Transaction Dispute Management Setup and Configuration
Setting up Transaction Dispute Management transforms your Salesforce instance into a unified workspace for resolving financial disputes. To configure Transaction Dispute Management, enable permissions, define the data model, and establish connections with external systems.
Required Editions
| Available in: Lightning Experience |
| Available in: Professional, Enterprise, and Unlimited Editions |
Transaction Dispute Management Setup Phases
To deploy a fully functional dispute resolution solution, consider these setup phases.
| Setup Phase | Description |
|---|---|
| General configuration and permissions | Assign permission sets, activate external credentials, and create an integration definition to connect with core banking systems. Configure standardized reason codes and subcodes to establish a compliant data foundation for your dispute-related records. |
| Page layouts and components | Customize page layouts to include tracking fields, such as Source System ID. Add Lightning components, such as Record Stage Overview, so dispute specialists can see the exact progress of a dispute at a glance. |
| Dispute intake | Use Unified Catalog or Service Process Studio to define the service process. Deploy Discovery Framework templates to configure compliant assessment questions, and customize Omniscripts to collect the exact evidence required by the payment network. |
| Transaction enrichment and deflection | Set up Business Rules Engine to identify inquiries for immediate deflection. Integrate with enrichment providers to show merchant details, helping customers recognize charges and preventing unnecessary chargebacks. |
| Integration with payment networks | Connect to dispute resolution platforms, such as Mastercom. Automate the bidirectional exchange of dispute details, evidence, and status updates directly from Salesforce. |
| Dispute lifecycle and automation | Create stage definitions to enforce Visa and Mastercard lifecycle rules. Use prebuilt flows to automate actions, such as chargeback submission and second presentment reviews. |
| AI for dispute emails | Configure Prompt Builder templates to help Generative AI draft consistent, empathetic acknowledgment and closure emails grounded in your dispute data. |
| Self-service dispute intake | Expose the dispute intake flow on an Experience Cloud site so customers can file disputes directly, reducing call volume for your support team. |
- General Configuration and Permissions
To prepare your Salesforce instance for dispute operations, assign the necessary permission sets and activate external credentials. To retrieve data from the core banking system, connect to MuleSoft and create an integration definition. To define the process for your entire dispute workflow, create and activate the service process definition. - Page Layouts and Components for Transaction Dispute Management
To give your service representatives and dispute specialists a unified workspace, customize the page layouts for the Case and Dispute Item objects. Add Source System ID field, and Lightning components, such as Case Details and Record Stage Overview to show the dispute's progress and integration status. - Dispute Intake Process
To guide service representatives through a structured assessment, configure the components of the dispute intake process. Define assessment questions by using the Discovery Framework sample templates. Customize the dispute intake Omniscript to capture the details needed to validate disputes accurately. - Transaction Enrichment
Facilitate the resolution of transaction disputes by enhancing transaction details through transaction enrichment. Enrichment provides additional information related to a transaction, such as merchant name, logo, and URL. By showing additional information during dispute intake, you can help your customers recall the details about the transactions they're disputing. If the enrichment providers publish an API, you can set up transaction enrichment through dispute intake Omniscript, business rules, and integration with any enrichment provider. - Integrations for Dispute Resolution
Manage the full dispute lifecycle directly within Salesforce by integrating Transaction Dispute Management with dispute resolution systems, such as Mastercom® and Visa Resolve Online (VROL). These integrations automate the bidirectional exchange of dispute details, evidence, and case statuses. - Stage Management Plan for Transaction Disputes
Use Stage Management to set up a smooth and efficient process for resolving transaction disputes in each stage of the dispute lifecycle. - AI-Generated Dispute Communications
Give your dispute case owners the access to AI-powered prebuilt email prompt templates. Dispute case owners use the prompt templates to compose and send emails to customers to acknowledge dispute submission and to convey dispute closure.
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