Learn About Transaction Dispute Management
Transaction Dispute Management organizes the dispute resolution process into three operational phases: intake, enrichment, and resolution. Understand these phases to plan your configuration and integration strategies.
Required Editions
| Available in: Lightning Experience |
| Available in: Professional, Enterprise, and Unlimited Editions |
Dispute Resolution Phases in Transaction Dispute Management
- Dispute Intake and Deflection
- Service representatives select transactions to dispute from the customer's record. Transaction enrichment shows merchant details to help customers recognize charges immediately. If the customer recognizes the purchase, service representatives deflect the dispute. For the remaining transactions, eligibility rules determine if the transaction qualifies for a dispute or an automatic write-off.
- Dispute Assessment
- Service representatives categorize eligible disputes by selecting a reason code and subcode. This selection triggers a dynamic assessment that shows only the specific questions required by the payment network. This targeted approach captures the exact evidence needed for the dispute.
- Dispute Processing and Resolution
- The dispute case owners submit eligible disputes to the payment network for processing. Track the dispute through complex stages, such as chargeback, representment, pre-arbitration, and arbitration. As the dispute moves through these stages, integrations with payment networks automatically update the status of dispute-related records in Salesforce.
Map Your Transaction Dispute Management Business Requirements to Salesforce Features
To configure Transaction Dispute Management effectively, it’s necessary to understand the underlying Salesforce features that power the solution. These features work together across the user experience, logic and automation, and integration layers to support the end-to-end dispute workflow.
| Business Requirement | Feature |
|---|---|
| Define the service process, build the service process definition, link the intake form, and associate fulfillment flows to handle the dispute lifecycle. | Unified Catalog and Service Process Studio |
| Streamline dispute intake, render assessment questions, capture accurate dispute details, and handle requirements for specific dispute types. | Omniscripts |
| Standardize assessment questions, deploy assessment templates, structure dispute questionnaires, and align with payment network requirements. | Discovery Framework |
| Enable service representatives to initiate dispute intake directly from an account record page. | Action Launcher |
| Automate decision logic, configure expression sets and decision matrices, identify invalid disputes for deflection, and select enrichment providers. | Business Rules Engine |
| Manage dispute lifecycle stages, map dispute-related record statuses to payment network stages, make sure that the dispute updates automatically, and handle network responses. | Stage Management |
| Automate resolution actions, use prebuilt flows, perform resolution actions, initiate a chargeback, and review a second presentment. | Flow Builder |
| Generate context-aware emails, customize prebuilt AI prompt templates, ground templates in Salesforce data, and draft empathetic dispute acknowledgment and closure emails. | Prompt Builder |
| Exchange data with payment networks, map dispute operations in salesforce to specific external API endpoints, and translate actions into the precise format required. | Integration Definitions, Integration Procedures, and Data Mappers. |
| Secure the API authentication, store authentication protocols and endpoint URLs safely, and connect Salesforce with external systems. | Named Credentials |
Did this article solve your issue?
Let us know so we can improve!
