ChecklistGuro Dispute Resolution Workflow
Streamline your conflict management with our automated Dispute Resolution Workflow. Designed for seamless Case Management, this intuitive process accelerates investigation, tracks communications, and ensures fair, transparent outcomes. Eliminate manual errors, reduce resolution time, and maintain full audit trails for every dispute.
Start
Start of the Workflow/Process.
1. Retrieve Dispute Details
Fetch the initial dispute entry and associated customer data from the Dispute Data Model.
2. Fetch Transaction History
Retrieve all related transaction records linked to the disputed entry to verify amounts.
3. Calculate Total Disputed Amount
Sum the values of all disputed line items within the current dispute entry.
4. Calculate Refund Eligibility
Apply business logic formula to determine if the dispute amount falls within the auto-refund threshold.
5. Assign Investigation Task
Create a task for the Dispute Specialist to review the evidence and transaction history.
6. Update Dispute Status to 'Under Review'
Update the status field in the Dispute Data Model to reflect the active investigation stage.
7. Check Evidence Attachments
Retrieve all uploaded files and documentation attached to the dispute entry.
8. Manager Approval Task
Create a high-priority task for the Department Manager if the dispute exceeds the predefined threshold.
9. Calculate Total Loss Impact
Calculate the total financial impact by adding the disputed amount to the associated processing fees.
10. Update Dispute Decision
Update the dispute entry with the final decision (Approved/Denied) and the outcome notes.
11. Create Refund Entry
Generate a new entry in the Refunds Data Model to trigger the actual payment process.
12. Update Transaction Status
Update the original transaction entry to 'Reversed' or 'Adjusted' based on the outcome.
13. Notify Customer of Resolution
Send an automated email to the customer explaining the outcome of their dispute.
14. Send SMS Alert
Send a brief SMS notification to the customer for high-priority resolution updates.
15. Create Audit Log Entry
Create a permanent record in the Audit Data Model documenting the decision and the user who authorized it.
16. Generate Monthly Dispute Summary
Create a periodic report aggregating all resolved disputes to identify fraud patterns or trends.
17. Remove Duplicate Dispute
If a duplicate dispute is identified during investigation, delete the redundant entry from the system.
End
End of the Workflow/Process.
Start of the Workflow/Process.
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.
End of the Workflow/Process.
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