Once a Chargeback Case is raised, it moves through the following stages:
| Stage | Description |
|---|---|
| Dispute Raised | The case is logged against the transaction with a reason code and dispute amount |
| Merchant Notified | The merchant is notified and asked to submit supporting evidence |
| Representment Submitted | The merchant's evidence is submitted before the Representment Deadline |
| Arbitration | Reached if the dispute isn't resolved at representment; escalated to the card network |
| Resolved | The case is closed in the merchant's or cardholder's favor |
| Stage | Description |
|---|---|
| Refund Requested | The request is logged with the refund type and amount |
| Approval | Reached only when Refund Type is Goodwill and the amount exceeds the auto-approval threshold; a supervisor reviews and approves |
| Processing | The refund is submitted to the payment gateway or alternate payout mode |
| Completed | The refund is confirmed and the SLA clock stops |
Business Rules run on the Chargeback Case Form and Refund Request Form to calculate deadlines and control routing. Reconciliation Exception Management has no Business Rule configured — its Status field is set manually.
| Rule Name | App | Purpose |
|---|---|---|
| Representment Deadline Calculation | Chargeback Case Management | Sets Representment Deadline to Dispute Raised Date plus the card network's TAT |
| SLA Due Date Calculation | Refund Request Management | Sets the Refund SLA Due Date to Request Date plus a fixed 5-day turnaround |
| Goodwill Approval Trigger | Refund Request Management | Routes to the Approval stage only when Refund Type is Goodwill and the amount exceeds the threshold |
| Chargeback-Driven Link | Refund Request Management | Requires a valid Linked Case ID when Refund Type is Chargeback-Driven |
The first two rules above are implemented and published. Goodwill Approval Trigger and Chargeback-Driven Link are documented design intent only — not yet configured as real Business Rules.
To learn more about configuring workflow steps, refer to the Workflow article. To learn more about configuring business rules, refer to the Business Rules article.