Customer correspondence
Customer correspondence refers to the systematic information sharing between financial institutions and their customers regarding payment disputes. Effective customer communication is crucial for customers and banks in handling disputes.
Pega Smart Dispute™ Agentic Automation provides a comprehensive system for customer correspondence throughout the dispute resolution process. The application facilitates timely, compliant, and customer-focused communications across multiple channels throughout the dispute lifecycle. With effective customer correspondence, banks can improve operational efficiency, maintain regulatory compliance, and enhance the overall customer experience throughout the dispute resolution process.
Correspondence template customization
Pega Smart Dispute Agentic Automation comes with certain default correspondence templates that are included with the application and that you can use in the workflows. To use any of these templates, first copy the templates, and then modify the copy or create new templates in the implementation Ruleset.
The table below lists the templates that are available in Pega Smart Dispute Agentic Automation:
| Correspondence | Type | Purpose |
|---|---|---|
|
FinalCreditLetter |
Notification |
Provisional credit finalized notification |
|
WriteOffResolutionLetter |
Notification |
Full refund (write-off) resolution notification |
|
CustomerLiableResolutionLetter |
Notification |
Customer liable resolution letter |
|
TransactionRecognizedResolutionLetter |
Notification |
Customer recognized transaction resolution letter |
|
DuplicateResolutionLetter |
Notification |
Duplicate dispute resolution notification |
|
FullCreditResolutionLetter |
Notification |
Notify the customer of a full credit received resolution |
|
PartialCreditLetter |
Notification |
Notify the customer of partial credits received against disputed transaction |
|
RegEProvisionalCreditReversalLetter |
Notification |
Reg E Provisional Credit reversal letter |
|
ProvisionalCreditReversalLetter |
Notification |
Provisional Credit reversal letter |
|
ConfirmationOfProvisionalCredit |
Notification |
Provisional credit confirmation letter |
|
SendAckForResolvedCourtesyWriteOff |
Notification |
Acknowledgment when exception resolved as a courtesy write-off |
|
SendAckForResolvedNoAction |
Notification |
Acknowledgment when exception resolved as no action taken/sender liable |
|
SendAckForResolvedCredited |
Notification |
Acknowledgement when exception resolved as credited |
|
SendAckForResolveRefunded |
Notification |
Acknowledgment when exception resolved as refunded |
|
SendAckForResolveCorrected |
Notification |
Acknowledgment when exception resolved as corrected |
|
ClaimResolutionLetter |
Notification |
Claim resolution notification |
Correspondence configurations
Pega Smart Dispute Agentic Automation has a standard PegaFSPE-Work flow to control all correspondence generation. Currently, it only supports the correspondence that is sent to the Payer party.
The Send Notification flow in the Visa Dispute Case Type handles the functionality of sending the correspondence to the customer in the application.
You can add Send Notification flow steps to the workflow based on the business requirements. The following figure shows an example of the Send Notification flow is in the Visa Dispute Case Lifecycle:
The following figure shows the Send notification flow:
The SetCorrData decision table evaluates the correspondence template and subject for Case resolution emails based on the Case resolution status. Available at the claim level, exception level, and Zelle (NonCard), the decision table Rule uses multiple inputs to determine the correct correspondence template and subject text. To customize these Rules, copy them into your implementation layer.
The following figure shows the SetCorrData decision table at the claim level:
The following figure shows the SetCorrData decision table at the exception level:
The following figure shows the SetCorrData decision table at the Zelle level:
This Topic is available in the following Modules:
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