Operations center analysts and dispute handlers
When an operations team receives a new dispute and needs to decide whether to reject, write off, or raise a chargeback.
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About
The Dispute management Flow (Ops Center) mind map template provides a structured 70-node flowchart for handling payment disputes within an operations center. It covers four main branches: Reject Dispute (Invalid Dispute), Writeoff Dispute (Issuer accepts), Raise Chargeback (Visa), and Raise to FRM team of Bank (un-authorized - with 2FA). The template details sub-processes such as Allocation (un-authorized - Non 2FA) and Collaboration (Authrorized - Services not rendered), including outcomes like Chargeback Accepted by Acquirer and Chargeback Rejected by Acquirer. It also addresses fraud scenarios with Fraud Accepted (Issuer) and Fraud Rejected. This dispute management cheat sheet is ideal for operations teams needing a clear, actionable workflow for chargebacks and write-offs.
Terms and ConditionsWhen to use this template
Chargeback specialists and risk managers
During a chargeback review process where the acquirer has rejected the claim and pre-arbitration is incoming.
Fraud investigation teams and bank FRM analysts
When handling fraud cases involving unauthorized transactions with 2FA, requiring escalation to the bank's FRM team.
How to use this template
Step 1
Access the Flowchart
Open the .xmind file in Xmind (desktop or web) to view the dispute management flowchart.
Step 2
Review Dispute Resolution Paths
Navigate through the four main branches: Reject Dispute, Writeoff Dispute, Raise Chargeback, and Raise to FRM team.
Step 3
Edit Nodes and Procedures
Click on any node to edit its label or add notes specific to your organization's procedures.
Step 4
Adjust Provisional Credit Logic
Customize the provisional credit logic by modifying the 'If provisional credit is issued' nodes as needed.
Step 5
Export for Documentation
Export the final template as an image or PDF for training or documentation purposes.
Frequently asked questions
The template includes 70 nodes covering four main dispute paths: reject invalid disputes, write off accepted disputes, raise chargebacks via Visa, and escalate to the FRM team for unauthorized transactions with 2FA.
Open the .xmind file in Xmind, then follow the Raise Chargeback (Visa) branch. Depending on the transaction type, choose Allocation (non-2FA) or Collaboration (authorized but services not rendered), and track outcomes like chargeback acceptance or rejection.
Yes, the template is fully editable in Xmind desktop or web. You can customize node labels, add notes, and export as PDF or image for printing.
Allocation handles unauthorized transactions without 2FA, while Collaboration deals with authorized transactions where services were not rendered. Each has distinct sub-processes for chargeback outcomes.
Escalate to the FRM team when the transaction is unauthorized but with 2FA authentication. The template then guides through fraud acceptance or rejection outcomes.
Yes, you can modify the 'If provisional credit is issued' nodes to match your bank's policies, including reversal and permanent credit amounts.
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