Write down who decides how to respond and which evidence the decision requires.
Set up the work
- Define decision authority and escalation rules.
- Separate accepted cases from missed deadlines.
- Specify access to sensitive records.
- Record how outcomes and refunds are reconciled.
A policy should leave room for the facts of a case. Avoid an automatic challenge rule that ignores a valid customer complaint.
Use the case record
The merchant workflow connects the owner, evidence and submission record. Use the response guide when the draft is ready for review.