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            Configure Dispute Reason Codes and Reason Subcodes

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            3. Financial Services Cloud Admin Guide

            Configure Dispute Reason Codes and Reason Subcodes

            When a service representative captures a transaction dispute request, they select a reason code and a reason subcode that describe the issue in the transaction. To make sure that these codes are available during the dispute intake process, add them as picklist values, and create dispute reason records.

            Required Editions

            Available in: Lightning Experience
            Available in: Professional, Enterprise, and Unlimited Editions
            User Permissions Needed
            To add picklist values in Status Field in Dispute Item Object:

            Customize Application

            AND

            Financial Services Cloud Standard

            OR

            Financial Services Cloud Extension OR FSC Service
               

            Standardize the dispute resolution process across different payment networks by configuring the dispute reason codes and subcodes. While your service representatives select the codes during dispute intake, these codes also determine the appropriate resolution path so that every dispute follows the specific resolution rules mandated by payment networks.

            1. Add picklist values.
              1. From the object management settings for Dispute Reason, go to Fields & Relationships.
              2. For the Reason Code field, add the Mastercom-regulated reason codes as picklist values.
                For a sample list of reason codes, see Sample Dispute Reason Codes and Subcodes.
              3. For the Reason Subcode field, add the subcodes mapped to a reason code.
                For a sample list of reason subcodes, see Sample Dispute Reason Codes and Subcodes.
              4. Save your changes.
            2. Create dispute reason records with reason codes and reason subcodes.
              1. From the App Launcher, find and select Dispute Reasons.
              2. Click New.
              3. On the New Dispute Reason page, create a record by filling in details for every reason code and subcode combination. Enter the reason code name, reason subcode name, payment network, reason code, reason subcode, reason code valid from date, reason code valid to date, and card type.

                Card disputes require the Card Type and Reason Subcode Name, while ACH disputes require the Reason Subcode Type. Select the Is Active checkbox for the dispute reason record.

                The Card Type field includes pre-populated picklist values. This field specifies the type of card used in the disputed transaction, for example, a credit card.

                The Payment Network field includes pre-populated picklist values. This field specifies the payment network that facilitates the exchange of funds between the involved parties, for example, Mastercard.

              4. To save your current record and immediately create another record, Click Save & New.
              5. Repeat this process for all reason code and reason subcode combinations that you require. For a sample list of reason code and subcode combinations, see Sample Dispute Reason Codes and Subcodes.
              6. Save your changes.
             
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