Dispute Resolution Workflow

Début du flux de travail/processus.

Fetch the initial dispute entry and associated customer data from the Dispute Data Model.

Retrieve all related transaction records linked to the disputed entry to verify amounts.

Sum the values of all disputed line items within the current dispute entry.

Apply business logic formula to determine if the dispute amount falls within the auto-refund threshold.

Create a task for the Dispute Specialist to review the evidence and transaction history.

Update the status field in the Dispute Data Model to reflect the active investigation stage.

Retrieve all uploaded files and documentation attached to the dispute entry.

Create a high-priority task for the Department Manager if the dispute exceeds the predefined threshold.

Calculate the total financial impact by adding the disputed amount to the associated processing fees.

Update the dispute entry with the final decision (Approved/Denied) and the outcome notes.

Generate a new entry in the Refunds Data Model to trigger the actual payment process.

Update the original transaction entry to 'Reversed' or 'Adjusted' based on the outcome.

Send an automated email to the customer explaining the outcome of their dispute.

Send a brief SMS notification to the customer for high-priority resolution updates.

Create a permanent record in the Audit Data Model documenting the decision and the user who authorized it.

Create a periodic report aggregating all resolved disputes to identify fraud patterns or trends.

If a duplicate dispute is identified during investigation, delete the redundant entry from the system.

Fin du flux de travail/processus.