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When the Mastercard Representment flow is executed and the pre-condition evaluates to "Review", this assignment is generated and prompts the user to review the representment submitted by the merchant. |
| Details | Review RepresentmentThis primary flow action displays the dispute response details to the user and prompts them to take one of the following issuer actions. Accept Full Accept Partial Decline
When full or partial liability is accepted, the user is prompted to complete the Final Investigation Flow for the amount accepted. When liability is declined or partially accepted, the user is prompted to provide additional details and pursue one of the options below. Arbitration ChargebackReasonThe user is prompted to provide a reason for filing an arbitration chargeback and select a reason code. If selected, the system will generate a new dispute resolution form to be included with the chargeback. For more information about the form, see Mastercard Dispute. Message TextMastercard requires message text in certain scenarios. A user may provide the required message text here. Note: Message text is limited to 100 characters. DocumentationTo include documentation, use the "Include document(s)" link near the upper-right corner of the screen. Pre-ArbitrationPre-arbitration is the primary recovery option available at this stage. However, some chargeback reasons can be escalated to arbitration without filing pre-arbitration first. For more information, see Pre-Arbitration. Accept RepresentmentThis primary flow is displayed when the SLA deadline (timeframe for proceeding to pre-arbitration or arbitration) has passed and no further recovery options are available. The user will be prompted to take one of the following actions. | SLA | Deadline: 40 Days | Assignment Group | Next Recovery Deadline |
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 Input the amount that was not recovered in What is the amount that is being pursued?  Image AddedProvide the reason you are not accepting full liability in the freeform box under What is your reason for not accepting full liability?  Image AddedIf prompted, select the correct response under Do you want to pursue arbitration? based on internal guidelines  Image AddedProvide the reason you are pursuing pre-arbitration in the freeform box under Why are you initiating pre-arbitration?
Note: The response to this question is included in the case filing and will be sent to the Association and AcquirerYou Acquirer. You can copy/paste your response to What is your reason for not accepting full liability?  Image AddedAnswer the question Are you changing the dispute category or condition? with Yes or No Yes - Select the new dispute reason under the What is the new dispute reason? drop-down  Image AddedNo - Enter the reason for the change in the Why are you changing the dispute reason? box No  Image Modified
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To deny the remaining amount, select Deny Dispute under Next Step  Select a deny reason from the Reason for Denial drop-down  Image AddedVerify the debit date For Reg E, verify the Deny Debit Date is set 5 business days from the denial date (excluding holidays and weekends)
For Reg Z, verify the Deny Debit Date is set for same-day
Enter the reason for the denial in the Deny Comments if required (asterisk) Update the Send Representment Response Communication? to Yes if your firm requires this letter to be sent to the account holder
 Image RemovedImage Removed Image AddedTo pay the disputed transaction, select Write Off under Next Step  Explain the write-off decision in the freeform box under Please provide an explanation  Image AddedOptional: You can enter any additional information in the Notes freeform box Update the Send Representment Response Communication? to Yes if your firm requires this letter to be sent to the account holder
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Step 3C: To pursue pre-arbitration, select Decline under Issuer Action
Step 3D: To send the merchant documents to the account holder, click the Cancel button
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Select Pend from the Other Actions menu  Image AddedSelect Customer Response under the Pend Reason drop-down  Image AddedUpdate Business days to resume if needed
If additional information is not needed, ensure the Send Additional Information Communication drop-down shows No
Ensure the Send Representment Pend Communication drop-down shows Yes
Select the merchant document from the Attachments section  Image AddedReview and update the Pend Deadline Date to match the Business days to resume if needed  Image Added
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Step 4: Click the Apply button
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This button allows the user to accept liability on all disputes with the Review Representment assignment. When liability is accepted, the user is prompted to write-off or deny the dispute or disputes.
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