DISPUTE RESOLUTION WORKFLOW

Created by ChecklistGuro (https://checklistguro.com)

[ ] Retrieve Dispute Details: Fetch the initial dispute entry and associated customer data from the Dispute Data Model.
[ ] Fetch Transaction History: Retrieve all related transaction records linked to the disputed entry to verify amounts.
[ ] Calculate Total Disputed Amount: Sum the values of all disputed line items within the current dispute entry.
[ ] Calculate Refund Eligibility: Apply business logic formula to determine if the dispute amount falls within the auto-refund threshold.
[ ] Assign Investigation Task: Create a task for the Dispute Specialist to review the evidence and transaction history.
[ ] Update Dispute Status to 'Under Review': Update the status field in the Dispute Data Model to reflect the active investigation stage.
[ ] Check Evidence Attachments: Retrieve all uploaded files and documentation attached to the dispute entry.
[ ] Manager Approval Task: Create a high-priority task for the Department Manager if the dispute exceeds the predefined threshold.
[ ] Calculate Total Loss Impact: Calculate the total financial impact by adding the disputed amount to the associated processing fees.
[ ] Update Dispute Decision: Update the dispute entry with the final decision (Approved/Denied) and the outcome notes.
[ ] Create Refund Entry: Generate a new entry in the Refunds Data Model to trigger the actual payment process.
[ ] Update Transaction Status: Update the original transaction entry to 'Reversed' or 'Adjusted' based on the outcome.
[ ] Notify Customer of Resolution: Send an automated email to the customer explaining the outcome of their dispute.
[ ] Send SMS Alert: Send a brief SMS notification to the customer for high-priority resolution updates.
[ ] Create Audit Log Entry: Create a permanent record in the Audit Data Model documenting the decision and the user who authorized it.
[ ] Generate Monthly Dispute Summary: Create a periodic report aggregating all resolved disputes to identify fraud patterns or trends.
[ ] Remove Duplicate Dispute: If a duplicate dispute is identified during investigation, delete the redundant entry from the system.

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