Dossier Case Management
Structured human execution for complex dispute work.
Smart case management capability that ensures the right steps are taken, evidence is captured completely, and handed off cleanly – so your teams spend less time fixing mistakes and more time resolving cases.
Dispute Work Breaks Down After Intake
Once a dispute is accepted, complexity increases fast. Different case types follow different rules. Credits must be applied, reversed, or recovered correctly. Deadlines change depending on regulation and scenario. Letters must be sent at the right time with the right language. Call centers need answers while cases are still in progress.
Most dispute teams manage this complexity across spreadsheets, inboxes, and institutional knowledge. As volume grows, work slips, steps are missed, and consistency suffers—creating compliance risk, rework,and avoidable loss.
Dossier exists to bring order, visibility, and control to this execution layer.
Dossier Case Management
Eight capabilities that bring structure, visibility, and control to every stage of dispute case execution.
1: Built to Handle Every Dispute Scenario
Dossier supports the full range of dispute case types—including Reg E, Reg Z, ACH, negative balance, and rebuttal cases—without forcing processors to adapt their work to the system. Each case follows the correct execution path based on its type, ensuring processors apply the right steps, credits, and timelines.
2: Full Control of the Credit Lifecycle
Credits are one of the highest-risk areas in dispute processing. Dossier manages the entire credit process inside the case: provisional credits, final credits, credit reversals, and merchant credits and recoveries. Each action is recorded, tracked, and tied to the case timeline.
3: Chargebacks and Recovery, Managed in Context
Chargebacks and recoveries are not side processes—they are part of the dispute story. Dossier records and tracks chargeback activity and recovery directly within the case, keeping outcomes, funds, and timelines aligned.
4: Customer Communication Built Into the Workflow
Dossier includes letter generation directly within case workflows. Letter templates ensure consistent, compliant messaging. Dynamic data population reduces manual effort and errors. Letters can be sent at any point in the case lifecycle. Communication stays timely, accurate, and defensible.
5: Keep Call Centers Informed Without Manual Updates
Dossier supports call center communication through structured call center notes tied to the case. When a cardholder calls, the CSR sees current case status without interrupting the processor or searching for information.
6: Pends That Keep Work on Track
Dossier allows processors to set pends that keep cases moving forward. When additional information is needed, a case can be placed on hold with a defined follow-up date and reason—preventing it from falling through the cracks.
7: Personal Queues for Processors, Oversight for Managers
Case processors work from their own personal queues, giving them clear focus and accountability for the cases they own. Managers see queue depth, aging, and workload distribution across the team.
8: A Complete Case History You Can Reconstruct Later
Every case includes a structured history of activity—what happened, who did it, and when—so managers and reviewers can understand decisions without relying on memory or scattered notes. When questions come up later, the case tells its own story.
Frequently Asked Questions
Does Dossier support all our dispute case types?
Yes. Dossier handles the full range of case types your teams manage, including Reg E, Reg Z, ACH, negative balance, and rebuttal cases. Each case type follows its own correct execution path automatically, so processors don’t have to adapt their workflow to fit the system.
How does Dossier handle credits during a dispute?
Every stage of the credit lifecycle — provisional credit, final credit, credit reversal, and merchant recovery — is tracked directly inside the case. Each action is recorded and tied to the case timeline, so credits are applied, reversed, and reconciled correctly without manual tracking.
Can our call center see case status without interrupting the processor?
Yes. Structured call center notes are tied to each case, so a representative can see current status and context immediately when a cardholder calls — no need to track down the assigned processor.
What happens if a case is waiting on outside information?
Processors can set a pend with a defined reason and follow-up date. The case surfaces automatically when it’s due, so nothing sits forgotten while waiting on a merchant, a document, or a customer response.
