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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 |
Goal: 5 days; Urgency +5 ; Urgency +5| Work Queue | ReviewRepresentment | Work Group | |
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Overview
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The Review Representment assignment is generated when a representment is submitted by the Acquirer that requires a manual review. This assignment is only for Mastercard disputed transactions.
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How to complete the Review Representment assignment
the merchant represents in response to the chargeback. This assignment prompts the user to review the merchant documents then determine the next step for the dispute: accept all or partial liability or initiate pre-arbitration.
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How-To
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Step 1: Review the representment documentation in
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the Attachments section in the Case Assets.
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Step 2: Click the Review Representment button
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Step 3A: To accept full liability, select
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Accept
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under Issuer Action
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To deny the disputed transaction, select |
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under Next Step  Image AddedSelect a deny reason from the
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Verify 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)
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under Next Step  Image AddedExplain the write-off decision in the freeform box under
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Please provide an explanation
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Optional: You can enter any additional information in the
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Step 3B: To accept partial liability, select
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Accept Partial
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under Issuer Action
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| title | Click here to see the Accept Partial scenario in QFD... |
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What is the amount that is being pursued?
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Provide the reason you are not accepting full liability in the freeform box under
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What is your reason for not accepting full liability
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? If prompted, select the correct response under Do you want to pursue arbitration? based on internal guidelines Provide the reason you are pursuing pre-arbitration in the freeform box under
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Why are you initiating pre-arbitration?
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Note: The response to this question is included in the case filing and will be sent to the Association and AcquirerYou can copy/paste your response to
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What is your reason for not accepting full liability?
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Are you changing the dispute category or condition?
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- Explain the write-off decision in the freeform box under Please provide an explanation.
- Optional: You can enter any additional information in the Notes freeform box.
- Click the Apply button.
- Click the Process Actions button.
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Verify 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 RepresentmentResponse Communication? to Yes if your firm requires this letter to be sent to the account holder
 Image AddedImage AddedTo pay the disputed transaction, select Write Off under Next Step Image AddedExplain the write-off decision in the freeform box under Please provide an explanation Optional: You can enter any additional information in
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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
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Decline
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under Issuer Action
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Image AddedProvide the reason you are not accepting liability in the freeform box under "What is your reason for not accepting liability?" If prompted, select the correct response under Do you want to pursue arbitration? based on internal guidelines Provide the reason you are pursuing pre-arbitration in the freeform box under
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Why are you initiating pre-arbitration?
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Note: The response to this question is included in the case filing and will be sent to the Association and AcquirerYou can copy/paste your response to
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What is your reason for not accepting full liability?
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Answer the question Are you changing the dispute category or condition? with Yes or No Yes Update the Send Representment Response Communication?
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Step 3D: To send the merchant documents to the account holder, click the Cancel button
Image AddedImage AddedImage AddedImage AddedSelect Pend from the Other Actions menu Select Customer Response under the Pend Reason drop-down Update 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 Review and update the Pend Deadline Date to match the Business days to resume if needed
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Step 4: Click the Apply button
Step 5: Click the Process Actions button
Other Actions
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The Other Actions menu offers additional actions and information that allows the user to effectively work the task.
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Response Deadline Reached
This action allows the user to log that the recovery timeframe has expired and prompts the user to make a write-off or deny decision on the dispute.
Pend
This button allows the user to apply a wait status to all disputes with the Review Representment assignment. The user may want to apply the wait status for a variety of reasons, including requesting information or documents from the account holder or needing to pause the assignments to complete an internal investigation. In the Review Representment assignment, users may need to use the Pend function to reach out to the account holder and have them review the merchant documents. Review step 3D above for instructions.
Accept with Partial Merchant Credit
This action allows the user to accept partial liability and deny the remaining disputed amount due to merchant credit. The amount that's accepted will be written-off and the rest of the dispute will be denied due to a refund.
Accept Acquirer Response
This action is a shortcut allowing the user to quickly apply a write-off or deny decision to the dispute.
Mark Assignment As Unworkable
Assignments that cannot be worked due to a technical issue can be marked as unworkable. This action will move the unworkable task to the Unworkable Assignment Group where leadership can review the scenario and take steps to resolve it. Technical errors that require the task to be marked as unworkable include QFD not reflecting correct data or when a user takes an action on the task, the action does not process and the assignment loops or is stuck.
Bulk Actions
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Bulk Actions enable users to apply action to multiple disputes at once, saving the user time.
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Bulk Take Action
This button is available when there are multiple disputes present in the selected node. The bulk action applied will impact only the disputes on the page you're currently viewing if there are multiple pages due to the number of disputed transactions.
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Accept All
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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