Method and apparatus for processing electronic dispute data
AssigneeFirst Data Corporation
InventorsDanial Pagliari, Carol York, Daniel Salvatore, Kelley Everetts
Life of this patent
Estimating the term…
Abstract
One embodiment of the invention allows a merchant to obtain a request sent by an investigator for supporting documentation or information and reply with a scanned document in reply to the investigator's request. The investigator can then process the scanned document and/or merchant response and quickly and efficiently resolve a disputed payment transaction.
Claims17
A method of processing a payment transaction dispute at a dispute processor wherein said dispute processor processes transaction disputes between a cardholder of an issuer and a merchant of an acquirer, said method comprising:
- receiving at a dispute processor a payment transaction dispute generated by an issuer;
- obtaining for said dispute processor from an acquirer a set of data relating to said payment transaction dispute;
- providing said set of data as an input to a computerized rules engine;
- processing said set of data with said rules engine;
- designating said payment transaction dispute to a queue of said dispute processor based on the result of processing said set of data with said rules engine;
- forming a plurality of payment transaction disputes in said queue;
- regulating execution of a workload of a human investigator at said dispute processor via displaying only a partial listing of said second queue of cases for viewing by said human investigator so as to prevent said human investigator from selectively avoiding cases to work.
A method of processing a payment transaction dispute resolution case at a dispute processor wherein said dispute processor processes transaction disputes between a cardholder of an issuer and a merchant of an acquirer, said method comprising:
- receiving at a dispute processor a disputed transaction sent by an issuer;
- obtaining a set of data for said payment transaction dispute resolution case for use by said dispute processor;
- establishing for said dispute processor a queue comprising a plurality of disputed cases for resolution by a human investigator assigned to said queue;
- disposing said payment transaction dispute resolution case in said queue;
- automatically processing said set of data so as to determine a set of possible actions that can be performed on said case by said dispute processor for purposes of resolving said case;
- communicating said set of possible actions to said human investigator assigned to said queue;
- regulating execution of a workload of said human investigator via displaying only a partial listing of said queue for viewing by said human investigator so as to prevent said human investigator from selectively avoiding cases to work;
- obtaining data at said dispute processor from an acquirer for use in resolving said transaction dispute.
A method of processing a payment transaction dispute resolution case at a dispute processor wherein said dispute processor processes transaction disputes between a cardholder of an issuer and a merchant of an acquirer, said method comprising:
- providing a set of data for a disputed case, said disputed case submitted to a dispute processor from an issuer;
- establishing for said dispute processor a queue of disputed cases for resolution by a human investigator assigned to said queue;
- disposing said payment transaction dispute resolution case in said queue so as to provide a plurality of cases for resolution by said human investigator assigned to said queue;
- regulating execution of a workload of said human investigator via displaying only a partial listing of said queue for viewing by said human investigator so as to prevent said human investigator from selectively avoiding cases to work;
- designating an action to be performed on said disputed case by said dispute processor;
- processing said set of data and said designated action so as to determine a set of sub-actions that can be performed on said case;
- determining which of said sub-actions are required;
- determining which of said sub-actions are optional;
- and
- implementing said required sub-actions by said dispute processor;
- obtaining data at said dispute processor from an acquirer for use in resolving said transaction dispute.
Dependencies are inferred from the claim text.