When a dispute is resolved by the merchant and the merchant outcome is Resolved, with the refund flag as Not Refunded or NULL, the application checks if the dispute amount is greater than the threshold amount configured. If yes, the application routes the dispute to a separate work queue so that the CSR can contact the cardholder to verify. If the dispute amount is at or under the threshold, the application automatically resolves the dispute with a correspondence sent to the cardholder.
- From the Disputes Manager Portal, click Configuration Wizard.
- Expand the Ethoca Threshold Configurations section and enter or modify thresholds based on customer’s business requirements, if necessary.