Hi,

We are implementing Smart Dispute for the Fraud scenario in the APAC region, where cases can be created by either CSR users or back-office users. However, we are observing differences in behaviour based on the user role:

  1.  CSR User Scenario:

  •  When a CSR user creates a fraud case and submits the screen after the “Qualify Fraud” screen, the case gets routed to the Fraud Workbasket.

  •  Once the back-office user processes the case, the Select Charge Fee screen does not appear.

  2.  Back-Office User Scenario:

  •  When a back-office user creates a fraud case and submits it after the “Qualify Fraud Dispute” screen, the case enters the RegEWrapper flow, proceeds to the SelectChargeFee sub-process, and displays the Select Charge Fee screen, additionally, should the Select Charge Fee screen be displayed for the APAC region in cases raising for debit cards dispute, or is it expected to be omitted?

We are trying to understand if this is the expected behaviour:

  •  Should the Select Charge Fee screen be visible only when cases are created by back-office users, or is this a configuration issue that prevents the screen from appearing for CSR-created cases?

Additionally, we noticed that the RegEWrapper flow is triggered for APAC-region cases, despite RegE being intended for the US region. This is happening even though the RegE option is turned off in the Smart Dispute Configuration Panel. In this case, the flow proceeds to the SelectChargeFee sub-process, but it does not enter the RegE sub-process.

Could anyone clarify whether this behaviour is expected or suggest how we might resolve this discrepancy?

Thank you in advance for your insights!