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Eterna-X

Bring structure to every dispute.

Organize dispute-related information, track case progress, and help teams manage investigation and resolution workflows with clearer ownership and visibility.

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Northbridge Bank / Case Queue

Case queue

Every dispute by stage, with an owner and linked records.

New

2

Investigating

2

Awaiting info

1

Resolved

1

New2

DSP 10482hCustomer reports duplicate debitTXN 48390 · ₹2,300.00Unassigned1
DSP 104940mMerchant refund not receivedTXN 48412 · ₹8,650.00Unassigned2

Investigating2

DSP 10421dSettlement short by ₹50.00TXN 48213 · ₹50.00Disputes team3
DSP 10453hBeneficiary did not receive fundsTXN 48301 · ₹35,000.00Payments ops1

Awaiting info1

DSP 10393dChargeback evidence requestedTXN 47988 · ₹12,400.00Disputes team4

Resolved1

DSP 10315dIncorrect amount capturedTXN 47710 · ₹1,999.00Payments ops2

How it works

A case lifecycle that keeps ownership, evidence and transaction context in one place.

  1. 1

    Create or receive a case

    Record dispute details through the configured intake process.

  2. 2

    Connect transaction context

    Associate relevant payment, settlement, or reconciliation references where available.

  3. 3

    Assign and investigate

    Route the case to the responsible team and collect relevant information.

  4. 4

    Update case progress

    Track actions and status through the configured workflow.

  5. 5

    Review outcomes

    Maintain a clear view of resolved and outstanding cases.

Overview

Disputes involve multiple records, supporting documents, teams, deadlines, and communications.

Without a consistent workflow, it is difficult to understand case status, identify the next action, and maintain a complete view of the investigation. Eterna-X Dispute Management is designed to support a structured process for recording, reviewing, assigning, and tracking disputes, configured to the customer's dispute processes and applicable provider requirements.

The problems it addresses

  1. Unclear ownership

    When responsibility for a case is not explicit, follow-up stalls between teams.

  2. Scattered case information

    Details, documents and transaction references live in separate inboxes and tools.

  3. No single view of progress

    It is hard to tell which cases are open, which are waiting, and what the next action is.

Inside the workflow

Every case, its owner and its next step.

Cases move through the stages your process defines, each with an owner and the linked transaction reference.

See it with your data

Key capabilities

What Dispute Management brings to your operations.

  • Centralized case records

    Keep dispute details and related transaction references organized in a consistent case view.

  • Case assignment and ownership

    Support clear responsibility for cases through configured assignment and team workflows.

  • Status and workflow tracking

    Track cases through defined stages appropriate to the customer's process.

  • Evidence and document organization

    Associate relevant supporting information with a case where the implementation supports document handling.

  • Investigation history

    Maintain visibility into case updates and actions according to the configured audit and history capabilities.

  • Cross-workflow context

    Use available payment and reconciliation references to help investigators understand the transaction behind a dispute.

Business value

What changes for your teams.

Designed for

  • Banks and financial institutions
  • Payment operations and dispute teams
  • Merchant operations teams
  • Customer service and back-office teams handling transaction issues

  1. Improve visibility into dispute status and ownership.

  2. Organize case information in a consistent workflow.

  3. Reduce fragmented follow-up across teams.

  4. Connect dispute investigations with relevant transaction records.

  5. Support more consistent operational reporting.

Use cases

Where Dispute Management fits.

  • Use case 01

    Transaction disputes for banks

    Record, assign and track customer transaction disputes through a defined case process.

  • Use case 02

    Merchant dispute operations

    Give merchant operations teams a consistent view of open cases and their next actions.

  • Use case 03

    Back-office issue resolution

    Help customer service and back-office teams hand over transaction issues with full context.

Connected products

Dispute Management works with the rest of Eterna-X.

Each product area hands its records to the next, so teams keep the same transaction context from start to finish.

FAQ

Questions teams ask.

Ask us something else
  • Can the case stages match our existing process?

    Cases are tracked through defined stages appropriate to your process. Workflows are configured according to your dispute procedures and applicable provider requirements.

  • Does it submit disputes to card networks automatically?

    Scheme or network submissions are not part of the published scope. Talk to the team about the integrations your dispute process requires.

  • How does a case get transaction context?

    Investigators can associate relevant payment, settlement or reconciliation references with a case where that data is available.

Manage dispute workflows with greater clarity.

Talk with Eterna-X about your case lifecycle, investigation requirements, and operational handoffs.

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