Customer Disputes Process

Business Rules

No.	Rule
1	The internal existing processes within the specific acquiring bank will remain exactly the same.
2	Access and training will be given to the relevant business units within the acquiring bank so that they will be equipped to handle all Scan to Pay disputes.
3	UKheshe/Oltio will provide necessary guidance as and when necessary, however as access to the relevant systems will be given to the bank UKheshe/Oltio will not be involved in the Dispute Resolution process.

Agent Bank Dispute Process

1332 — Agent Bank Dispute Process

Use Cases

Brief description	Actors	Trigger Event:
This relates to disputes by customers for transactions appearing on their bank statements for a Scan to Pay purchase ONLY!	Customer Chargebacks and Disputes Department Fraud Claims Unit	Customer disputes payment on statement

Scenario 1: Non Scan to Pay Transaction

Step	Actor	Action Description
1	Customer	Customer disputes transaction (Debit / Credit / Cheque) Form: Statement of Dispute
2	Chargebacks & Disputes Department	Receive Dispute Request
3	Chargebacks & Disputes Department	Determine what type of transaction this is?
4	Chargebacks & Disputes Department	On-Us? Not On-US? AMT? 3DSecure? Scan to Pay?
5	Chargebacks & Disputes Department	Follow existing processes as at today
6	Customer	Receive outcome

Scenario 2: Resolution without Escalation

Step	Actor	Action Description
1	Customer	Customer disputes transaction (Debit / Credit / Cheque) Form: Statement of Dispute
2	Chargebacks & Disputes Department	Receive Dispute Request
3	Chargebacks & Disputes Department	Determine what type of transaction this is?
4	Chargebacks & Disputes Department	On-Us? Not On-US? AMT? 3DSecure? Scan to Pay?
5	Chargebacks & Disputes Department	Investigate on the Scan to Pay Portal
6	Chargebacks & Disputes Department	AMT: Extract Scan to Pay Transaction Certificate 3DS: Investigate on Bankserv Portal for UCAF data
7	Chargebacks & Disputes Department	Investigate outcome, enough information to proceed?
8	Chargebacks & Disputes Department	Log incident & respond to customer with outcome of dispute
9	Chargebacks & Disputes Department	Receive outcome

Scenario 3: Resolution with escalation to the Fraud & Claims Unit

Step	Actor	Action Description
1	Customer	Customer disputes transaction (Debit / Credit / Cheque) Form: Statement of Dispute
2	Chargebacks & Disputes Department	Receive Dispute Request
3	Chargebacks & Disputes Department	Determine what type of transaction this is?
4	Chargebacks & Disputes Department	On-Us? Not On-US? AMT? 3DSecure? Scan to Pay?
5	Chargebacks & Disputes Department	Investigate on the Scan to Pay Portal
6	Chargebacks & Disputes Department	AMT: Extract Scan to Pay Transaction Certificate 3DS: Investigate on Bankserv Portal for UCAF data
7	Chargebacks & Disputes Department	Investigate outcome, enough information to proceed?
8	Chargebacks & Disputes Department	Forward query to Fraud
9	Fraud Claims Unit	Receive query
10	Fraud Claims Unit	Investigate on the Scan to Pay Portal
11	Fraud Claims Unit	Follow existing processes as at today to investigate and resolve
12	Fraud Claims Unit	Forward feedback to Chargebacks Team
13	Chargebacks & Disputes Department	Receive Feedback
14	Chargebacks & Disputes Department	Log incident & respond to customer with outcome of dispute
15	Customer	Receive outcome

Updated 9 days ago