Intake a consumer card dispute, apply provisional credit, and manage the investigation lifecycle

Steps

1. Log the dispute with date received, transaction date, amount, and the consumer's claimed reason (unauthorized, not as described, duplicate, etc.); assign a unique case_id and set state = intake
2. For credit card disputes, follow Reg Z / Fair Credit Billing Act timelines: the consumer must dispute in writing within 60 days of the statement on which the error appeared; check current rules for the exact investigation and provisional credit requirements
3. For debit card and prepaid card disputes, apply Reg E timelines (see separate route); issue provisional credit within the Reg E investigation extension window if applicable
4. Initiate a chargeback with your card network or processor using the appropriate reason code; attach transaction receipts, merchant data, and any prior communications as evidence
5. Track the chargeback cycle state through first presentment, second presentment, pre-arbitration, and arbitration using your case management system; calendar each network deadline
6. Close the case by either reversing provisional credit (if merchant wins) with required consumer notice and grace period, or permanently crediting the consumer (if merchant loses or fails to respond)