Raising a fraud dispute and handling its response

This video shows how to submit a fraud dispute and handle the fraud dispute response in a Visa dispute Case.

U+ Bank, a retail bank, offers several credit cards to its customers. Carmelita Williams is one of those customers. She owns a Visa credit card from U+ bank. Consider the following business scenario: Carmelita calls the customer service line at U+ Bank to report a fraudulent transaction on her credit card. The customer service representative (CSR) at U+ Bank answers the call and raises a fraud dispute for Carmelita in the Interaction Portal. Later, the back-office agent handles the dispute response from the back-office Portal.

To demonstrate this business scenario, a CSR logs into the Interaction Portal to handle inquiries. Carmelita Williams calls the U+ bank to report a fraudulent transaction on her credit card. The CSR answers the call and asks Carmelita how he can help her today. After Carmelita explains her concern, the CSR launches an Initiate Visa Dispute Service Case and submits the fraud dispute Case for her.

The Visa dispute Case is now submitted and the CSR then wraps up the call.

The fraud dispute Case is now handled in the U+ Bank back-office Portal. A back-office agent logs into the back-office Portal and opens the fraud dispute Case raised by Carmelita. Because this is a fraud dispute, it is handled through Allocation. The dispute Case was already submitted to Visa earlier, when the CSR submitted the Initiate Visa Dispute Service Case in the Interaction Portal. The Case was then forwarded to the Acquirer for a response.

As such, the status of the Case Assignment is Awaiting Acquirer response. Pega Smart Dispute's batch queue processors periodically check and fetch the responses from the Visa and put them into its databases. A job scheduler then goes through each response and moves the respective dispute Case to their next Case Assignment state, based on the dispute response received.

If the Acquirer chooses to initiate Pre-Arbitration as the dispute response, then the Case Assignment moves to Review inbound Pre-Arbitration for the Issuer to act on the Case.

You have reached the end of this video. You have learned:

• How a fraud dispute is submitted and how the fraud dispute response is handled in a Visa dispute Case.