Case intake
Capture disputes and complaints from multiple channels.
Case management
Dispute & Complaint Management
Turn every dispute and customer complaint into a structured case with clear ownership, evidence, service levels and resolution accountability.
SLAVisible from intake to resolution
Capabilities
Resolve cases consistently without losing context or control
Centralise intake, supporting documents, communication, decisions and escalations across operational and customer-service teams.
Classification
Apply product, reason, priority and regulatory categories.
Evidence management
Keep files, correspondence and transaction context together.
SLA monitoring
Track ageing, deadlines, reminders and escalation points.
Resolution workflow
Coordinate investigation, approval, response and closure.
Complaint insights
Identify recurring causes, volumes and service improvements.
Workflow
One accountable case journey
Receive
Register the case.
Classify
Set reason and priority.
Investigate
Collect facts and evidence.
Resolve
Approve the response.
Close
Notify and retain history.
Keep every case clear and accountable
Each dispute starts with a customer, transaction and reason. FirstMelon keeps these details together from the first review to final closure. Teams can see the owner, current stage, due date and supporting evidence without searching across emails or spreadsheets.
Simple queues help makers, checkers and managers focus on the right work. Alerts highlight ageing cases and missed service levels. A complete history supports customer updates, internal review and audit needs.