# Dispute & Chargeback Management Module ## Overview The **Dispute & Chargeback Management** module enables an Acquirer to manage the complete dispute lifecycle from customer complaint through chargeback, representment, pre-arbitration, arbitration, financial adjustments, and final closure. The module is designed for multiple user personas: - Operations Team - Dispute Analyst - Merchant - Merchant Support - Customer Service - Risk Team - Finance Team - Supervisor - Auditor - Scheme Operations Team --- # Module Structure ```text Dispute Management │ ├── Dashboard ├── Disputes ├── Chargebacks ├── Pre-Arbitration ├── Arbitration ├── Cases ├── Merchant Responses ├── Evidence Management ├── Financial Adjustments ├── Rules & Automation ├── Reports ├── Administration └── Audit ``` --- # 1. Dashboard ## Screen - Dashboard ## Purpose Provides real-time operational visibility into dispute processing. ## Widgets - Total Open Disputes - New Disputes Today - Cases Awaiting Assignment - Cases Waiting for Merchant - Cases Waiting for Analyst - SLA Breached - Representment Pending - Arbitration Pending - Closed Today - Total Won Amount - Total Lost Amount - Recovery Percentage - Chargeback Ratio - Average Resolution Time - Aging Summary - Network Distribution - Merchant Ranking - Top High-Risk Merchants - Analyst Performance - Recent Activities --- # 2. Disputes ## Menu Structure ```text Disputes │ ├── New ├── In Progress ├── Waiting Merchant ├── Under Review ├── Accepted ├── Rejected ├── Closed └── Search ``` ## Screens ### 2.1 Dispute List Columns - Case ID - Dispute ID - Transaction ID - Merchant - Terminal - MID - TID - Amount - Currency - Scheme - Reason Code - Current Stage - Assigned Analyst - SLA Due Date - Status - Created Date Actions - View - Assign - Reassign - Escalate - Hold - Resume - Merge - Close - Export --- ### 2.2 Dispute Details Tabs ```text Summary Timeline Transaction Customer Merchant Evidence Communication Workflow Financial History Notes Audit ``` --- # 3. Chargebacks ## Menu ```text Chargebacks │ ├── Incoming ├── Outgoing ├── Accepted ├── Rejected ├── Representment └── Closed ``` ## Screens ### Chargeback Queue Columns - Chargeback Number - Case Number - Scheme - Reason Code - Chargeback Amount - Due Date - Status - Analyst --- ### Chargeback Details Tabs ```text Overview Original Transaction Chargeback Details Representment Documents Financial Impact Timeline Audit ``` --- # 4. Pre-Arbitration ## Menu ```text Pre-Arbitration │ ├── Pending ├── Submitted ├── Accepted ├── Rejected └── Closed ``` ## Screens - Queue - Case Details - Submission Review - Decision --- # 5. Arbitration ## Menu ```text Arbitration │ ├── Open ├── Submitted ├── Under Review ├── Decision └── Closed ``` ## Screens - Arbitration Queue - Arbitration Details - Scheme Communication - Final Decision --- # 6. Case Management ## Menu ```text Cases │ ├── All Cases ├── Assigned To Me ├── Team Queue ├── Escalated ├── High Priority └── Closed ``` ## Case Detail Tabs ```text Overview Tasks Timeline Activities Documents Notes Workflow SLA Audit ``` --- # 7. Merchant Responses ## Menu ```text Merchant Responses │ ├── Pending ├── Draft ├── Submitted ├── Returned └── Closed ``` ## Merchant Portal Screens - Pending Requests - Upload Documents - Submit Explanation - View Timeline - Case History --- # 8. Evidence Management ## Menu ```text Evidence │ ├── Documents ├── Images ├── Receipts ├── Delivery Proof ├── Device Logs ├── EMV Data ├── Communication ├── CCTV └── Export Package ``` ## Evidence Detail Sections - Document Preview - Metadata - Version History - Download - AI Summary --- # 9. Financial Adjustments ## Menu ```text Financial Adjustments │ ├── Debit ├── Credit ├── Settlement Hold ├── Settlement Release ├── Recovery └── Write-Off ``` ## Screens - Adjustment Queue - Adjustment Details - Settlement Impact - Ledger Entries - Audit Trail --- # 10. Rules & Automation ## Menu ```text Rules & Automation │ ├── Auto Assignment ├── SLA Rules ├── Routing Rules ├── Escalation Rules ├── Auto Accept ├── Auto Reject ├── Notifications └── AI Recommendations ``` ## Screens - Workflow Rules - Assignment Rules - Escalation Rules - Notification Rules - Decision Rules - AI Rule Configuration - SLA Configuration - Automation Logs --- # 11. Reports ## Menu ```text Reports │ ├── Open Cases ├── Closed Cases ├── Aging Report ├── Merchant Ranking ├── Analyst Performance ├── Chargeback Ratio ├── Financial Impact ├── Recovery Report ├── Reason Code Analysis ├── Scheme Analysis ├── SLA Report └── Executive Dashboard ``` --- # 12. Administration ## Menu ```text Administration │ ├── Reason Codes ├── Card Schemes ├── SLA Configuration ├── Priorities ├── Status Master ├── Workflow Configuration ├── Templates ├── Notification Templates ├── Queues ├── Roles ├── Permissions └── User Groups ``` --- # 13. Audit ## Menu ```text Audit │ ├── User Activity ├── Case History ├── Workflow History ├── Document Audit ├── Financial Audit ├── Login Audit └── API Audit ``` --- # Screen Summary | Module | Approximate Screens | |----------|--------------------:| | Dashboard | 1 | | Disputes | 8 | | Chargebacks | 6 | | Pre-Arbitration | 4 | | Arbitration | 4 | | Case Management | 6 | | Merchant Responses | 5 | | Evidence Management | 5 | | Financial Adjustments | 5 | | Rules & Automation | 8 | | Reports | 12 | | Administration | 12 | | Audit | 6 | | **Total** | **82** | --- # Recommended Product Navigation ```text Acquiring Platform (Separate system no need to check ehre) │ ├── Merchant Management ├── Terminal Management ├── Payment Processing ├── Transaction Monitoring ├── Settlement & Reconciliation ├── Fee & MDR Management ├── Dispute & Chargeback Management ├── Fraud & Risk Management ├── Scheme Management ├── Reporting & Analytics ├── Administration └── System Configuration ``` --- # Recommended Dispute Lifecycle ```text Transaction │ ▼ Customer Complaint │ ▼ Dispute Created │ ▼ Case Assignment │ ▼ Evidence Collection │ ▼ Merchant Response │ ▼ Analyst Review │ ▼ Chargeback │ ▼ Representment │ ▼ Pre-Arbitration │ ▼ Arbitration │ ▼ Financial Adjustment │ ▼ Settlement Update │ ▼ Case Closure ``` --- # Future Enhancements ## AI Features - AI-generated representment letters - Evidence completeness validation - Missing document detection - Win probability prediction - Duplicate dispute detection - Recommended next action - Merchant dispute risk scoring - Analyst productivity assistant - Reason code classification - Intelligent case summarization ## Integration Points - Merchant Management - Payment Switch - Settlement Engine - Reconciliation Engine - Fraud Management - CRM - Notification Service - Document Management System - Visa VROL - Mastercard MasterCom - RuPay Dispute Management - Amex Dispute APIs