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Overview

The following assignments are critical to claim resolution and mark milestones in the dispute lifecycle. It's important to know Mastercard's recovery process prior to facilitating training. Included on this page is a chart and explanations of the assignments, but knowing Mastercard's requirements is imperative to strengthening the learner group's knowledge. 

Due to configurations and details of the test transaction, some of these processes may differ. Reach out to your Client Success Trainer for guidance.

Recovery automation will only work with specific transactions that are provided by the Association. As such, the prep work involves completing manual tasks including processing system jobs to expedite the creation of example claims. 

Reaching most assignments require that we either wait for QFD to complete a system process on its own or we can complete the process manually. Users should not be trained to complete these system processes. Trainers and testers may process system tasks in order to ensure workflow functionality and prepare for training in the staging environment. System processes should not be interfered with by anyone in the production environment. 

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How to expedite a system task

System tasks are identified with the clock icon next to the node.

  1. Access the pending node

  2. Click the Sort & Filter link

  3. Uncheck the box next to Hide Non-Workable

  4. Click the Apply Sort & Filter button

  5. The task is now present under the Sort & Filter box

  6. Click the carrot next to the Sort & Filter link to hide the box

Non-Recovery Work

These required assignments are important to the dispute lifecycle. They do not involve the recovery process directly. 

Authorization

The purpose of the Authorization Review assignment is to confirm that the pending charge posted to the account. Disputing temporary charges may not be available due to configurations or the claim type. 

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How to reach this assignment

  1. Create a claim and select a pending charge to dispute
    Pending charges are available on all fraud claims and Cancelled Recurring

  2. Access the Authorizations node
    Authorization Review is one of the first assignments to be present on a claim


Enrichment

There are a few different Enrichment assignments depending on the information that is needed by QFD. Select Transaction and Provide Reference Key are the most common but require a valid call to the Association. This means that you'll need to work with internal resources who can provide test transactions that have matching data available in MTF/MTE2.

These assignments can be reviewed in Confluence or in the Daily Maintenance e-training. 


Documents

The purpose of the Review Documents assignment is to ensure the required file has been submitted to the case. Document requirements are based on the claim type.

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How to reach this assignment

  1. Create or access a Paid by Other Means or Credit Not Processed claim

  2. The Documentation node will be present once Enrichment has been resolved

    1. To resolve Enrichment, create a failure by clicking the Execute Enrich Data Service button then the Process Actions button until the task reflects Enrichment Service Failed


    2. Select Process Enrichment Manually from the Other Actions menu


    3. Complete the required fields, ensure the Acquirer Network is Mastercard

    4. Select "No" from the drop-down under Attempt merchant collaboration with Ethoca? if prompted

    5. Click the Apply button, then click the Process Actions button

    6. Repeat for all other disputes in the Enrichment node

  3. The Documentation node is now present, awaiting the required document

  4. Upload a test document to the case using the + Attach New tool under the Attachments section
    Name, Category, and Visibility does not matter

  5. The Documentation node will now reflect a play button indicating a manual user assignment is present


Initial Review

The purpose of the Initial Investigation assignment is to determine if the dispute should be written-off, denied, or have temporary credit issued. 

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How to reach this assignment

The Authorizations, Enrichment, Documentation, and Collaboration nodes will need to be processed in order to reach the Investigation node. Review the instructions on this page to process these tasks.

  1. Create or access a claim with disputed transactions that are above the auto-provisional credit threshold

  2. Process the tasks and nodes prior

  3. Access the Investigation node

Note on the Collaboration node - allow QFD to process the node the first time the dispute routes here. This occurs immediately after Enrichment. 


Check for Merchant Credit

The purpose of the Check for Merchant Credit assignment is to review potential matching credits to link the merchant refund to the disputed charge. 

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How to reach this assignment

To see this assignment, process the Investigation node by granting provisional credit. 

  1. Create or access a claim you'd like to use for training

  2. To grant provisional credit, access the Investigation node

    1. Click the Grant Provisional Credit button

    2. Click the Apply button

    3. Click the Process Actions button

    4. The Collaboration node will now show a clock, indicating a system process

  3. Access the Collaboration node

  4. Unhide the non-workable if needed


  5. Select the Skip to Manual Review option from the Other Actions menu


  6. The Check for Merchant Credit assignment is now present


Final Investigation 

The purpose of the Final Investigation assignment is to determine who to handle a dispute that does not have recovery rights. 

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How to reach this assignment

All prior nodes including Initial Investigation must be processed to reach the Disposition node. 

  1. Create or access a claim with a disputed transaction that is a year old

  2. Process the tasks and nodes prior, including issuing provisional credit

  3. To grant provisional credit, access the Investigation node

    1. Click the Grant Provisional Credit button

    2. Click the Apply button

    3. Click the Process Actions button

    4. The Collaboration node will now show a clock, indicating a system process

  4. The stale dated transaction will reflect the Final Investigation assignment

Responses 

There are multiple assignments under the Responses node. Determine how and which assignments you'd like to include in the training session. 

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Read New Correspondence

This task is generated when the account holder sends an email. To reach this assignment, you'll need to first confirm with your project manager that your firm's email domain has been added to the whitelist. 

  1. Create or access the claim you wish to use for training

  2. Update the account holder's email address to your work email using the Edit Contact Info option from the Customer Contact section
  3. Use the Communication hub in the Case Tools to send an email
    Any letter will work

  4. Using your work email, respond to the email from QFD with text in the body of the message

  5. Return to the claim

  6. The Responses node will now be present 


Review New Attachment

This task is generated when the account holder or an intake user uploads a file to the case. 

  1. Log into the staging environment as an intake user

  2. Access the claim you intend to use in training

  3. Upload a test document to the case
    Name, Category, and Visibility do not matter

  4. Return to the case as a back-office or manager user

  5. The Responses node will now be present and the uploaded file is accessible in the Attachments section


Review Re-Open Request

This task is generated when the account holder or an intake user submits a re-open request on a denied claim.

  1. Log into the staging environment as an intake user

  2. Access the denied claim you intend to use in training

  3. Submit a re-open request

  4. Return to the case as a back-office or manager user

  5. The Responses node will now be present 


Review Withdrawal Request 

This task is generated when the account holder or an intake user submits a withdrawal request.

  1. Log into the staging environment as an intake user

  2. Access the claim you intend to use in training

  3. Submit a withdrawal request

  4. Return to the case as a back-office or manager user

  5. The Responses node will now be present 






Recovery Work

Recovery is the process in which the Issuer works with the Acquirer and Association to resolve the case. This process differs by Association. Below is a chart reflecting Mastercard's process. 



Disposition Case

The purpose of the Disposition Case assignment is to determine the recovery option for the chargeback. 

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How to reach this assignment

All prior nodes including the Initial Investigation task must be processed to reach the Disposition node. 

  1. Create or access the claim you'd like to use for training

  2. Process the tasks and nodes prior, including issuing provisional credit

  3. To grant provisional credit, access the Initial Investigation node

    1. Click the Grant Provisional Credit button

    2. Click the Apply button

    3. Click the Process Actions button

    4. The Collaboration node will now show a clock, indicating a system process

  4. Access the Disposition node


Execute Chargeback

QFD can automate recovery in many cases. If it cannot automate recovery, however, it will generate the Execute Chargeback assignment. 

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How to reach this assignment

All prior nodes including the Disposition Case task must be processed to reach the Recovery node for this assignment.

  1.  Create or access the claim you'd like to use for training

  2. Process the tasks and nodes prior

  3. To process the Disposition Case task, access the Disposition node

    1. Click the Review Recovery Options button

    2. Provide any missing data
      Typically, the Mastercom Claim ID is needed in the staging environment; use any number
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    3. Click the Apply button

    4. Click the Process Actions button

    5. The Recovery node will now reflect a play button, indicating a manual user assignment

  4. Access the Recovery node


Review Representment

The purpose of the Review Representment assignment is to review the merchant's response and take further action. 

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How to reach this assignment

All prior nodes including the Execute Chargeback task must be processed to reach this assignment.

  1.  Create or access the claim you'd like to use for training

  2. Process the tasks and nodes prior

  3. To process the Execute Chargeback task, access the Recovery node

    1. Click the Execute Chargeback Manually button

    2. Enter any required data 
      Typically, the Mastercom Claim ID is needed in the staging environment; use any number

    3. Check the box next to "I certify the above steps have been completed."
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    4. Click the Apply button

    5. Click the Process Actions button

    6. The Disposition node will now reflect a clock next to it, indicating a system process

  4. To manually document the Acquirer's response, access the Disposition node

    1. Unhide the non-workable if needed

    2. Click the Chargeback Response Received button

    3. Select Declined under "Acquirer Response"

    4. Using the calendar tool, select today's date as the Response Date

    5. Click the Apply button

    6. Click the Process Actions button
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  5. QFD may now run a job to obtain the Acquirer's documentation

    1. Click the Resume button

    2. The task will now change to the Review Representment assignment

  6. Use the + Attach New tool under the Attachments section to add a sample representment document
    Here is a sample representment document

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Execute Case Filing

The purpose of the Execute Case Filing assignment is to prompt the user to manually update the case in the portal they use to access Mastercom. 

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How to reach this assignment

All prior nodes including the Review Representment task must be processed to reach this assignment.

  1. Create or access the claim you'd like to use for training

  2. Process the tasks and nodes prior

  3. To process the Review Representment task, access the Disposition node

    1. Click the Review Representment button

    2. Select Decline under "Issuer Action"

    3. Enter the following in the box under "What is your reason for not accepting liability?"
      Merchant documents reviewed, cardholder name is not a match, street address is not a match, email address is not a match, initiating pre-arbitration due to merchant not verifying the cardholder authorized the purchase

    4. Copy and paste that text into the box under "Why are you initiating pre-arbitration?"

    5. Select No under "Are you changing the dispute reason?"

    6. Click the Apply button

    7. Click the Process Actions button

    8. The dispute will now move to the Recovery node and reflect the Execute Case filing task

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Review PreArbitration Response

The purpose of the Review PreArbitration Response assignment is to review the merchant's response and take further action. 

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How to reach this assignment

All prior nodes including the Execute Case Filing task must be processed to reach this assignment.

  1. Create or access the claim you'd like to use for training

  2. Process the tasks and nodes prior

  3. To process the Execute Case Filing task, access the Disposition node

    1. Click the Execute Case Filing button

    2. Check the box next to "I certify that the case filing has been performed in Mastercom."

    3. Click the Apply button

    4. Click the Process Actions button

    5. The Disposition node will now reflect a clock icon, indicating a system process

  4. To record the pre-arbitration response, click the Record Acquirer Response button

    1. Select Declined under "Acquirer Response"

    2. Using the calendar tool, select today's date as the Response Date

    3. Click the Apply button

    4. Click the Process Actions button

    5. The Disposition node will now reflect a play button and the dispute will now reflect the Review PreArb Response task


Update Case Filing

The purpose of the Update Case Filing assignment is to prompt the user to manually escalate the case in Mastercom.

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How to reach this assignment

All prior nodes including the Review PreArbitration Response task must be processed to reach this assignment.

  1. Create or access the claim you'd like to use for training

  2. Process the tasks and nodes prior

  3. To process the Review PreArbitration Response task, access the Disposition node

    1. Click the Review Prearbitration Response button

    2. Select Decline under "Issuer Action"

    3. Enter the following in the box under "What is your reason for not accepting liability?"
      Reviewed Repre Docs, account holder does not recognize Name, Phone Number, or Email Address. IP out of Brooklyn NY, while account holder resides in CA. account holder does not know anyone where merch was shipped to in CA, that was provided within the merch docs. AVS shows match to billing Address that is unknown to account holder. account holder maintains fraud.

    4. Copy and paste thattext into the box under "Why are you initiating arbitration?"

    5. Select No under "Do you have any documentation to provide?"

    6. Click the Apply button

    7. Click the Process Actions button

    8. The dispute will now move to the Recovery node and reflect the Update Case Filing task

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Review Arbitration Response

The purspose of the Review Arbitration Response assignment to review the Acquirer's documents and determine whether to withdraw case filing which results in making a pay or deny decision, or wait for the Association's arbitration ruling.

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How to reach this assignment

All prior nodes including the Update Case Filing task must be processed to reach this assignment.

  1. Create or access the claim you'd like to use for training

  2. Process the tasks and nodes prior

  3. To process the Update Case Filing task, access the Recovery node

    1. Click the Update Case Filing button

    2. Check the box next to "I certify that the case filing update has been performed in Mastercom."

    3. Click the Apply button

    4. Click the Process Actions button

    5. The dispute will now move to the Disposition node and reflect the Pending Arbitration Response task


  4. To record the arbitration response, access the Disposition node

    1. Click the Record Response button

    2. Select Rebutted under "Acquirer Response"

    3. Using the calendar tool, select today's date as the Response Date

    4. Click the Apply button

    5. Click the Process Actions button

    6. Select Proceed Without Docs from the Other Actions menu to bypass QFD's document retrieval job 

    7. Click the Process Actions button

    8. The dispute will now reflect the Review Arbitration Response task