API Console

Swagger | Microservice

Executive Summary

This service domain handles the initiation, tracking, resolution and reporting on customer cases (issues that typically require corrective response to some financial transaction)

Examples of Use

A case resolution operator works through the resolution of a case, following the established process for the specific case – in this case a disputed charge that is below a threshold allowing the credit to be charged to the merchant

Role Definition

Case resolution tasks follow specific procedures for the type of case involved. Case resolution can be quick by applying resolution rules and obtaining additional authorization as necessary, or they can be long living activities, for example where documentation is requested and has to be retrieved from merchants or other interested parties before the disputed issue can finally be ruled upon. A wide range of case types can be expected

Related Business Scenarios

EXT Handle Customer Relationships Case
Customer Relationship Case Initiation
Handle Card Chargeback at Issuer
Initiate Customer Relationship Case
Process Notification to Remove Amount Block

Core Business Object

Customer Case

Key Features

  • Customer case capture and classification
  • Case related information consolidation
  • Customer case diagnosis and decisioning
  • Customer case resolution implementation