Start by identifying the case type
An inquiry asks for information about a payment and may precede a formal chargeback. A formal chargeback is a dispute that can reverse the payment through the card network. A pre-dispute alert is a separate notification that may offer a chance to resolve an eligible issue before it becomes a formal chargeback. Your processor’s case record tells you which workflow applies.
The distinction matters. An answered inquiry may still escalate. If it does, open the new case, check its deadline and respond through the formal dispute workflow. Track inquiries, alerts and chargebacks as separate events linked to the same payment.
Create a single case record
Capture the processor case ID, payment ID, order ID, merchant account, reason, amount, currency, due date and assigned owner. Keep the authoritative deadline from the processor and create an earlier internal deadline for review. If multiple notifications refer to the same case, update the existing record.
Assign a backup owner and document what happens when the normal owner is away. The backup should be able to see the deadline and the evidence request without waiting for access from another team.
Choose an action and follow through
Read the customer’s allegation before deciding whether to accept or challenge a formal dispute. A duplicate charge or a valid unfulfilled order may warrant acceptance. If reliable records contradict the claim, gather them, verify the submission requirements and submit through the processor’s workflow. A processor may restrict changes after submission.
Once a case is submitted, record the time, source and confirmation. Track the issuer’s decision through your processor. Reconcile the outcome against your payment ledger, and flag preventable issues for the team that owns checkout, fulfillment or support.
Example: an unfamiliar renewal
A buyer questions a renewal they do not recognize. Your billing owner locates the original consent and renewal receipt, and support checks for a cancellation request. If the processor shows an inquiry, answer it through the inquiry workflow. If a chargeback follows, assess the claim again using the new deadline and the complete timeline.