transaction-dispute-workflow

# Handling a disputed transaction Three paths, and picking the wrong one loses the customer's money or the firm's. ## Classify first - **Unauthorised** — the customer did not make it. Card is blocked before anything else happens. - **Authorised but wrong** — wrong amount, duplicate, or goods not received. Merchant first, chargeback second. - **Recognised on reflection** — a subscription or a trading name they did not recognise. Resolve by explaining, and log it. ## Evidence, per path Unauthorised: when they last had the card, whether details were shared, other transactions they do not recognise. Not-received: order confirmation, promised delivery date, merchant contact attempts with dates. ## The clocks Say the deadline that applies to their path, and that it runs from the transaction date rather than from today. A dispute raised on day 121 of a 120-day window is not a judgement call. ## Never Promise an outcome, promise a temporary credit, or advise them to stop paying anything.