Merchant Engagement and Dispute Workflow Automation Guide

This guide outlines the processes for merchant engagement and dispute workflow automation within a compliance framework. It details the creation of standardized alert templates that explain ratio breaches, root causes, and next steps, along with the assignment of remediation owners and the definition of timelines for follow-up reviews. The document also describes the centralization of chargeback cases in a case management system that is accessible to fraud, finance, and compliance teams. It emphasizes the importance of automating evidence bundling and representment submissions while monitoring dispute success metrics. Additionally, it covers governance aspects, including the production of weekly and monthly compliance reports for senior leadership and maintaining an audit trail of ratio calculations and remediation actions. The guide further discusses the creation of portfolio-level dashboards and alerts, merchant segmentation, risk scoring, and the implementation of policy and onboarding controls to enhance risk management.