Resolve card disputes through evidence-backed chargebacks

Classify each cardholder dispute, suspend interest on the disputed amount, and match transaction records to the chargeback, merchant response and network arbitration outcome. The card disputes unit can credit or re-bill with a documented explanation and keep complaints from reaching the Ombudsman.

Starts when

Cardholder disputes a transaction on the statement (fraud, error, non-delivery, duplicate)
Failed PoS or card-not-present transaction not auto-reversed

People in the process

CCard DisputesProcess Owner
CCard OperationsParticipating Team
CCustomer ServiceParticipating Team

The process is a starting point. The standards are yours.

Configure for the bank or lender’s category, permissions and applicable RBI directions. Outsourcing, customer conduct, recovery and reporting controls use the institution’s approved interpretation and delegated authority.

Keep the work connected.

Legal Recoveries

Choose SARFAESI, DRT or IBC from one enforcement file

When a loan defaults, bring the loan history, executed documents, security, certified statement of account, valuations and disputes into one account file. Legal Recoveries can confirm enforceability and limitation, and the recovery committee can choose the route before any notice issues.

CCRR

Legal Disputes

Defend borrower lawsuits from one approved fact record

When a borrower sues or escalates, reconcile signed terms, account statements, complaint history, notices and staff accounts into one approved fact record. Legal Disputes can track every filing deadline and counsel can plead consistent positions across consumer, civil and DRT forums.

OCE

Recoveries

Release security only after the settlement is fully paid

Track each one-time settlement instalment against the sanctioned amount, schedule and conditions before closing the loan account. Recoveries can withdraw pending cases, release security, return original documents and issue the no-dues certificate only once every term is met.

FLC

Explore all Banking & lending processes.

Order for the work. Room for the people.