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.
Optionally, a Withdraw Case option is available from the Other Actions menu. If Optionall, the user may execute the Withdraw Case action via Other Actions. When Mastercom is enabled, this action will withdraw the case from the system and the issuer will assume full liability for the remaining recovery amount of the dispute. The user will be prompted to provide a reason, and process liability by denying or writing of deny or write-off the remaining recovery amount.
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