The Verifi Cardholder Dispute Resolution Network (CDRN) bridges the gap between consumers, merchants, and issuers to create an efficient dispute resolution process. CDRN integrates with partner and issuer technology platforms to enable merchants to engage with the CDRN.

Pega Smart Dispute for Issuers evaluates whether a consumer billing issue should be submitted to Verifi CDRN by invoking the Merchant Lookup API, which verifies whether the merchant is participating with Verifi.

Verifi CDRN cases represent the disputes created in Pega Smart Dispute for Issuers. The Verifi case is created through use of the Create case service. Issuers can use the Read and Update services to poll and retrieve case information, and close the case.

Each CDRN case follows a status life cycle as it is handled and processed in Pega Smart Dispute for Issuers, by the partner, and in the CDRN platform. Once a Verifi case is created, it is managed in the CDRN until resolution. An SLA timer polls the Verifi CDRN at predetermined intervals to check for a merchant outcome or refund status.

The issuer can revoke a case request by updating the case status to REVOKED. Afterwards, a notification is sent to the partner to ensure that any resolution steps can be reverted.

For more information about configuring Pega Smart Dispute for Issuers for integration with Verifi CDRN, see “Configuring integration for dispute resolution” in the Pega Smart Dispute for Issuers Implementation Guide.

For more information about Verifi CDRN integration components available in Pega Smart Dispute for Issuers, see the following articles:

• Supported services
• Integration classes, data classes, and work properties
• Service interaction logging
• Simulation mode
• Authentication