A system for facilitating payment transaction disputes is provided.
According to one aspect of the system, a user, such as an issuer, is
allowed to use the system to resolve a disputed transaction. Based on
information provided by a cardholder, the issuer is able to use the
system to retrieve transactional information relating to the disputed
transaction reported by the customer for review. When the issuer uses the
system to retrieve information relating to the disputed transaction, a
case folder is created. The case folder is a repository for storing all
the relevant information and documentation relating to the disputed
transaction. Using the information retrieved by the system, the issuer
then determines whether to initiate a dispute. Alternatively, the system
can also be used by an acquirer to respond to a dispute, usually on
behalf of one of its merchant. If a dispute is responded to, a
questionnaire is then created by the system. Alternatively, the issuer
may decline to initiate a dispute and either seek additional information
from the cardholder or deny the cardholder's inquiry. The case folder and
the questionnaire are created for a specific disputed transaction. The
questionnaire is designed to capture information from the cardholder
and/or the issuer relating to the disputed transaction. The questionnaire
may be pre-populated with previously retrieved transactional information
which is stored in the case folder. Relevant documents in support of the
disputed transaction may also be attached as part of the questionnaire.
Various parties to the dispute may then provide relevant information
(including supporting documentation) to the system. The relevant
information provided by the parties is maintained in the case folder. The
system then keeps track of the relevant timeframes for the case folder to
ensure that each party to the dispute is given the correct period of time
to respond during the processing of a dispute. Prior to filing the
dispute for arbitration or compliance, the system permits the parties to
resolve the dispute amongst themselves without the help of an arbiter
through pre-arbitration and pre-compliance. If the parties to the dispute
are unable to resolve the dispute on their own, the system also permits
the parties to resolve the dispute via arbitration or compliance with the
help of an arbiter. The system provides the arbiter with access to the
case folder to allow the arbiter to render an informed decision on the
dispute.