Chargeback & Dispute Controls

Dispute resolution tracking with strict TAT compliance

SEDRA System
E2E Cloud Data
ETHIX Transactions
Multi-Provider
Key Business Requirements
Our digital controls ensure efficient and compliant Chargeback & Dispute resolution:
  • Maintain high Dispute Reconciliation Quality for accurate refunds.
  • Ensure strict TAT Compliance Monitoring for all dispute stages.
  • Achieve seamless Internal-External System Reconciliation for data consistency.
Three-System Integration Architecture
Complex data relationships across local and cloud systems

SEDRA

Dispute Data System (Local DB)
Facts: Dispute Level Data
Dimensions: Stage Information
Status: Internal Processing

E2E

Visa/Mastercard System (Cloud)
Visa Dispute Data
Mastercard Disputes
Payment Provider Data

ETHIX

Customer Transaction System
GL Accounts
Customer Accounts
Transaction History
Card Data

Dispute Processing Flow

1
Dispute Received
E2E System
2
Case Creation
SEDRA System
3
Transaction Lookup
ETHIX System
4
Analysis & Decision
Analyst Review
5
Resolution
Refund/Reject
Multi-Source Data Masking Framework
Complex data relationships across local DB, cloud, and transaction systems

Production Data Sources

SEDRA (Local DB)
Dispute Management
Facts: Dispute Level
Dimensions: Stages
Status: Processing
E2E (Cloud Data)
Payment Networks
Visa Disputes
Mastercard Cases
Provider Data
ETHIX (Transaction DB)
Customer Data
GL Accounts
Customer Accounts
Card Transactions

Sensitive Multi-System Data

SEDRA:
dispute_id: DSP_2024_001234
customer_ref: CUST_789012345
E2E:
visa_case_id: VS_4532_1234_5678
card_number: 4532-1234-5678-9012
ETHIX:
account_number: 98765432109876
transaction_amount: 15000.00

Masked & Linked Test Data

SEDRA:
dispute_id: TEST_DSP_001234
customer_ref: TEST_CUST_001
E2E:
visa_case_id: TEST_VS_001234
card_number: XXXX-XXXX-XXXX-9012
ETHIX:
account_number: TEST_ACC_001
transaction_amount: 12500.00

Cross-System Referential Integrity

SEDRA ↔ E2E
Dispute ID mapping maintained
Case status synchronization
SEDRA ↔ ETHIX
Customer account linking
Transaction reference matching
E2E ↔ ETHIX
Card-to-account mapping
Amount validation checks
Test Data Scenarios
Extensive dispute scenarios covering various network types, fraud patterns, and cross-system integrations

Visa Dispute Scenarios

Merchant Error Chargeback
Reason Code: 13.1 | Amount: $250 | Merchant: Online Retailer
Expected: Automatic refund, merchant notification
Unauthorized Transaction
Reason Code: 10.4 | Amount: $1,500 | Location: International
Expected: Fraud investigation, temporary credit
Non-Receipt of Goods
Reason Code: 13.3 | Amount: $800 | Delivery: Failed
Expected: Merchant documentation review
Duplicate Processing
Reason Code: 12.6 | Amount: $300 | Transactions: 2 identical
Expected: Duplicate detection, automatic refund
Processing Error
Reason Code: 12.1 | Amount: $450 | Error: Currency conversion
Expected: System error analysis, correction

Mastercard Dispute Scenarios

Cardholder Dispute
Reason Code: 4855 | Amount: €350 | Type: Goods/Services
Expected: Merchant response required, evidence review
Authorization Issue
Reason Code: 4808 | Amount: £200 | Issue: Declined authorization
Expected: Authorization log review, liability assessment
Cancelled Recurring
Reason Code: 4841 | Amount: $50/month | Service: Subscription
Expected: Cancellation proof verification
Point of Interaction Error
Reason Code: 4834 | Amount: $120 | Location: ATM
Expected: ATM log analysis, technical investigation
Late Presentment
Reason Code: 4834 | Amount: $75 | Days Late: 180+
Expected: Timeline verification, automatic liability
Dispute Reconciliation Quality Checks
Ensuring accurate refund processing and customer account validation

Refund Accuracy Validation

Customer Account Verification
Validates refund is credited to the correct customer account linked to the disputed transaction
Check: SEDRA.customer_id = ETHIX.customer_id
AND: ETHIX.account_status = 'ACTIVE'
Amount Reconciliation
Ensures refund amount matches the disputed transaction amount
Check: SEDRA.refund_amount = E2E.dispute_amount
Tolerance: ±0.01 for currency conversion

Transaction Validation

Original Transaction Lookup
Verifies the disputed transaction exists in ETHIX system
Check: E2E.transaction_ref EXISTS IN ETHIX.transaction_log
Match: Card number, amount, timestamp
Duplicate Refund Prevention
Prevents multiple refunds for the same dispute case
Check: COUNT(SEDRA.refund_transactions) = 1
Per: Unique dispute case ID

Quality Metrics Dashboard

99.5%
Refund Accuracy
98.2%
Account Match Rate
0.02%
Duplicate Refunds
12
Quality Exceptions

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