Dossier Case Management
Structured human execution for complex dispute work.
Reduce Handle Time. Eliminate Mistakes. Compliant Workflows.
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, deadlines shift by regulation, and letters need the right language at the right moment.
Case-Type Complexity
Reg E, Reg Z, ACH, negative balance, and rebuttal cases each follow different rules.
Credit Errors
Provisional, final, and reversed credits get tracked inconsistently across systems.
Deadline Drift
Regulatory timelines change by scenario and get missed without a system tracking them.
Fragmented Knowledge
Work lives across spreadsheets, inboxes, and institutional memory instead of one system.
Dossier exists to bring order, visibility, and control to this execution layer.
Built to Handle Every Dispute Scenario You Work
Dossier supports the full range of dispute case types your teams manage every day — including Reg E, Reg Z, ACH, negative balance, and rebuttal cases — without forcing processors to adapt their work to the system. The system adapts to the case, not the other way around.
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
- Merchant credits and recoveries
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.
Filed Aug 4 · Recovery in progress
Customer Communication Built Into the Workflow
Dossier includes letter generation directly within case workflows, allowing processors to send the right communication at the right time.
- 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
Keep Call Centers Informed Without Manual Updates
Dossier supports call center communication through structured call center notes tied to the case. Teams can see relevant case information without interrupting processors or relying on informal status checks.
Cardholder called re: status — advised in review.
Call Center · 2:14 PMProvisional credit confirmed applied same day.
J. Alvarez · 9:40 AMPends That Keep Work on Track
Dossier allows processors to set pends that keep cases moving forward. Tasks, follow-ups, and required actions are tracked so nothing slips through the cracks.
Personal Queues for Processors, Oversight for Managers
Case processors work from their own personal queues, giving them clear focus and accountability. Managers have visibility across all cases to identify workload imbalances, bottlenecks, or emerging risk.
Cardholder Context Where You Need It
Dossier surfaces critical cardholder information directly within the case so processors don’t have to switch systems or hunt for context mid-investigation.
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.
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.
