Loading
Table of Contents
Filter by (0)Add
Select Filters

          No results
          No results
          Here are some search tips

          Check the spelling of your keywords.
          Use more general search terms.
          Select fewer filters to broaden your search.

            Search all of Salesforce Help
            Search all of Salesforce Help
            Visa Integration for Dispute Resolution

            You are here:

            1. Salesforce Help
            2. Docs
            3. Financial Services Cloud Admin Guide

            Visa Integration for Dispute Resolution

            Manage the full dispute lifecycle directly within Salesforce by integrating Transaction Dispute Management with Visa Resolve Online (VROL). This integration automates the exchange of dispute details, evidence, and case statuses for all stages, such as initial submission, pre-arbitration, arbitration, and appeal. Use prebuilt flows, Omniscripts, integration definitions, and Stage Management to create the end-to-end workflow.

            Required Editions

            Available in: Lightning Experience
            Available in: Professional, Enterprise, and Unlimited Editions
            Note
            Note The portions of the Services and features branded as Visa Resolve Online (VROL) are Non-SFDC Applications and, when enabled, are subject to additional terms and conditions as further described in the applicable Notices and License Information ("NLI") of the Salesforce Trust and Compliance Documentation.

            Dispute Flows for Visa Transactions

            Transaction Dispute Management processes disputes for Visa transactions through two distinct pathways or flows: the allocation flow and the collaboration flow. The dispute reason selected during the intake process determines whether the dispute follows the allocation flow or the collaboration flow. The specific flow determines if financial liability is assigned immediately or deferred.

            • Allocation Flow: The allocation flow is used for disputes, such as as fraud and authorization issues. In this flow, Visa’s automated rules immediately assign liability to either the issuer or the acquirer.
            • Collaboration Flow: The collaboration flow is used for disputes, such as consumer disputes and processing errors. In this flow, the merchant is given an opportunity to resolve the issue or provide evidence before any funds are withdrawn.
            Note
            Note Visa Resolve Online (VROL) uses the term dispute for all claims. However, in Transaction Dispute Management, you track these disputes by using the Dispute Item Chargeback object. You may see the term chargeback in the Salesforce user interface when processing what Visa classifies as a dispute.

            Comparison of Dispute Flows for Visa Transactions

            Use this table to understand the differences between the allocation flow and the collaboration flow.

            Flow Primary Use Case Financial Liability Merchant Role Challenging a Decision
            Allocation Flow Used for disputes related to fraud and authorization issues. Immediate. Funds move when the dispute is allocated. Notified of the outcome after the decision. Merchant uses pre-arbitration to reverse the allocation.
            Collaboration Flow Used for disputes related to merchandise, services, and processing errors. Deferred. A pending request is created. No funds move until the issuer reviews the merchant's response. Invited to collaborate before a chargeback occurs. Merchant provides a dispute response first. If that fails, they use pre-arbitration.
            Note
            Note Before configuring Visa integration, make sure that the Visa Resolve Online (VROL) Integration setting is enabled in your Salesforce org. This setting is required for both Visa transaction enrichment during dispute intake and chargeback processing. See Enable Visa Resolve Online (VROL) Integration.
            • Visa Transaction Dispute Stages and Statuses
              To ensure visibility throughout the dispute resolution process, map the stages of a dispute to the specific statuses found in Transaction Dispute Management and Visa Resolve Online (VROL).
            • Configure Certificates for Visa Transaction Disputes
              Establish a trusted relationship with the Visa network to authorize your API requests for transaction disputes. This mutual authentication configuration safeguards your integration and makes sure that only verified and trusted systems exchange sensitive dispute data.
            • Configure Secure Access to Visa Resolve Online
              Exchange settlement and transaction data securely between Salesforce and Visa Resolve Online (VROL). This configuration establishes the authenticated handshake required to authorize every settlement request and transaction inquiry so that your connection with the payment network remains uninterrupted.
            • Set Up Integration Definitions for Visa Transaction Disputes
              Automate the exchange of dispute data across the full dispute lifecycle by establishing a connection between Salesforce and Visa Resolve Online (VROL). Use the VisaDisputeManagement template to create integration definitions that map the specific API operations required for transaction inquiries, dispute submissions, arbitration, and appeals.
            • Integration Definitions for Visa Transaction Disputes
              Review the provider operation names required to create integration definitions for each stage of the Visa dispute lifecycle.
             
            Loading
            Salesforce Help | Article