Method and system for facilitating electronic dispute resolution

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 questionnaire is designed to capture information from the cardholder and/or the issuer relating to the disputed transaction. The questionnaire may be pre-populated with previously retrieved transactional information which is stored in the case folder. Relevant documents in support of the disputed transaction may also be attached as part of the questionnaire. Various parties to the dispute may then provide relevant information (including supporting documentation) to the system. The relevant information provided by the parties is maintained in the case folder. The system then keeps track of the relevant timeframes for the case folder to ensure that each party to the dispute is given the correct period of time to respond during the processing of a dispute. Prior to filing the dispute for arbitration or compliance, the system permits the parties to resolve the dispute amongst themselves without the help of an arbiter through pre-arbitration and pre-compliance. If the parties to the dispute are unable to resolve the dispute on their own, the system also permits the parties to resolve the dispute via arbitration or compliance with the help of an arbiter. The system provides the arbiter with access to the case folder to allow the arbiter to render an informed decision on the dispute.

1 . (canceled) 
   
   
       2 . A method for electronically disputing a charge-back, the method comprising:
 receiving charge-back information, via an online dispute resolution system, regarding a charge-back of a credit transaction with a credit card user;   disputing, via the online dispute resolution system, the charge-back of the credit transaction; and   providing, to the online dispute resolution system, dispute information for disputing the charge-back of the credit transaction.   
   
   
       3 . The method of  claim 2 , wherein the online dispute resolution system presents the charge-back information with options for disputing or accepting the charge-back of the credit transaction. 
   
   
       4 . The method of  claim 2 , wherein the charge-back information includes supporting information provided by the credit card user or an issuer. 
   
   
       5 . The method of  claim 2 , wherein the online dispute resolution system presents suggested options for providing the dispute information. 
   
   
       6 . The method of  claim 5 , wherein the suggested options comprise a plurality of document types. 
   
   
       7 . The method of  claim 6 , wherein the plurality of document types include at least one of: transaction receipt, credit receipt, refund acknowledgement, cardholder letter, merchant letter, 3 rd -party opinion, merchant's goods/services description, merchant's return/cancellation instructions, proof of delivery, shipment letter, transaction log, issuer certification, acquirer certification, and authorization logs. 
   
   
       8 . The method of  claim 6 , wherein the at least one of the plurality of document types was previously stored in the online dispute resolution system and is presented as a selectable document for providing the dispute information. 
   
   
       9 . The method of  claim 2 , wherein the online dispute resolution system presents the charge-back information with a time period to dispute the charge-back of the credit transaction. 
   
   
       10 . The method of  claim 9 , wherein the online dispute resolution system is configured to award a default decision in favor of the credit card user of the time period expires without disputing the charge-back of the credit transaction. 
   
   
       11 . The method of  claim 2 , wherein receiving, disputing, and providing occurs at a merchant interface electronically coupled to the online dispute resolution system. 
   
   
       12 . A online dispute resolution system for electronically disputing a charge-back, the system comprising:
 control logic for receiving charge-back information regarding a charge-back of a credit transaction with a credit card user;   control logic for disputing the charge-back of the credit transaction; and   control logic for providing dispute information for disputing the charge-back of the credit transaction.   
   
   
       13 . The system of  claim 12 , further comprising:
 control logic for providing options with the charge-back information for disputing or accepting the charge-back of the credit transaction.   
   
   
       14 . The system of  claim 12 , wherein the charge-back information includes supporting information provided by the credit card user or an issuer. 
   
   
       15 . The system of  claim 12 , further comprising:
 control logic for suggesting options for providing the dispute information.   
   
   
       16 . The system of  claim 15 , wherein the suggested options comprise a plurality of document types. 
   
   
       17 . The system of  claim 16 , wherein the plurality of document types include at least one of: transaction receipt, credit receipt, refund acknowledgement, cardholder letter, merchant letter, 3 rd -party opinion, merchant's goods/services description, merchant's return/cancellation instructions, proof of delivery, shipment letter, transaction log, issuer certification, acquirer certification, and authorization logs. 
   
   
       18 . The system of  claim 16 , further comprising:
 control logic for selecting at least one of the plurality of document types which was previously stored, and   control logic for presenting the at least one previously stored document as a selectable document for providing the dispute information.   
   
   
       19 . The system of  claim 12 , wherein the charge-back information includes a time period to dispute the charge-back of the credit transaction. 
   
   
       20 . The system of  claim 19 , wherein a default decision in favor of the credit card user is configured to occur if the time period expires without disputing the charge-back of the credit transaction. 
   
   
       21 . The system of  claim 12 , wherein the control logic for receiving, the control logic for disputing, and the control logic for providing are configured for receiving user inputs from a merchant interface.