Submit a Transaction Dispute Request
Your service agents can capture and submit a transaction dispute request through the dispute intake Omniscript. A case is then created in Salesforce.
Required Editions
| Available in: Lightning Experience |
| Available in: Professional, Enterprise, and Unlimited Editions |
| User Permissions Needed | |
|---|---|
| To submit a transaction dispute request: | OmniStudio User AND Industry Service Excellence AND Read and View All Records permissions for Omni Processes object AND Financial Services Cloud Standard OR Financial Services Cloud Extension OR FSC Service |
- On the customer’s Person Account record page, in the action launcher, click Raise Transaction Dispute.
- Select a financial account.
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Select the transactions to be disputed.
A maximum of 100 recent transactions are shown. You can use filters to narrow down the results or find the transactions that aren’t shown in the list.
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If you can’t find the transaction for which you want to raise a dispute, you can add
the transaction manually.
- To add a transaction manually, click Add Transaction.
- Enter the details of the transaction that you want to add. The transaction amount, transaction type, and transaction code or payment network details are mandatory.
- Click Add.
- Repeat these steps for adding another transaction.
- Select the transactions that you added manually and click Next.
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Review the selected transactions, edit the disputed amount, if necessary, and identify
the transactions that your customers can recognize.
If transaction enrichment is configured, then the selected transactions are enriched with additional merchant-related information, such as merchant name, logo, and URL. You can use this information to help your customers recall the details of the transactions they’re disputing. See Transaction Enrichment.
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Select the transactions that your customers can recognize.
If all the transactions are marked as recognized, you can close the dispute request.
- If any of the transactions weren’t marked as recognized in the previous step, and if transaction deflection is configured, then based on pre-defined thresholds, the transactions can be eligible for dispute, or cleared for automatic write-off, or marked as invalid. See Set Up Deflection for Disputed Transactions.
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Select a reason code and a reason subcode for the transactions that are eligible for
dispute and cleared for automatic write-off.
Transactions are grouped based on the reason codes and subcodes.
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Complete the assessment for each group of transactions.
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To fill an assessment for a transaction group, click + Fill Dispute
Questionnaire.
Only the questions associated with the dispute are shown. Additionally, if any of the selected transactions were made using a debit or credit card, specific card-related questions are shown.
- Provide your responses to the assessment questions and click Next.
- After you fill the dispute assessment questionnaire for all the transaction groups, click Next.
An assessment record is created for every transaction in the group. Your users can update each transaction’s assessment separately after intake. -
To fill an assessment for a transaction group, click + Fill Dispute
Questionnaire.
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Review the details of the transaction dispute request and submit.
A case is created in Salesforce for the submitted transaction dispute request. Additionally, Dispute, Dispute Item, Dispute Item Merchant Alert, Assessment, and Document Checklist Items records are created to store the details captured during the intake. The Dispute processing team can use these records to monitor the dispute workflow.
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