Dispute auditing
Dispute auditing in Pega Smart Dispute™ Agentic Automation (SDAA) provides banks and financial institutions with a tracking and governance mechanism that is essential for payment dispute resolution. As regulatory scrutiny and compliance requirements intensify across the financial services sector, effective audit mechanisms become increasingly vital for banks managing disputes across various payment types.
Banks must track every action, decision, and data modification that occurs in the dispute management process. The audit system in SDAA addresses this need by creating a comprehensive, immutable record of all activities related to dispute Cases. This feature benefits banks in several key areas:
- Regulatory compliance: The system helps banks comply with various region-specific government regulations, including Regulation E, Regulation Z, Section 75, and Canada 86, by maintaining detailed records of all dispute processing actions.
- Operational transparency: The application records every user action, system event, and transaction modification, which gives full visibility to users throughout the dispute lifecycle.
- Dispute verification: Back-office investigators can trace the complete history of each dispute Case, from initial claim creation through resolution.
- Audit trail for investigations: When disputes require escalation or review, a complete audit trail provides evidence to support decisions and demonstrates compliance with internal policies and external regulations.
Audit information
Audit information about a Visa Dispute Case is available on several tabs in SDAA:
- Details
- Transaction
- Customer interview
- Regulations
- Dispute life cycle
- Financial adjustments ledger
- Accounts
- Customer summary
- Service audit
The following figure shows the tabs in the Case:
Details
The Details tab provides details about the dispute Case. As shown in the following figure, it serves as the primary reference point for understanding the context and specifics of the Case details, including ID, dispute type, and key dates:
Transaction
The Transaction tab contains detailed information about the transactions associated with the dispute. As shown in the following figure, it includes the transaction ID, type, and dates, along with the amount and type of payment:
Customer interview
The Customer interview tab provides details about the information captured during the customer interview when the customer raised the dispute. As shown in the following figure, it includes the customer's responses to the questionnaire and the verbal attestation:
Regulations
The Regulations tab gives details about the regulations that govern the dispute. The following figure shows that the dispute Case is not subject to Reg E:
Validations
The Validations tab gives details about the Pega Smart Dispute Agentic Automation validations to ensure its validity and avoid any future rejections. The following figure shows the different validations that occurred with the dispute Case, which all passed for this particular dispute:
Dispute life cycle
The Dispute life cycle tab provides details of the different stages involved with the dispute. You can find all the Stages of the dispute processing in one place. The details about each Stage are also displayed on the respective Stage tab. The following figure shows the Dispute details, Dispute response, and Pre-Arbitration details Stages in the Dispute life cycle:
Financial adjustments ledger
The Financial adjustments ledger tab gives details about all financial transactions that took place between different accounts and parties during the dispute processing. The following figure shows two entries in the ledger for adjustments:
Accounts
The Accounts tab gives details about the claims, transactions, and statements that pertain to the selected account of the customer on which the transaction is disputed. The following figure shows the list of claims that pertain to the checking account of the customer:
Customer summary
The Customer summary tab gives the details of the customer who raised the dispute. As shown in the following figure, information includes the length of association of the customer with the bank, the customer's lifetime value, the accounts, and recent interactions of the customer with the bank:
Service audit
The Service audit tab gives the details of the actions performed by the application in the dispute in a timeline form with the timestamp and the status details. Users or the system can initiate these actions. Each action in the timeline is expandable to provide users with additional details. The following figure shows the service audit timeline:
This Topic is available in the following Modules:
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