Create one case record
Connect transaction data, dispute reasons, participant references, deadlines and returned status in one case record.
Risk Service
Dispute Resolution
Coordinate supported dispute cases, deadlines, evidence and returned statuses across the teams and participants responsible for them.
For PSPs, issuers, fintechs, merchants and platforms that need clearer post-transaction dispute operations.
Case intakeDeadline controlEvidence coordinationOutcome feedback
Service outcomes
Turn dispute notices into controlled casework.
These are operating goals, not performance guarantees. Results depend on scope, participants, implementation and customer operations.
Coordinate evidence earlier
Use reason- and workflow-specific evidence requirements to request material from the responsible source.
Return outcomes to operations
Feed approved reason and outcome patterns back to merchant, payment, authentication or customer-service review.
Coverage & fit
Confirm the dispute types, participants and deadlines in scope.
Networks, reason codes, processors, evidence formats, deadlines, representment rights and case stages vary by transaction and participant.
Merchant and PSP disputes
Supported card-payment or provider dispute cases received from contracted participants.
Issuer or card-program operations
Eligible issuer-side case and cardholder-service workflows included in the operating model.
Travel and delayed fulfilment
Booking, cancellation, refund, no-show or delivery evidence where relevant to the case.
Operational feedback
Approved case trends returned to onboarding, screening, authentication or payment teams.
Case outcome is never guaranteed
Evidence coordination cannot guarantee representment eligibility, liability allocation, recovery, win rate or acceptance by an acquirer, issuer or network.
Priority use cases
Use dispute workflows where deadlines and evidence cross several teams.
Merchant chargeback operations
Coordinate transaction, customer, fulfilment and policy evidence against the applicable case deadline.
Marketplace disputes
Relate platform, seller, customer and payment records to the responsible case and decision path.
Travel and hospitality
Organize reservation, disclosure, service, cancellation and refund records for supported disputes.
Issuer cardholder cases
Support eligible issuer or card-program case handling alongside cardholder and authentication records.
Core capabilities
Turn dispute notices into controlled cases and handoffs.
The applicable participant rules, reason codes, deadlines, evidence and response actions are confirmed for the deployment.
Case intake
Receive supported dispute notices, transaction references, reason information and deadlines.
Case classification
Map provider or network detail to the agreed operating categories while retaining source data.
Deadline tracking
Make the applicable response milestone and responsible owner visible to operations.
Evidence checklist
Request reason- and case-specific records from the approved merchant, platform or service source.
Response coordination
Prepare and route supported response actions to the participant responsible for submission.
Outcome reporting
Record status, outcome and approved feedback for operations and risk review.
Integration & deployment
Connect disputes to payment, merchant and service records.
Design covers case source, transaction identifiers, event delivery, deadlines, evidence access, response ownership and outcome updates.
Request technical documentation →Participant case feed
Receive supported dispute events from contracted processors, acquirers, issuers or other sources.
Transaction linkage
Relate the case to gateway, orchestration, authentication and customer references where available.
Evidence sources
Request approved records from fulfilment, booking, merchant, customer-service or policy systems.
Operating queue
Route tasks, deadlines, escalation and outcome status to the responsible team.
How it works
Move a dispute from notice to recorded outcome.
The responsible participant decides whether and how to respond under the applicable rules.
- 1
Receive. Accept the supported case, reason, references and deadline.
- 2
Classify. Map the case to the agreed type and responsible owner.
- 3
Collect. Request the applicable evidence and identify missing material.
- 4
Respond. Route the supported action to the participant authorized to submit it.
- 5
Record and learn. Capture the outcome and return approved insights to operations and risk teams.
Illustrative scenario—not a customer case study
A travel platform receives disputes across bookings, cancellations and refunds.
Context
Payment, reservation and customer-service records are held in different systems and use different case references.
ChallengeThe dispute team spends time locating evidence while deadlines and ownership remain difficult to track.
Possible approach
Vellfi scopes supported case intake, transaction linkage, reason-specific evidence tasks, deadlines and outcome events across the responsible teams.
Potential operating effectThe platform receives defined case ownership and evidence handoffs. Recovery, liability and win-rate outcomes are not guaranteed.
Responsibilities & availability
Keep case coordination and participant decisions distinct.
Customer / merchant
Owns accurate records, disclosures, fulfilment evidence, policy and approved response decisions.
Vellfi
Provides only the supported case workflow, references, tasks and status included in scope.
Acquirer / issuer / network
Applies the relevant dispute rules, deadlines, evidence criteria, liability and case decision.
Other operating teams
Supply approved customer, booking, delivery, refund, authentication or merchant-review records.
Rules and deadlines vary
A dispute workflow must follow the applicable participant rules and current deadlines. Website content is not legal advice or a representment guarantee.
Next step
Map your dispute sources, deadlines and evidence owners.
Share the case sources, transaction references, reason categories and operating handoffs without sending live case files through the public website.
FAQ
Dispute Resolution: common questions
What does Dispute Resolution cover?
It covers supported case intake, classification, deadline visibility, evidence coordination, response handoff and outcome records.
Does Vellfi guarantee a dispute win?
No. The applicable participant decides the case under its rules and available evidence.
Who submits the representment or response?
The participant authorized under the customer’s processor, acquirer, issuer or network arrangement retains that responsibility unless expressly agreed otherwise.
Can dispute cases connect to transaction data?
Potentially, where the transaction, gateway, orchestration, authentication and participant identifiers are available and supported.
How are deadlines handled?
The workflow records supported deadlines and tasks, but the customer and responsible participant must still meet the applicable rule and submission timing.
Can outcomes inform risk operations?
Yes, approved patterns can be returned to screening, onboarding, payment, authentication or customer-service review without treating correlation as proof.
What is useful for scoping?
Case sources, participants, reason codes, volumes, deadlines, evidence systems, response owners and outcome events are useful inputs.