CAP-039 — Customer dispute & chargeback portal

Category	Security & trust
Business goal	BG-004
Satisfying module	MOD-053 Case & complaint management
Mode	AUTO
BD owner	BD01 Customer
Human needed	Review (complex cases)

A self-service in-app portal for customers to dispute unrecognised or incorrect transactions. The customer selects the transaction, describes the issue, and submits — the dispute is automatically logged, categorised, and routed. Simple cases (clear errors, duplicate charges) are auto-resolved with provisional credit; complex cases (fraud investigations) are queued for agent review.