Raising a consumer dispute and handling its response

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

U+ Bank, a retail bank, offers several credit cards to its customers. One customer, Carmelita Williams, owns a Visa credit card from U+ bank. Consider the following business scenario: Carmelita Williams calls the customer service line at U+ Bank to raise a dispute on a payment made to purchase some merchandise. The customer service representative (CSR) at U+ Bank answers the call and raises a dispute for Carmelita in the Interaction Portal. Later the back-office agent handles the dispute and its response from the back-office Portal.

To demonstrate this business scenario, a CSR logs into Interaction Portal to handle inquiries. Carmelita Williams calls the U+ Bank to raise the dispute on a payment made to purchase some merchandise with her credit card. The CSR answers the call and asks Carmelita how he can help her today. After Carmelita explains her concerns, the CSR launches an Initiate Visa Dispute Service Case and submits it.

The consumer dispute Case is created and is now handled in the U+ Bank back-office Portal. A back-office agent logs into the back-office Portal and opens the consumer dispute Case raised by Carmelita. Because this is a consumer dispute, it is handled through Collaboration. 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.

The Acquirer responds to the dispute and sends its response back to Visa. Pega Smart Dispute's batch queue processors periodically check and fetch the responses from Visa and put them into its databases. A job scheduler then goes through each response and maps it to the respective dispute Case in the application. The Case Assignment then moves to the Review dispute response state for the Issuer to review the Acquirer's dispute response.

To do that yourself, under Dispute Submission in the Review dispute response Assignment, click Go.

In the Review dispute response view, the Issuer reviews the Acquirer's response and responds to the dispute response.

In the Select appropriate action section, select the Accept partial liability and/or initiate Pre-Arbitration radio button.

In the Pre-Arbitration amount text field, enter USD 400.00.

Click Submit.

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

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