WO2019223381A1 - Procédé et appareil de gestion de conflit de transaction et dispositif électronique - Google Patents

Procédé et appareil de gestion de conflit de transaction et dispositif électronique Download PDF

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Publication number
WO2019223381A1
WO2019223381A1 PCT/CN2019/076246 CN2019076246W WO2019223381A1 WO 2019223381 A1 WO2019223381 A1 WO 2019223381A1 CN 2019076246 W CN2019076246 W CN 2019076246W WO 2019223381 A1 WO2019223381 A1 WO 2019223381A1
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WO
WIPO (PCT)
Prior art keywords
transaction
dispute
information
group
payer
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PCT/CN2019/076246
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English (en)
Chinese (zh)
Inventor
朴永彬
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阿里巴巴集团控股有限公司
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Publication of WO2019223381A1 publication Critical patent/WO2019223381A1/fr

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    • G—PHYSICS
    • G06—COMPUTING; CALCULATING OR COUNTING
    • G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
    • G06Q30/00—Commerce
    • G06Q30/06—Buying, selling or leasing transactions
    • G06Q30/0601—Electronic shopping [e-shopping]
    • G06Q30/0613—Third-party assisted

Definitions

  • the embodiments of the present specification relate to the field of Internet technologies, and in particular, to a method and device for processing transaction disputes, and electronic equipment.
  • the payment platform needs to cooperate with the local acquirer (such as the local industrial and commercial bureau), and the local acquirer will carry forward the actual payment. Therefore, when a transaction dispute occurs in an overseas country, it cannot be resolved quickly through the dispute settlement mechanism provided by the payment platform.
  • the local acquirer such as the local industrial and commercial bureau
  • a method for processing a transaction dispute includes:
  • a transaction dispute processing device including:
  • a receiving unit that receives a request for processing a transaction dispute initiated by an information flow; wherein the request carries transaction information related to the transaction dispute;
  • a determining unit which determines a transaction area according to the transaction information
  • An inquiring unit for inquiring the account number of a dispute handler corresponding to the transaction area
  • the processing unit processes the transaction dispute according to a feedback result of the group dispute from the group members in the communication group on the transaction dispute.
  • an electronic device including:
  • Memory for storing processor-executable instructions
  • the processor is configured as any one of the transaction dispute processing methods described above.
  • the embodiment of this specification provides a transaction dispute solution, which eliminates the fact that the acquirer must be responsible for processing transaction disputes; instead, it uses information flow technology, and the server that handles transaction disputes can receive the request for processing transaction disputes in a timely manner. And quickly establish a communication group with the dispute handler in the place where the transaction dispute occurred as a group member, the transaction information is shared in the communication group so that the group members in the communication group can determine the A result of a transaction dispute; and thereby processing the transaction dispute according to a feedback result of the group member in the communication group on the transaction dispute. In this way, transaction disputes can be processed in a timely manner, which greatly reduces the length of transaction dispute processing, especially in overseas business.
  • the transaction dispute processing time can be shortened, allowing the parties to the dispute to resolve the problem on the spot, greatly improving the user experience of both parties to the dispute; Promotion of the platform's overseas business.
  • FIG. 1 is a conceptual diagram of an applicable system architecture provided by an embodiment of the present specification
  • FIG. 3 is a hardware structure diagram of a transaction dispute processing device provided by an embodiment of the present specification.
  • FIG. 4 is a schematic block diagram of a transaction dispute processing device provided by an embodiment of the present specification.
  • first, second, third, etc. may be used in this specification to describe various information, these information should not be limited to these terms. These terms are only used to distinguish the same type of information from each other.
  • first information may also be referred to as the second information, and similarly, the second information may also be referred to as the first information.
  • word “if” as used herein can be interpreted as “at” or "when” or "in response to determination”.
  • the transaction dispute may include various abnormal transaction processes and results, such as unpayable transactions, incorrect transaction amounts, unavailable benefits to payers, and repeated payments due to network reasons (for example, due to network reasons, the payee failed to receive Receipt notice, causing the payer to make multiple payments) etc.
  • FIG. 1 shows an exemplary system architecture conceptual diagram applicable herein.
  • various network nodes can implement information communication through the network, and then complete interaction and data processing.
  • the system architecture concept map 100 may include a server 105 for data communication with one or more clients 106 via a network 112, and a database 115 that may be integrated with or independent of the server 105.
  • the server 105 may be a server that processes transaction disputes.
  • Each network 112 may include a wired or wireless telecommunication device through which the network device on which the client 106 is based can exchange data.
  • each network 112 may include a local area network ("LAN”), a wide area network ("WAN”), an intranet, the Internet, a mobile phone network, a virtual private network (VPN), a cellular or other mobile communications network, Bluetooth, NFC Or any combination thereof.
  • LAN local area network
  • WAN wide area network
  • VPN virtual private network
  • Bluetooth NFC Or any combination thereof.
  • the network device on which each client 106 is based may include a device having a communication module capable of sending and receiving data via the network 112.
  • the network device on which each client 106 is based may include a server, desktop computer, laptop computer, tablet computer, smartphone, handheld computer, personal digital assistant ("PDA"), or any other wired or Wireless processor drive.
  • PDA personal digital assistant
  • the network device on which the client 106 is based may be operated by an end user.
  • the network 112 may include a local area network ("LAN”), a wide area network ("WAN”), an intranet, the Internet, a storage area network (SAN), a personal area network (PAN), a metropolitan area network (MAN), and a wireless local area network (WLAN) ), A virtual private network (VPN), a cellular or other mobile communication network, Bluetooth, NFC, or any combination thereof, or any other suitable architecture or system that facilitates the communication of signals, data and / or messages.
  • LAN local area network
  • WAN wide area network
  • intranet the Internet
  • SAN storage area network
  • PAN personal area network
  • MAN metropolitan area network
  • WLAN wireless local area network
  • VPN virtual private network
  • a cellular or other mobile communication network Bluetooth, NFC, or any combination thereof, or any other suitable architecture or system that facilitates the communication of signals, data and / or messages.
  • data and “information” are used interchangeably herein to refer to text, images, audio, video, or any other form that may exist in a computer-based environment
  • a web browser application or a stand-alone application can interact with a web server (or other server, such as a payment platform, etc.) connected to the network 112.
  • the network device on which each client 106 is based can be incorporated into the digital wallet application program module through software or hardware or even a combination of software and hardware.
  • the digital wallet may encompass any application, hardware, software, or process that the client 106 uses to help the client complete a purchase transaction.
  • Digital wallets can be separated from web browser applications, can interact with them, or can be specifically implemented as supporting applications.
  • digital wallets execute within a web browser application. That is, a digital wallet can be an application embedded in a web browser application. If the digital wallet is separate from the web browser application, the digital wallet can access the network 112 via any available communication technology.
  • the computing device 103 and the server 105 may be in an integrated relationship or a discrete relationship.
  • the computing device 103 may be connected through an internal network or a private network, or may be connected through an encrypted public network.
  • a more efficient and faster internal bus connection may be used.
  • the computing device 103 is in an integrated relationship or a discrete relationship, it can access the database 115 directly (not shown in the figure) or through the server 105.
  • the implementation of the method in this specification can be controlled by such instructions.
  • the transactions processed by the computer device 103 can be regarded as the processing of the server 105 without special distinction.
  • the following describes an embodiment of a method for processing transaction disputes in this specification with reference to the example shown in FIG. 2.
  • the method that can be applied to a server (hereinafter referred to as a server) for processing transaction disputes includes the following steps:
  • Step 210 Receive a transaction dispute processing request initiated in an information flow manner; wherein the request carries transaction information related to the transaction dispute.
  • the above server may be integrated into a payment platform, that is, the server is a subsystem of the payment platform, and may be specifically used to process transaction disputes.
  • the aforementioned server may also be independent of the payment platform and connected to the payment platform through a network to provide the payment platform with a service for processing transaction disputes.
  • the information stream may include a feed stream.
  • a feed is a data format that can be used to provide subscribers with continuously updated content; the feed can be viewed as a carrier carrying information, and the stream is the presentation form of the feed; in general, the feed stream can refer to time-based Feature queued information queue.
  • a P2P (Personal Person) engine driven by a feed stream is used to process transaction dispute processing requests.
  • the feed stream presents a queue of transaction dispute processing requests arranged based on time characteristics.
  • the server can periodically pull the feed stream to receive transaction dispute processing requests initiated by the feed stream.
  • the originator of the transaction dispute processing request in step 210 may include: a payer and / or a payee.
  • the payment platform can provide three types of transaction dispute entries for users:
  • the payment platform application provides a transaction dispute entry. Users can click on the transaction dispute on the payment platform to enter the transaction dispute page, enter relevant dispute information such as transaction information, and initiate a transaction dispute processing request to the server.
  • the payment graphic code provided by the merchant the user can scan the payment graphic code (such as a QR code) displayed by the merchant, and the transaction dispute entry is displayed on the payment page.
  • a transaction dispute processing request is initiated to the server.
  • the server can receive the transaction dispute processing request initiated by the payer.
  • the payment platform can provide three types of transaction dispute entries for merchants:
  • the payment platform application provides a transaction dispute entry. Merchants can click on the transaction dispute on the payment platform to enter the transaction dispute page, enter relevant dispute information such as transaction information, and initiate a transaction dispute processing request to the server.
  • Dispute graphic code As mentioned above, in addition to being used by users, merchants can also use it. Enter the transaction dispute page, enter related dispute information such as transaction information, and initiate a transaction dispute processing request to the server.
  • the server can receive transaction dispute processing requests initiated by the payee.
  • Step 220 Determine a transaction area according to the transaction information.
  • the transaction information may include a transaction number, and the transaction number may refer to a unique identifier allocated when a transaction occurs, such as a transaction order number.
  • the server can query the corresponding transaction details to determine the transaction area. In overseas business, the server may determine the country where the transaction occurs based on the transaction information.
  • Step 230 Query the account number of the dispute handler corresponding to the transaction area.
  • the dispute processing personnel includes personnel of an acquirer.
  • the personnel of the acquirer may refer to the person in charge of the business of the acquirer in the transaction area;
  • any acquiring institution may include at least one of a technician, a payment platform staff, and a customer service staff.
  • Payment platform personnel may refer to the person in charge of the business of the payment platform in the trading area
  • Customer service staff can be divided into customer service staff for payers, and / or business service staff for payees.
  • Step 240 Establish a communication group with the dispute handler as a group member according to the account of the dispute handler; wherein the transaction information is shared in the communication group.
  • the communication group may be established in the form of a H5 chat page.
  • the communication efficiency between the dispute handlers can be improved, and the transaction disputes can be quickly resolved.
  • a communication group is established with the parties to the transactions and the dispute handlers as members of the group.
  • dispute handlers may not be able to make accurate judgments quickly by referring only to the transaction information of the transaction dispute; therefore, sometimes both parties to the transaction can be added to the communication group.
  • By directly communicating with both parties to the transaction not only can it speed up Dispute handling, in contrast, can also improve the accuracy of feedback results, thereby improving the accuracy of dispute handling.
  • the communication group may further include a transaction dispute processing model
  • the transaction information may be automatically input as input data into the transaction dispute processing model
  • the reference result can be used as a reference for dispute handlers, and the reference result can include the division of responsibilities of both parties to the transaction, the previous case jurisprudence of the same dispute type, and the like.
  • Y_reference result a * X_transaction amount + b * X_transaction area + c * X_transaction status...
  • the above a, b, c, etc. are the coefficients of each parameter in the function.
  • the transaction information is input into a transaction dispute processing model, which can be calculated based on the above formula 1 to obtain a reference result.
  • Step 250 Process the transaction dispute according to the feedback results of the group members in the communication group on the transaction dispute.
  • the server may process the transaction dispute according to the feedback result.
  • This embodiment provides a transaction dispute handling scheme, which eliminates the fact that the acquirer must be responsible for handling transaction disputes; instead, information flow technology is used, and the server that handles transaction disputes can receive the request for processing transaction disputes initiated in time, and Quickly establish a communication group with a dispute handler in the place where the transaction dispute occurs as a group member, and the transaction information is shared in the communication group so that the group members in the communication group can determine the transaction dispute
  • the result is that the transaction dispute is processed according to the feedback results of the group members in the communication group on the transaction dispute.
  • transaction disputes can be processed in a timely manner, which greatly reduces the length of transaction dispute processing, especially in overseas business.
  • the transaction dispute processing time can be shortened, allowing the parties to the dispute to resolve the problem on the spot, and greatly improving the user experience of the parties to the dispute; Promotion of the platform's overseas business.
  • the step 250 may include:
  • the transaction amount paid by the said payer is refunded.
  • the server may refund the transaction amount paid by the payer, thereby completing the transaction dispute processing.
  • the method before the refunding the transaction amount paid by the payer, the method further includes:
  • the refunding the transaction amount paid by the payer specifically includes:
  • the payment amount in the intermediate account is returned to the payer; the intermediate account is an account that temporarily holds the payment amount of the payer.
  • the payment amount paid by the payer needs to be refunded, a corresponding refund process needs to be performed according to the transaction status.
  • the payment amount received by the payee is returned to the payer; when the transaction status is not received, the payment amount located in the intermediate account is returned to the payment
  • the intermediate account is an account that temporarily holds the amount paid by the payer.
  • the step 220 specifically includes:
  • the method further includes:
  • the server when receiving a transaction dispute processing request initiated in an information flow manner, the server may establish a corresponding unique identification of the information flow, thereby pushing the processing result to the information flow in a manner corresponding to the information flow unique identification. Parties to a transaction dispute.
  • this specification also provides an embodiment of a device for processing transaction disputes.
  • the device embodiments may be implemented by software, or may be implemented by hardware or a combination of software and hardware.
  • software implementation as an example, as a device in a logical sense, it is formed by reading the corresponding computer business program instructions in the non-volatile memory into the memory through the processor of the device in which it is located.
  • hardware as shown in FIG. 3, it is a hardware structure diagram of the device in which the transaction dispute processing device of this specification is located.
  • the device where the device is located in the embodiment usually handles the actual function of the transaction dispute, and may also include other hardware, which will not be described in detail.
  • FIG. 4 is a block diagram of a transaction dispute processing device provided by an embodiment of the specification.
  • the device corresponds to the embodiment shown in FIG. 2.
  • the device includes:
  • the receiving unit 310 receives a request for processing a transaction dispute initiated in an information flow manner, wherein the request carries transaction information related to the transaction dispute;
  • a determining unit 320 which determines a transaction area according to the transaction information
  • the query unit 330 queries the account number of the dispute handler corresponding to the transaction area;
  • the establishing unit 340 establishes a communication group using the dispute handler as a group member according to the account of the dispute handler; wherein the transaction information is shared in the communication group;
  • the processing unit 350 processes the transaction dispute according to a feedback result of the group dispute from the group members in the communication group.
  • the determining unit 220 specifically includes:
  • the device further includes:
  • the pushing unit pushes the feedback result to the accounts of both parties of the transaction in the information flow manner.
  • the determining unit 220 specifically includes:
  • the establishing unit 230 specifically includes:
  • a communication group is established with the parties to the transactions and the dispute handlers as members of the group.
  • the information stream includes a feed stream.
  • the processing unit 250 specifically includes:
  • a result receiving unit for receiving a feedback result of a group member in the communication group on the transaction dispute
  • a refund unit that refunds the transaction amount paid by the payer.
  • the device further includes:
  • a status acquisition subunit which acquires a transaction status in the transaction information
  • the refund unit 250 specifically includes:
  • a first refund subunit returning the payment amount collected by the payee to the payer when the transaction status is received
  • the second refund sub-unit returns the payment amount in the intermediate account to the payer when the transaction status is uncollected; the intermediate account is an account that temporarily holds the payment amount of the payer.
  • the system, device, module, or unit described in the foregoing embodiments may be specifically implemented by a computer chip or entity, or a product with a certain function.
  • a typical implementation device is a computer, and the specific form of the computer may be a personal computer, a laptop computer, a cellular phone, a camera phone, a smart phone, a personal digital assistant, a media player, a navigation device, an email sending and receiving device, and a game control Desk, tablet computer, wearable device, or a combination of any of these devices.
  • the relevant part may refer to the description of the method embodiment.
  • the device embodiments described above are only schematic, and the units described as separate components may or may not be physically separated, and the components displayed as units may or may not be physical units, that is, may be located One place, or it can be distributed across multiple network elements. Some or all of these modules can be selected according to actual needs to achieve the purpose of the solution in this specification. Those of ordinary skill in the art can understand and implement without creative efforts.
  • the above Figure 4 describes the internal function modules and structure of the transaction dispute processing device.
  • the substantial execution subject may be an electronic device, including:
  • Memory for storing processor-executable instructions
  • the processor is configured to:
  • the determining a transaction area according to the transaction information specifically includes:
  • the determining a transaction area according to the transaction information specifically includes:
  • Establishing a communication group with the dispute handler as a group member according to the account of the dispute handler includes:
  • the processing the transaction dispute according to a feedback result of the group member in the communication group on the transaction dispute specifically includes:
  • the transaction amount paid by the said payer is refunded.
  • the method before the refunding the transaction amount paid by the payer, the method further includes:
  • the refunding the transaction amount paid by the payer specifically includes:
  • the payment amount in the intermediate account is returned to the payer; the intermediate account is an account that temporarily holds the payment amount of the payer.
  • the processor may be a central processing unit (English: Central Processing Unit, CPU for short), or other general-purpose processors, digital signal processors (English: Digital Signal Processor) , Referred to as DSP), application specific integrated circuit (English: Application Specific Integrated Circuit, referred to as ASIC), etc.
  • a general-purpose processor may be a microprocessor or the processor may be any conventional processor, etc.
  • the foregoing memory may be a read-only memory (English: read-only memory (abbreviation: ROM)), a random access memory (English : Random access memory (referred to as: RAM), flash memory, hard disk or solid state hard disk.
  • ROM read-only memory
  • RAM random access memory
  • flash memory hard disk or solid state hard disk.

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Abstract

L'invention concerne un procédé et un appareil de gestion de conflit de transaction, ainsi qu'un dispositif électronique. Ledit procédé consiste : à recevoir une demande de gestion d'un conflit de transaction initié selon un flux d'informations, la demande portant des informations de transaction relatives au conflit de transaction (210) ; à déterminer une zone de transaction en fonction des informations de transaction (220) ; à interroger un compte d'une personne gérant des conflits correspondant à la zone de transaction (230) ; à établir, en fonction du compte de la personne gérant les conflits, un groupe de communication dans lequel la personne gérant les conflits est un membre du groupe, les informations de transaction étant partagées dans le groupe de communication (240) ; et à traiter le conflit de transaction en fonction d'un résultat de rétroaction de conflit de transaction en provenance d'éléments de groupe dans le groupe de communication (250).
PCT/CN2019/076246 2018-05-24 2019-02-27 Procédé et appareil de gestion de conflit de transaction et dispositif électronique WO2019223381A1 (fr)

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CN108694650A (zh) * 2018-05-24 2018-10-23 阿里巴巴集团控股有限公司 交易纠纷处理方法及装置和电子设备
CN110378789A (zh) * 2019-07-16 2019-10-25 招商银行股份有限公司 争议交易的解决方法、系统及计算机可读存储介质
CN112001725A (zh) * 2020-07-03 2020-11-27 广发银行股份有限公司 基于电子签名工具的交易异议申请信息发送方法和装置
CN113592315B (zh) * 2021-08-04 2024-08-16 北京沃东天骏信息技术有限公司 一种处理纠纷单的方法和装置

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