Method and system for facilitating electronic dispute resolution

US7356516B2 · kind B2 · utility

Assignee

• Visa U.S.A. Inc. · US

Inventors

• David Richey · Hayward, US
• Marie King · Redwood City, US
• Lisa Bernhard · Foster City, US
• David Van Horn · Danville, US

Key dates

• Filing date: Jun 13, 2002
• Grant date: Apr 8, 2008
• Expiry date: Jun 13, 2022

Classification

• Technology area (CPC G): Physics
• CPC primary: G06Q50/188
• WIPO field: IT methods for management
• WIPO sector: Electrical engineering

Abstract

A system for facilitating payment transaction disputes is provided. According to one aspect of the system, a user, such as an issuer, is allowed to use the system to resolve a disputed transaction. Based on information provided by a cardholder, the issuer is able to use the system to retrieve transactional information relating to the disputed transaction reported by the customer for review. When the issuer uses the system to retrieve information relating to the disputed transaction, a case folder is created. The case folder is a repository for storing all the relevant information and documentation relating to the disputed transaction. Using the information retrieved by the system, the issuer then determines whether to initiate a dispute. Alternatively, the system can also be used by an acquirer to respond to a dispute, usually on behalf of one of its merchant. If a dispute is responded to, a questionnaire is then created by the system. Alternatively, the issuer may decline to initiate a dispute and either seek additional information from the cardholder or deny the cardholder's inquiry. The case folder and the questionnaire are created for a specific disputed transaction. The questi…