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Use Transaction Dispute Management Solution for End-To-End Transaction Dispute Resolution
Discover how Transaction Dispute Management Solution features work in harmony to resolve financial disputes faster, eliminate swivel-chair operations, and maintain compliance from intake to closure.
Use Case: Rachel Morris's Unauthorized Concert Ticket Purchase
A service representative at Cumulus Bank receives a call from Rachel Morris, a cardholder who notices an unauthorized charge on her account for a concert ticket she never purchased. The bank investigates the dispute, engages the merchant, and potentially issues a provisional credit while processing a chargeback. Throughout this process, the bank keeps Rachel informed and complies with the Mastercard's dispute timeline rules.
- Capture the dispute through guided intake: The service representative opens the Dispute Intake Omniscript directly from Rachel's Account record page in Salesforce. The Omniscript guides the service representative through identifying the disputed financial account transaction, capturing Rachel's reason for the dispute, and recording the disputed amount. Discovery Framework questionnaire templates dynamically present more questions based on the dispute type and payment network, so you don't miss capturing detailed information.
- Enrich the transaction for clarity: Transaction Enrichment automatically adds merchant details, including name, logo, business category, and URL, to the disputed transaction. The enriched data helps Rachel confirm the transaction she's disputing and gives the service representative more context to support the investigation, without leaving Salesforce.
- Apply business rules to deflect or escalate: The Business Rules Engine evaluates Rachel's dispute against predefined expression sets and decision matrices. If the transaction amount or category meets deflection thresholds, the dispute is resolved immediately without further investigation. Because this transaction is a fraudulent case and the disputed amount is above the threshold, the system escalates it for full investigation and flags it for provisional credit issuance.
- Alert the merchant and monitor the outcome: By using the Ethoca Merchant Alerts integration, the system automatically notifies the concert ticket merchant of the dispute through the Ethoca Collaboration network. The FSCTransactionDisputeManagementShowAlertStatus Flexcard on the case record page shows the service representative the merchant alert status and outcome in real time, so they can monitor whether the merchant responds or resolves the dispute directly.
- Orchestrate the chargeback with Mastercard: When the merchant doesn’t resolve the dispute, the Stage Management plan advances the dispute item to the chargeback initiated stage. The Integration Execution Status component on the dispute item record shows the service representative the real-time status of the Mastercom integration callout. The system manages the second presentment, pre-arbitration, and arbitration stages in sequence, surfacing the right flows and guided decisions to the service representative at each stage.
- Close the dispute and capture institutional knowledge: After the chargeback is resolved in Rachel's favor, the Stage Management plan advances the dispute item to closure. All dispute records, including the case, dispute, dispute items, assessment records, and integration logs, are stored in Salesforce, giving any service representative at the bank a full audit trail of the dispute lifecycle without requiring a separate briefing.
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