Method and apparatus for processing electronic dispute data

• US 7,966,192 B2
• Filed: 08/08/2002
• Issued: 06/21/2011
• Est. Priority Date: 01/30/2002
• Status: Active Grant

• Current Assignee: First Data Corporation (Fiserv Incorporated)
• Original Assignee: First Data Corporation (Fiserv Incorporated)
• Inventors: Pagliari, Danial, York, Carol, Everetts, Kelley, Salvatore, Daniel
• Primary Examiner(s): Plucinski; Jamisue A
• Assistant Examiner(s): LONG, FONYA M
• Application Number:
  US10/215,877
• Publication Number:
  US 20030144866A1
• Time in Patent Office: 3,239 Days
• Field of Search: 705/1, 705/26, 705/75, 705/76, 705/77, 705/78, 705/34, 705/40, 705/8, 705/9, 705/1.1, 705/311, 705/80
• US Class Current: 705/1.1
• CPC Class Codes: G06Q 20/04 Payment circuits
• CPC Class Codes: G06Q 20/12 specially adapted for electronic shopping systems
• CPC Class Codes: G06Q 20/389 Keeping log of transactions for guaranteeing non-repudiation of a transaction
• CPC Class Codes: G06Q 20/42 Confirmation, e.g. check or permission by the legal debtor of payment
• CPC Class Codes: G06Q 50/18 Legal services
• CPC Class Codes: G06Q 50/188 Electronic negotiation

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.

Claims

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.

2. The method as described in claim 1 wherein said obtaining said set of data relating to said payment transaction dispute comprises:

retrieving data from a computerized database, said data relating to details of said payment transaction dispute.

3. The method as described in claim 1 and further comprising:

assigning a queue ID to said set of data in response to said processing.

4. The method as described in claim 3 wherein said designating said payment transaction dispute comprises sorting based on said queue ID.

5. The method as described in claim 1 wherein said processing said set of data with said rules engine comprises:

applying a predetermined set of logical rules to said set of data.

6. The method as described in claim 1 wherein said processing said set of data comprises utilizing data selected from the group of categories of acquirer bank identification number, dispute amount, dispute identifier, issuer bank identification number, merchant number, product code, and reason code.

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:

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.

8. The method as described in claim 7 wherein said communicating said set of possible actions to said human investigator comprises providing a user interface wherein said user interface comprises a display area for displaying said set of possible actions.

9. The method as described in claim 7 wherein said automatically processing said set of data so as to determine said set of possible actions comprises:

determining a total set of actions that can be performed;

filtering out from said total set of actions, any actions which do not apply to the set of data.

10. The method as described in claim 8 and further comprising:

allowing said human investigator to select an action from said set of possible actions.

11. The method as described in claim 7 and further comprising:

displaying said set of possible actions via a user interface for selection by a user;

determining when said user has selected one of said possible actions; and

implementing said action selected by said user.

12. The method as described in claim 7 wherein said automatically processing comprises:

utilizing a set of predetermined rules to operate on said set of data.

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:

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.

14. The method as described in claim 13 and further comprising:

determining an order for implementing said sub-actions.

15. The method as described in claim 13 and further comprising:

determining an order in which to display said sub-actions to said human investigator via a user interface.

16. The method as described in claim 13 and further comprising:

updating a user interface so as to display at least one sub-action.

17. The method as described in claim 13 and further comprising:

utilizing a set of predetermined rules to process said set of data.