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            Set Up Deflection for Disputed Transactions

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            Set Up Deflection for Disputed Transactions

            Transaction deflection helps you redirect the disputed transactions based on predefined business rules and criteria. The deflection feature in Transaction Dispute Management gives you the flexibility of defining certain thresholds for transactions using an expression set. During a dispute request intake, when transactions don’t satisfy the thresholds, they can be resolved without requiring further investigations.

            Required Editions

            Available in: Lightning Experience
            Available in: Professional, Enterprise, and Unlimited Editions
            • Build an Expression Set for Transaction Deflection
              Set up an expression set to determine the deflection status of disputed transactions based on validation outcomes.
            • Configure Thresholds for Disputed Transactions
              Define a date threshold and a disputed amount threshold for transactions. When a disputed transaction is older than the date threshold, it can be marked invalid, or if the amount disputed in a transaction is less than the disputed amount threshold, it can be cleared for automatic write-off. If a transaction is cleared for automatic write-off, the disputed amount can be credited to the customer without further investigation.

            Build an Expression Set for Transaction Deflection

            Set up an expression set to determine the deflection status of disputed transactions based on validation outcomes.

            Required Editions

            User Permissions Needed
            To save an expression set template as an expression set version: Rule Engine Designer
            To run expression sets: Rules Engine Runtime
            To update Integration Procedures: OmniStudio Admin
            To run Integration Procedures: OmniStudio User
            1. Clone the expression set template.
              1. From the App Launcher, find and select Business Rules Engine.
              2. From the app navigation menu, select Expression Set Templates.
              3. From the expression set templates list view, click Determine Deflection Status.
              4. Click Save As.
                The template is cloned and saved as an expression set. You can find the expression set in the expression set list.
              5. Open the expression set properties.
              6. In the Rank field, enter a rank number.
                When more than one enabled version matches an expression set call, and the date-time periods overlap, the version with the highest rank is chosen. For example, if two enabled versions have rank values set to 1 and 2, the version with rank 2 is chosen.
              7. Activate the expression set.
                After you activate the expression set, reference it in the FSC/DisputeManagementCaseDeflection Integration Procedure.
            2. Update the Integration Procedure with the expression set name.
              1. From the App Launcher, find and select OmniStudio.
              2. In the OmniStudio app, from the navigation bar, select Integration Procedures.
              3. Select the FSC/DisputeManagementCaseDeflection Integration Procedure and open the highest version.
              4. Create a version of the Integration Procedure.
              5. Click CaseDeflectionExpressionSetAction expression set action.
              6. In the Configuration Name field, enter the name of the expression set.
              7. Save and activate the Integration Procedure.

            Configure Thresholds for Disputed Transactions

            Define a date threshold and a disputed amount threshold for transactions. When a disputed transaction is older than the date threshold, it can be marked invalid, or if the amount disputed in a transaction is less than the disputed amount threshold, it can be cleared for automatic write-off. If a transaction is cleared for automatic write-off, the disputed amount can be credited to the customer without further investigation.

            Required Editions

            User Permissions Needed
            To create, update, and delete expression sets: Rule Engine Designer
            1. Open the expression set and view expression set resources.
              1. From the App Launcher, find and select Business Rules Engine.
              2. From the app navigation menu, select Expression Sets.
              3. Select the expression set that you cloned from the expression set template.
              4. On the Details page of your expression set, click the version of the expression set to update.
              5. To see the expression set resources, open the Resource Manager.
            2. Configure the date threshold.
              1. Under Constants, edit each of these variables to update the date threshold.
                VARIABLE DESCRIPTION CURRENT DEFAULT VALUE
                CAAgeLimit Represents the value of the date threshold for transactions made through a checking account. 60
                CAAgeLimitText
                CCAgeLimit Represents the value of the date threshold for transactions made through a credit card. 90
                CCAgeLimitText
                DefaultAgeLimit Represents the value of the date threshold for transactions made through any other account except current account and credit card. 180
                DefaultAgeLimitText
              2. Update the current default values to new values that suit your business needs. If a transaction is older than the number of days specified in the default value field, then the transaction is marked invalid and it’s not eligible for dispute.
            3. Configure the disputed amount threshold.
              1. Under Constants, edit each of these variables to update the disputed amount threshold.
                VARIABLE DESCRIPTION CURRENT DEFAULT VALUE
                CAAmountLimit Represents the value of the disputed amount threshold for transactions made through a checking account. 50
                CAAmountLimitText
                CCAmountLimit Represents the value of the disputed amount threshold for transactions made through a credit card. 100
                CCAmountLimitText
                DefaultAmountLimit Represents the value of the disputed amount threshold for transactions made through any other account except current account and credit card. 200
                DefaultAmountLimitText
              2. Update the current default values to new values that suit your business needs. If the amount disputed in a transaction is less than the amount specified in the default value field, then the transaction is cleared for automatic write-off.
            4. After you configure the new thresholds, save and activate the expression set.
             
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