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Configuring CSR reason codes/dispute categories

Updated on March 21, 2023

The SSSuggestReasonCode decision table determines the likely reason code based on the association (Visa, Master Card, Amex) and the dispute reason chosen. You can update the reason codes in the decision table.

Pega Smart Dispute for Issuers Implementation Guide
  1. In the Dev Studio header search text field, enter SSSuggestReasonCode and select the PegaCard-Sd-Dispute decision table from the results.
  2. Click Save as.
  3. Click Edit to edit the Identifier name.
  4. In the Apply to field, enter the applicable class name.
  5. Select a ruleset from the Add to ruleset list, and click Create and open.
  6. Modify the reason codes, if needed.
  7. Click Save.
What to do next:
Note: Back office users in the DisputeOperator access group will be able to access the Customer-initiated work queue. Note that the suggested reason code, per the rule SSSuggestReasonCode, appears in the action area of the harness It allows the user to invoke Reason Code Advisor to confirm the suggested reason code, or, if they have sufficient privilege, select the Reason Code directly from the drop-down list, then continue to Ancillary Questions and chargeback. In order to see the CustomerClaim/Fraud work queues, the back office user should be set up as DisputeOperator.

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