System and method for facilitating the handling of a dispute using disparate architectures

• US 20040006539A1
• Filed: 03/18/2003
• Published: 01/08/2004
• Est. Priority Date: 03/29/2000
• Status: Active Grant

• Current Assignee: Liberty Peak Ventures, LLC (Dominion Harbor Enterprises, LLC)
• Original Assignee: American Express Travel Related Services Company, Inc. (American Express Company)
• Inventors: Continelli, Judith, Royer, Coby, Hazeltine, Sandra
• Granted Patent: US 7,725,385 B2
• Time in Patent Office: Days
• US Class Current: 705/40
• CPC Class Codes: G06Q 10/10 Office automation; Time management
• CPC Class Codes: G06Q 20/02 involving a neutral party, e.g. certification authority, notary or trusted third party [TTP]
• CPC Class Codes: G06Q 20/10 specially adapted for electronic funds transfer [EFT] systems; specially adapted for home banking systems
• CPC Class Codes: G06Q 20/102 Bill distribution or payments
• CPC Class Codes: G06Q 20/403 Solvency checks
• CPC Class Codes: G06Q 30/06 Buying, selling or leasing transactions
• CPC Class Codes: G06Q 40/03 Credit; Loans; Processing thereof
• CPC Class Codes: G06Q 50/182 Alternative dispute resolution

Abstract

A system is disclosed for handling post transactional credit disputes in real-time via a variety of transactional environments and architectures. The system includes one or more workstations linked to a communication channel and one or more servers with at least one having capability of displaying a plurality of pre-existing dispute handling forms. A party in dispute may access the forms, choose an appropriate dispute handling form, provide data in the pre-defined requested fields on the form, and transmit the form over the communication channel to a server for processing. A server accepts a User ID and password from a user, retrieves and displays a set of dispute handling forms, receives input entered on the forms, routes the forms to a second user in dispute, and makes the forms available for viewing to the second user. The program may further index the data entered on the forms using a code-based method.

Claims

1. A system for facilitating handling of a post-transactional credit dispute comprising:

a first workstation capable of receiving commands from a dispute-resolution initiator;

a second workstation capable of receiving commands from a dispute-resolution responder;

a server in communication with said workstations;

a storage having a plurality of pre-existing dispute handling forms stored thereon, said forms having pre-defined content capable of being viewed and field-populated by said workstations, said forms capable of being transmitted between said workstations such that said initiator selects an initiator form from a pre-existing initiator form selection and transmits said initiator form to said responder, said responder views said initiator form and selects a responder form from a pre-existing responder form selection and transmits said responder form to said initiator and so on; and

a communication channel coupling said workstations and said database.

2. The system of claim 1, wherein said form selection for said initiator comprises a Retrieval Request, a First Chargeback and a Final Chargeback, and said form selection for said responder comprises a Fulfillment and a Second Presentment.

3. The system of claim 1, wherein said dispute-resolution initiator comprises one of an Issuer or a cardmember and said dispute-resolution responder comprises one of an Acquirer or a service establishment.

4. The system of claim 1, wherein said server comprises a central server communicating with said storage and said initiator and responder accessing a web site for said form selection.

5. The system of claim 1, further comprising a second server wherein said first server coupled to said first workstation and said second server coupled to said second workstation and said servers in communication with said workstations via said communication channel.

6. The system of claim 5, further comprising a first infrastructure coupled to said first server and a second infrastructure coupled to said second server, wherein said infrastructures provide interfacing capabilities within said workstation-server systems.

7. The system of claim 5, further comprising an external resolver in communication with said servers, said external resolver facilitating routing of information between said servers.

8. The system of claim 7, further comprising a discovery mechanism providing interfaces for said servers to locate said external resolver.

9. The system of claim 8, wherein said discovery mechanism provides suitable URLs.

10. The system of claim 1 comprising a business-to-business architecture.

11. The system of claim 10, further comprising a first infrastructure in communication with said first workstation and a second infrastructure in communication with said second workstation, wherein said infrastructures provide interfacing capabilities.

12. A method executed in a network computer system for facilitating handling of a post-transactional credit dispute, the network computer system having a first client system and a second client system, the method comprising:

from said first client system,

retrieving a plurality of pre-existing dispute handling forms having pre-defined content and being digitally represented;

transmitting one of said forms to said second client system, thereby initiating resolution of a post-transactional credit dispute;

notifying said second client system of said form;

from said second client system,

reviewing said form received from said first client system;

retrieving a second plurality of pre-existing dispute handling forms having pre-defined content and being digitally represented; and

transmitting one of said second forms to said first client system, thereby responding to said post-transactional credit dispute.

13. The method of claim 12, wherein said first client system comprises a dispute initiator comprising one of an Issuer or a cardmember and said second client system comprises a dispute responder comprising one of an Acquirer or a service establishment.

14. The method of claim 12, wherein said network computer system further comprising an external resolver receiving routing information from one of said first or second client systems and facilitating the transmitting of said forms between said client systems.

15. The method of claim 14, further comprising providing a suitable URL from said external resolver.

16. The method of claim 12, wherein said transmitting comprises Extensible Markup. Language (XML) schema.

17. The method of claim 12, wherein said transmitting comprises via a business-to-business architecture.

18. The method of claim 12, wherein said transmitting comprises via an external resolver architecture such that said first client system includes a first server and said second client system includes a second server.