Fraud and dispute case management from intake to resolution
A digital consumer bank replaced fragmented spreadsheets with a single intake-to-resolution workflow: cases arrive by form, get routed for assignment, and are tracked to completion in one place.
The problem
Case submissions arrived from Customer Service through ad-hoc channels, with no structured routing to investigation teams. Assignment decisions were made informally, and completion status lived in separate spreadsheets maintained by different groups.
The result was limited visibility: a team member checking case status had to contact multiple people or search multiple files. Handoffs between Customer Service and investigation staff were manual and error-prone.
What they built
The team deployed a form-based intake system that captures each case submission and routes it into a shared case management base. From there, investigators are assigned and case status moves through a defined progression from open to complete.
A single base gives Fraud, Disputes, Customer Service, and Operations teams a shared view of all active and resolved cases, with completion status visible without any cross-team coordination needed.
The outcome
Assignment and status tracking now happen inside one system rather than across disconnected spreadsheets. Customer Service submits cases by form, investigation teams receive them in one queue, and completion is logged centrally.
Cross-team visibility into case status improved without adding process overhead. The workflow replaced manual coordination with structured routing and a clear audit trail from intake through resolution.
Inside the solution
Fraud and Dispute Case Management
Legal & Compliance
Operations
- Form-based case intake from Customer Service
- Case assignment and investigation tracking
- Completion status monitoring
- Fragmented case tracking across multiple teams
- Manual handoffs between Customer Service and investigation staff
- Limited visibility into case status and completion
- Consolidated fraud and dispute case visibility in one base
- Faster case routing through structured intake workflows
- Cross-team coordination without manual follow-up
- Fraud
- Disputes
- Customer Service
- Operations
- Manual spreadsheets
Fraud and dispute case management
Take fraud and dispute cases from a Customer Service intake form through routing, assignment, investigation, and logged completion in one base, with queue load, routing speed, and clock status visible to every team on a shared dashboard. Automations open the case from the form, log each handoff and completion to an audit trail, and email a weekly open-case digest, while AI fields summarise case status, draft investigator handoff briefs, and triage new submissions to the right queue.
How fraud and dispute case management works in Airtable
Build the intake form
Route cases to the assignment queue
Track investigation progress
Log completion and close the case
FAQ
Frequently asked questions
Spreadsheets lack a structured intake mechanism and make cross-team status visibility difficult. Airtable adds form-based submission, assignment fields, and shared views so every team sees current case status without manual coordination.
A form view in Airtable acts as the intake channel. Customer Service submits cases through the form, and responses populate the case management base automatically, eliminating re-keying and routing delays.
Yes. Shared views let each team see the records relevant to their role. Permissions control what each group can edit, so Fraud, Disputes, Customer Service, and Operations each have an appropriate view of the same underlying data.
A status field moves cases through defined stages from open through investigation to complete. Teams can filter by stage, and the progression creates a visible audit trail without any additional tooling.
The workflow operates at the level of case intake, routing, assignment, and completion tracking. No customer account or transaction detail is stored in the workflow layer. Administrative framing keeps the base suitable for regulated operations use.