Verifi dispute resolution

The following features of the Verifi dispute resolution support efficient dispute handling for both posted and pending transactions: 

• Eligibility check via inquiry API: Verifi inquiry is initiated to determine whether the transaction qualifies for early resolution under Verifi CDRN. 

• Case creation and tracking: If eligible, a Verifi case is created through API and tracked using a unique case ID. 

• Status monitoring and response handling: SDAA polls Verifi for status updates at regular intervals (typically every hour), continuing for up to 48 hours. Based on the status code received, the workflow proceeds accordingly. 

• Merchant credit evaluation: If Verifi indicates that a credit has been or will be posted  through status codes 100, 101, or 951, the system transitions to a merchant credit review screen. Agents can analyze credited transactions and select the appropriate resolution path. 

• Partial credit handling with cardholder input: In partial credit scenarios, SDAA can prompt for cardholder input to determine whether to proceed with a chargeback or resolve the case as cardholder liable. This behavior is controlled through configuration. 

• Fallback to chargeback: If Verifi does not indicate a refund or credit, the case proceeds through the standard chargeback process. 

• Exception and timeout management: If no actionable status is received within the configured timeframe or an exception occurs, the workflow exits the Verifi path and transitions to standard chargeback process. 

• Prevention of duplicate resolution attempts: SDAA tracks whether Verifi has already been triggered for a transaction and avoids re-initiating the process. 

The following are additional features for pending transactions:

• Configurable support for pending transactions: Pending transactions can be routed to Verifi through a configuration setting. 
   
• Parallel flow execution: SDAA runs two flows concurrently, one monitors the pending transaction for posting and the other initiates and manages the Verifi resolution process. 
   
• Flow merging post resolution: Once Verifi resolution is complete, both flows merge to ensure consistent and streamlined case handling. 
   
• Resolution without posting: For cases where the transaction will not be posted (e.g., status code 102), SDAA allows resolution without waiting for the clearing record. 
   
• Outcome synchronization: SDAA ensures that the resolution outcome from Verifi is synchronized with the pending clearing flow, allowing the case to proceed based on merchant response. 

SDAA provides two configuration settings to enable Verifi dispute resolution in the system.  

Send pending transactions to Verifi: When enabled, pending transactions are automatically routed to Verifi for early resolution processing through the CDRN workflow. 

Require cardholder confirmation: When enabled, the workflow presents a confirmation screen to the back-office user, prompting them to confirm how the cardholder wishes to proceed with the dispute. The available options include continuing with chargeback submission or resolving the case as cardholder liable.