Identify yourself securely
Customers are redirected to a modal window (triggered by the OAuth API)where they are asked to log in to their Citi account in order to verify the identity.
Customers validate the one-time password
Customers validate the one-time password sent to the registered mobile number. In the three-legged OAuth flow, OTP validation is based on a fraud and risk recommendation, which is not mandatory.
Customers are then presented with Citi’s consent page where they can read the Terms and Conditions as well as what account information will be shared with the third-party application. If they agree, customers can click "Authorize".
From the list of eligible cards, customers can select the card they wish to raise the dispute for.
There is a variation of API callouts for the listing of cards on this screen for aggregrators and co-brand partners. Please refer to whichever applies.
Once the card is selected, the eligible transactions are displayed on the next screen.
Eligible credit card transactions
Customers can view the list of credit card transactions that they can raise a dispute for on the third-party application.
By default, unbilled transactions are displayed.
In the case that customers want to raise disputes against statement transactions, they need to select the statement period from the drop-down menu.
Customers need to select one of the transactions to continue.
Selection of dispute type
Customers can select the dispute type and raise a dispute against the selected credit card transaction by providing all the relevant information.
The Dispute Eligible Transactions List API gets invoked again after the selection of the dispute type using the same transaction authorization code which returns the duplicate transactions.
After this API is called, the Dispute Questionnaire API gets invoked to return the questions and answers based on the selected dispute type.
Selection of duplicate entries
Answer additional questions and upload documents
Customers can answer additional questions and upload police complaints, if available.
Only PDF documents are supported.
Acknowledgement of a raised dispute
Card selection to view list of disputes
From the list of eligible cards, customers can select one of the cards to view the list of disputes raised against that card's transactions.
There is a variation in API callouts for the listing of cards on this screen for aggregrators and co-brand partners. Please refer to whichever applies.
Once the card is selected, the disputes raised by the customer are displayed on the next screen.