When Mastercom integration is configured, this assignment will be completed by the system when a response is received in queue. When no integration is available, a user must complete the Response Received action and record the "Accept" or "Decline" response from the merchant. If the 30 day timeframe for a response, as defined in the Mastercard Chargeback Guide, has expired, a user may select Other Actions > No Response Received to move the case forward. The system will automatically execute this flow action when the SLA deadline shown below is reached.
SLA
Goal: 30 days (No Action)
Deadline: 35 days; ActionActivity: No Response Received