A dispute may be continued after the chargeback cycles have completed by using the pre-arbitration, when applicable, and the arbitration case filing process. An issuer may submit a pre-arbitration case when the original chargeback was valid and the second presentment failed to remedy the dispute. An issuer may accept responsibility for a pre-arbitration or arbitration case at any time, before a response or ruling is received, by executing the withdraw action.
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A pre-arbitration case filing is required prior to escalation to an arbitration case for all disputes with the exception of the following chargebacks. Mastercard does not provide additional time for filing arbitration if the issuer chooses to pursue pre-arbitration when it is optional. The system will generate a response due date based on the deadline for filing arbitration to allow enough time to escalate to arbitration, if needed. This value can be overridden by the user, but cannot be greater than the date calculated by the system. Note: This exception does not apply when the reason code is changed. |
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