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
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 almost 2 years ago