The Dispute Workflow was created for cases where a client believes there
was an error in the result received for the
Document Reuse and Capture capability.
In these cases, it is possible to request a review by sending a dispute for evaluation by our internal teams.
To do this, follow these steps:
➊ Access the exclusive form for dispute requests;
➋ Enter your corporate email address;
➌ Select the reason for contact: "Dispute the result provided by the capability";
▶︎ "Review/Question about the dispute outcome" should only be used when there is a disagreement regarding the result of an already completed dispute.
➍ Select the capability for which you want to file a dispute; in this case, choose "Document Reuse and Capture".
➎ What is the personal identification number of the registration?
Brazil - CPF | México: CURP [only numbers and no special characters].
➏ Enter the Process ID;
Format 1111a1aa-aa11-111a-a111-a111aa111111.
➐ Enter the date and time of the registration transaction;
Format dd/mm/yyyy hh:mm
➑ In the field "what was the capability response," indicate if it was "Reuse" or "Capture";
➒ Briefly state the reason for your contact;
Finally, describe your request in detail and attach the documents necessary for the analysis.
Our internal teams will conduct the analysis and respond via email within 24 business hours.