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Technical overview

Updated on June 20, 2022

The resolution email correspondence template uses different flows, decision tables, and correspondence ruleset changes to know the outcome of the case.

Pega Smart Dispute for Issuers

SetCorrData decision table

The SetCorrData decision table evaluates the correspondence template and subject that is sent on case resolution email based on the case resolution status.

The following figure shows a sample configuration of the SetCorrData decision table.

SetCorrData decision table
The Table tab of the SetCorrData decision table specify the correspondence template and email subject to be sent for each case status.

Resolve_Flow flow

The Resolve_Flow flow sets the correspondence name and subject at the Set correspondence data step, and send the corresponding acknowledgment and confirmation note.

The flow for the Resolve_Flow is displayed in the following figure.

Resolve_Flow flow
The Diagram tab of the Resolve_Flow displays the flow to set correspondence name if correspondence is available.

Resolution emails correspondence

The Resolution emails correspondence specifies different correspondence email templates to be used for sending correspondence to a customer when a case is resolved so that the customer knows the outcome of the case.

Resolved-Refunded or Returned Status

When the case is resolved as Resolved-Refunded or Returned, the following email correspondence is sent to the customer upon case resolution.

The following figure shows a sample email sent to customer when the case is resolved as Resolved-Refunded.

Resolved-Refunded/Resolved-Returned
In case of Resolved-Refunded or Resolved-Returned status, an email acknowledgment is sent to the customer.

Resolved-Credited or Reversed status

When the case is resolved as Resolved-Credited or Reversed, the following correspondence email is sent to the customer upon case resolution.

The following figure shows a sample email sent to customer when the case is resolved as Resolved-Credited.

Resolved-Credited/Reversed
In case of Resolved-Credited or Reversed status, an email acknowledgement is sent to the customer upon case resolution.

Resolved-Corrected status

When the case is resolved as Resolved-Corrected, the following email correspondence is sent to the customer upon case resolution.

The following figure shows a sample email sent to customer when the case is resolved as Resolved-Corrected.

Resolved-Corrected
In the case of Resolved-Corrected status, an email acknowledgement is sent to the customer.

Resolved-CourtesyWriteOff Status

When the case is resolved as Resolved-CourtesyWriteOff, the following email correspondence is sent to the customer upon case resolution.

The following figure shows a sample email sent to customer when the case is resolved as Resolved-CourtesyWriteOff.

Resolved-CourtesyWriteOff
In the case of Resolved-CourtesyWriteOff status, an email acknowledgement is sent to the customer upon resolution.

Resolved-NoAction Status

When the case is resolved as Resolved-NoAction, the following email correspondence is sent to the customer upon case resolution.

The following figure shows a sample email sent to customer when the case is resolved as Resolved-NoAction.

Resolved-NoAction
In the case of Resolved-NoAction status, an email acknowledgement is sent to the customer upon resolution.

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