes during the intake process of the service requests.
              9. Add other details as required.
              10. Save your changes.
                Create other dispute reason records as per your requirements and make sure they're active.
            3. Add disputes to the Case Record related list.
              1. In Setup, go to Object Manager.
              2. From the quick find box, search for and select Case.
              3. Go to Page Layouts and click Case Layout.
              4. Under Related Lists, drag and drop the Dispute object in the section.
              5. Save your changes.

            Enable Integrations and Create Integration Definitions

            1. Connect to MuleSoft.
            2. Enable Integrations.
              1. In Setup, find and select MuleSoft Direct.
              2. On the Integrations Setup page, in the Available Assets area, from the list of available integrations, go to Auto Service Process and then click Enable.
              3. Enter a display name for the integration.
                A display name is how you want the enabled integration instance to be referenced in a Salesforce org.
              4. Enter the application name.
                Make sure that the app name is unique to your MuleSoft instance.
              5. Select the business group that you want to enable the integration for.
              6. Select the environment where you want to enable the integration.
              7. Select the deployment target where you want to deploy the integration.
              8. Click Next.
              9. Select None.
              10. Click Submit.

                After submission, it takes some time to create the integration for Auto Service Process. After the instance is created, copy the named credential.

            3. Create integration definitions for external callouts.
              1. From Setup, in the Quick Find box, enter Integration Definitions, and then select Integration Definitions.
              2. Click + New.
              3. Select Apex Defined as the integration definition type.
              4. For Name and Developer Name, enter AssetFinTrxnRefundConfirmationIntegPrvd.
              5. Find and select the industries_asset_finance.AssetFinTrxnRefundConfirmationIntegPrvd Apex class.
              6. Enter the attribute name and attribute value for the named credential created in step 2.
              7. Save and activate the definition.

            Enable Person Accounts and Set Up Required Records

            1. Enable person accounts.
            2. Set up Financial Account and Financial Account Party records linked to the created person accounts.
            3. Add related lists for Financial Account Transactions, Financial Account Parties, and other required records to the Financial Account object.
              1. In Setup, go to Object Manager.
              2. Search for and select Financial Account.
              3. Go to Page Layouts and click Financial Account Layout.
              4. Under Related Lists, drag and drop the required objects in the section.
              5. Save your changes.
            4. Update the Financial Account and Financial Account Transaction Page Layouts with the Source System ID Field.
              1. In Setup, go to Object Manager.
              2. In the search box, enter and select Financial Account.
              3. Click Page Layouts and select Financial Account Layout.
              4. In the Quick Find box, enter Source System ID.
              5. Drag the Source System ID field to the Information pane.
              6. Save your changes.
              7. Repeat the steps for Financial Account Transaction page layout.

            Create a Context Definition Mapping in Unified Catalog

            1. From Setup, in the Quick Find box, enter Unified Catalog, and then select Unified Catalog.
            2. Click New.
            3. For Context Definition, select TrxnDisputeCtx__stdctx.
            4. For Read Mapping, select DisputeMapping.
            5. For Write Mapping, select DisputeMapping.
            6. Find and select the TrxnDisputeCtx__stdctx Apex class.
            7. Click + New Apex Class and follow the steps.
            8. Save your changes.

            Install and Deploy the Unified Catalog template for Transaction Dispute

            1. From App Launcher, search and select Unified Catalog.
            2. Go to the Home tab.
            3. Click Templates.
            4. Search for and select Asset Finance Transaction Dispute.
            5. Install the template.
              A Product2 record is created. Copy the ID of the Product2 record from the URL. For example, 01tLT00000Avq2XYAR.

            Clone and Update the Intake Omniscript

            Enable the OmniStudio Metadata setting. For more information, see Enable OmniStudio Metadata API Support.

            Update the Raise Transaction Dispute Omniscript with the product ID of your service process.

            1. From the App Launcher, search for and select Omniscripts.
            2. Select Raise Transaction Dispute.
            3. Click New Version.
            4. Save and activate your Omniscript version.

            Update the Service Process Product ID

            1. Add the service process product ID to the ServiceProcess_MapServiceNameToProductId integration procedure.
              1. From App Launcher, search for and select Integration Procedures.
              2. Select ServiceProcess_MapServiceNameToProductId.
              3. Click New Version.
              4. In the ServiceNameToProductIdMap step, edit the Dispute_Management element.
              5. For Value, paste the copied ID of the Product2 record from the URL in the Install and Deploy the Unified Catalog template for Transaction Dispute task.
              6. Save your changes.
              7. Activate your integration procedure.
            2. Add the service process product ID to the Process Transaction Dispute flow orchestrator.
              1. In Setup, in the Quick Find box, search for Flows, and then click Flows.
              2. Open the Process Transaction Dispute flow orchestrator and click Save As New Orchestration.
              3. Add new details and save your changes.
              4. In the Start element, click Edit.
              5. In the Formula field, enter {!$Record.Product.Id}='{{<>}}'.
                Paste the copied ID of the Product2 record from the URL in the Install and Deploy the Unified Catalog template for Transaction Dispute task within the <> in the formula.
              6. Save your changes.
              7. Activate the flow orchestrator.

            Activate the Unified Catalog Template for Transaction Dispute

            Activate the Unified Catalog template for Transaction Dispute installed above.

            1. From App Launcher, search for and select Unified Catalog.
            2. From the navigation menu, select Service Processes.
            3. Open Transaction Dispute.
            4. Click Next until you reach the Intake Form tab, and attach the cloned Raise Transaction Dispute Omniscript.
            5. Click Next and attach the cloned flow orchestrator in the Fulfillment Flow tab.
            6. Save your changes.
            7. Click Activate.

            Create a Catalog and a Category

            1. From the Navigation Menu, select Catalogs.
            2. Click New.
            3. Enter a name.
            4. Enter other details as required.
            5. Save your changes.
            6. Click New Category.
            7. Enter a name and other details as required.
            8. Save your changes.
            9. Open the created category, click Add and select Existing Products and Services.
            10. Select Asset Finance Transaction Dispute.
            11. Save your changes.

            Configure Action Launcher

            1. From App Launcher, search for and select Accounts.
            2. Open a person account.
            3. From the Setup menu, select Edit Page.
            4. On the Components tab, add Action Launcher to the record page.
            5. In the properties pane, for Action Launcher Configuration, select Unified Catalog.
            6. For Service Catalog, select the catalog configured in step 5 of the Configure Unified Catalog task above.
            7. Save your changes.
            8. Click Activation.

            Add Assessment Questionnaire Questions

            Create a dispute assessment questionnaire to capture more details of a customer's transaction dispute and how they would like to receive the refund for the same. Add Assessment Question records and update the AssetFinanceTransactionDisputeManagementAssessmentQuestionnaire Omniscript.

            1. From the App Launcher, search for and select Omniscripts.
            2. Select AssetFinanceTransactionDisputeManagementAssessmentQuestionnaire.
            3. Click New Version.
            4. Go to the Dispute Assessment step.
            5. Review the details in the Radio Properties panel for each question.
            6. Create Assessment Question records for each radio option.
              1. In a separate tab, from the App Launcher, search for and select Assessment Questions.
              2. Click New.
              3. For the Name and Developer Name of the Assessment Question, copy and paste the Name of the questions from the Radio Properties panel of the Dispute Assessment step in the AssetFinanceTransactionDisputeManagementAssessmentQuestionnaire Omniscript.
              4. For Question Text, copy and paste the Field Label of the questions from the Radio Properties panel of the Dispute Assessment step in the AssetFinanceTransactionDisputeManagementAssessmentQuestionnaire Omniscript.
              5. For Data Type, select Select.
              6. For Category, select Financial.
              7. For Formula Response Data Type, select Text.
              8. Select Option Source Response Value.
              9. Save your changes.
              10. Similarly, create Assessment Question records for all the questions in the Dispute Assessment step in the AssetFinanceTransactionDisputeManagementAssessmentQuestionnaire Omniscript.
            7. Under the Conditional View section in the Radio Properties panel for each question, verify the Reason Code and Reason Subcode in the condition with the Reason Code and Reason Subcode in the Dispute Reason records created in the Create Dispute Reason Records task above.
              If the conditions aren't present, add the expected filters on each of the questions.
            8. Save your changes.
            9. Activate your Omniscript.

            Set Up the Validation of Transactions

            1. Clone and update the Determine Deflection Status expression set.
              1. From App Launcher, search for and select Expression Set Templates.
              2. Select Determine Deflection Status.
              3. Click Save As and select New Expression Set.
              4. Enter a name and other details and save your changes.
              5. Click the Gear icon from the navigation menu to open the Expression Set Properties panel.
              6. For Rank, enter 1.
              7. Modify the rules as per requirements.
              8. Save your changes.
              9. Activate your expression set.
            2. Update the Transaction Case Deflection integration procedure.
              1. From App Launcher, search for and select Integration Procedures.
              2. Select Transaction Case Deflection.
              3. Click New Version.
              4. In the CaseDeflectionExpressionSetAction step, under the Remote Properties section, for Configuration Name, add the name of your cloned expression set.
              5. Save your changes.
              6. Activate your integration procedure.
            3. Activate Multi-Currency settings in your org.
              1. From Setup, search for and select Company Information.
              2. Save your changes.

            Submit a Transaction Dispute Request

            1. On a customer’s Person Account record page or the Financial Account record page, in Action Launcher, select the action for transaction dispute.
            2. Select a financial account.
            3. Click Next.
            4. Select the transaction(s) to dispute.
            5. Click Next.
            6. Review the transaction details.
            7. Click Next.
            8. View the validation outcome and select an appropriate reason code and reason subcode for each transaction.
            9. Upload supporting documents, if any.
            10. Click Next.
            11. Fill and submit the dispute questionnaire.
            12. Click Next.
            13. Review the summary of the service process details.
            14. Click Submit.
              A case is created in Salesforce for the submitted request. The customer gets an email with the Transaction Dispute details.

            Review a Transaction Dispute Request

            Mid-office customer service reps can review the uploaded documents for a Transaction Dispute case and approve or reject them as per requirements. Post approval, they can refund the approved amounts to customers and close the case.

            1. Go to the created case record page and on the Orchestration Work Guide, review the uploaded documents for the transaction disputes and assign a case action as required.
            2. If the uploaded documents are rejected with rejection reasons, the customer needs to reupload them from the Experience Cloud site.
            3. If the uploaded documents are approved, assign the Refund Amount case action.
            4. Select a Fulfillment Type.
            5. Enter the approved amounts.
            6. Confirm and submit the work item.
              After the submission is successful, the case is closed automatically. The Dispute status is changed to Resolved and the Dispute Items have the status Settled. The customer gets an email with the case closure details.

            Reupload Documents for a Transaction Dispute Request

            Customers can reupload rejected documents on an Experience Cloud site to support their Transaction Dispute case.

            1. Go to the created case record page and on the Work Guide, click Upload Here.
            2. Upload files as required.
            3. Click Submit.
            4. Click Finish.
             
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