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            Enable Merchant Alerts for Mastercard Transaction Disputes

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            Enable Merchant Alerts for Mastercard Transaction Disputes

            Transaction Dispute Management integrates with Ethoca Merchant Alerts™ to notify merchants about disputed transactions through alerts. With this integration, you can communicate with the merchants involved in disputed transactions and reduce the likelihood of chargebacks. The alert statuses and outcomes are stored in Salesforce. Your dispute processing team can use the alert status and outcome to monitor the dispute resolution workflow and facilitate faster dispute resolutions.

            Required Editions

            Available in: Lightning Experience
            Available in: Professional, Enterprise, and Unlimited Editions

            Configure the Endpoint of Merchant Alerts Provider

            Transaction Dispute Management integrates with Ethoca Merchant Alerts™ to raise merchant alerts for disputed transactions. Create an external credential with the details of how Salesforce authenticates to the merchant alert provider.

            Required Editions

            User Permissions Needed
            To view external credentials: View Setup and Configuration
            To create, edit, or delete external credentials: Manage Named Credentials or Customize Applications

            Before you begin, ensure that you enabled user access to the User External Credentials object. See Enable User Access to User External Credentials Object for Transaction Dispute Management.

            1. From Setup, in the Quick Find box, enter Named Credentials, and then select Named Credentials.
            2. To create an external credential, go to External Credentials, and then click New.
            3. Enter a label and a name for the external credential.
            4. From the Authentication Protocol dropdown list, select Basic Authentication.
            5. Save your changes.
            6. From the external credentials list view, select the external credential you created.
            7. To create a principal for this external credential, click New.
            8. Enter a parameter name and a sequence number.
            9. From the Identity Type dropdown list, select Named Principal.
            10. Enter a username and a password.
            11. Save your changes.
            12. Enable the external credential principal for users.
              To make callouts to the external merchant alert provider, give profiles access to the principal of the external credential that you created. For more information, see Enable External Credential Principals.
            13. To create a named credential to reference the external credential you created, go to Named Credentials and then click New.
            14. Enter a label and a name for the named credential.
              Make a note of the named credential name. Use it to update the integration definition.
            15. In the URL field, enter the URL of the callout endpoint.
            16. From the External Credential dropdown list, select the external credential that you created.
            17. Save your changes.

            See Also

            Create Integration Definitions for Merchant Alerts Provider

            Transaction Dispute Management uses integration definitions to specify the details of how Salesforce communicates with Ethoca Merchant Alerts™ to raise alerts for disputed transactions.

            Required Editions

            User Permissions Needed
            To create Apex-defined integration definitions: Customize Application

            Before you begin, ensure that you created the needed external credentials. See Enable Merchant Alerts for Mastercard Transaction Disputes.

            1. From Setup, in the Quick Find box, enter Integrations Definitions, and then select Integration Definitions.
            2. Click + New.
            3. For Type, select Apex Defined.
            4. Enter a name and a developer name for the integration definition.
              Make a note of the developer name of the integration definition. Use it to update the Process Disputed Transactions flow orchestrator.
            5. Click Next.
            6. Search for and select the disputemanagement.FSCSubmitTrxnAlertIntegrationProvider Apex class.
              The integration definition uses this Apex class to submit valid disputed transactions to the merchant alert provider.
            7. For Attribute Value, enter the name of the named credential that you created earlier for the merchant alerts provider.
            8. Save and activate the integration definition.
            9. To check the alert status and outcome of the submitted disputed transactions, create another integration definition with these details.
              APEX CLASS ATTRIBUTE NAME ATTRIBUTE VALUE
              disputemanagement.FSCRefreshAlertStatusIntegrationProvider Named Credential For Attribute Value, enter the name of the named credential that you created earlier for the merchant alerts provider.

              Make a note of the developer name of the integration definition. Use it to update the FSCTransactionDisputeManagement/GetAlertStatus integration procedure.

            10. Save and activate the integration definition.
            11. To retry the action of submitting the disputed transactions to the merchant alert provider, create another integration definition with these details.
              APEX CLASS ATTRIBUTE NAME ATTRIBUTE VALUE
              disputemanagement.FSCRetrySubmitTrxnAlertIntegrationProvider Named Credential For Attribute Value, enter the name of the named credential that you created earlier for the merchant alerts provider.

              Make a note of the developer name of the integration definition. Use it to update the FSCTransactionDisputeManagement/GetAlertStatus integration procedure.

            12. Save and activate the integration definition.

            Update the Integration Procedure with Integration Definition Names

            Add the developer names of the integration definitions used for checking the alert status and outcome of disputed transactions, and for retrying the action of submitting the disputed transactions in the FSCTransactionDisputeManagement/GetAlertStatus Integration Procedure.

            Required Editions

            User Permissions Needed
            To update Integration Procedures: OmniStudio Admin
            To run Integration Procedures: OmniStudio User
            1. From the App Launcher, find and select OmniStudio.
            2. In the OmniStudio app, from the navigation bar, select Integration Procedures.
            3. Select the FSCTransactionDisputeManagement/GetAlertStatus Integration Procedure and open the highest version.
            4. Create a version of the Integration Procedure.
            5. Click CheckStatusIntegrationProvider remote action.
            6. In the Additional Input section, for IntegrationDefinition, enter the developer name of the integration definition you created earlier for checking the alert status and outcome of disputed transactions.
            7. Click RetryFetchStatus remote action.
            8. In the Additional Input section, for IntegrationDefinition, enter the developer name of the integration definition you created earlier for retrying the action of submitting the disputed transactions.
            9. Save and activate the Integration Procedure.

            Update the Process Disputed Transactions Flow Orchestrator

            When a service catalog request record is created for a transaction dispute service process request, the Process Disputed Transactions flow orchestrator calls an action to submit all the valid transactions in the dispute request to a merchant alert provider to raise merchant alerts. Update the flow orchestrator with the service catalog definition ID and Integration definition name to establish a secured connection with the merchant alert provider.

            Required Editions

            User Permissions Needed
            To open, edit, or create an orchestration in Flow Builder: Manage Flow
            1. In Setup, in the Quick Find box, enter Flow, and then click Flows.
            2. Click New Flow.
            3. Click All + Templates and select Flow Orchestration.
            4. Select Process Disputed Transactions and click Create.
            5. Save the flow orchestrator.
            6. Enter an orchestration label and an API name.
            7. Save your changes.
            8. On the Process Disputed Transactions flow orchestrator screen, click the Record-Triggered Orchestration Start element.
            9. Under Set Entry Conditions, update the value of the SVcCatalogItemDefinitionId field with the ID of the active transaction dispute service process definition.
              To find the SVcCatalogItemDefinitionIdID, in Service Process Studio, open the service process definition that you created for the transaction dispute service process. In the address bar of your browser, the value shown for the serviceProcessDefinitionId parameter is the value for SVcCatalogItemDefinitionIdID.
            10. On the Process Disputed Transactions flow orchestrator screen, select the Submit Disputed Transactions background step.
            11. Under Set Input Values for the Selected Action, update the value of the IntegrtationDefinitionName variable with the name of the integration definition that you created for submitting valid disputed transactions to the merchant alerts provider.
            12. Save and activate the flow orchestrator.

            View Merchant Alert Status and Outcome

            When a service catalog request record is created for a transaction dispute service process request, the Process Disputed Transactions flow orchestrator calls an action to submit all the valid transactions in the dispute request to Ethoca Merchant Alerts™ to raise alerts. To show your dispute case owners the alert status and outcome of the submitted disputed transactions, add the FSCTransactionDisputeManagementShowAlertStatus FlexCard to the case record page. 

            Required Editions

            User Permissions Needed
            To create and save Lightning pages in the Lightning App Builder: Customize Application
            To view Lightning pages in the Lightning App Builder View Setup and Configuration
            1. In Setup, go to Object Manager.
            2. In the Quick Find box, enter Case, and then select Case.
            3. Click Lightning Record Pages, and then select Case Record Page.
            4. Click Edit.
            5. In the Lightning App Builder, from the list of Standard components, locate and drag the Flexcard component onto the canvas.
            6. On the FlexCard properties pane, in the Flexcard Name field, search for and select FSCTransactionDisputeManagementShowAlertStatus.
            7. Save your changes, and then activate the page, if necessary.
              The FSCTransactionDisputeManagementShowAlertStatus FlexCard shows the transactions for which alerts were raised and their corresponding merchant name, alert delivery status, and alert outcome.
             
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