Method and apparatus for processing electronic dispute data
First Claim
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1. 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.
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Accused Products
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.
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Citations
17 Claims
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1. 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:
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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. - View Dependent Claims (2, 3, 4, 5, 6)
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7. 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:
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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. - View Dependent Claims (8, 9, 10, 11, 12)
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13. 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:
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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. - View Dependent Claims (14, 15, 16, 17)
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Specification