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Page Properties
SLA

Goal: 5 days

Deadline: 40 days

Work QueueReviewPreArbResponse
Work Group

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MultiExcerptNamework_group
PageWithExcerptReviewPreArbResponse

Description

Excerpt
When a pre-arbitration attempt is declined in Mastercard Pre-Arbitration Response and the preconditions in MC Review PreArbitration Response Preconditions evaluate to "Review", this assignment is generated to prompt a user to review the response and take action.
Details Multiexcerpt
MultiExcerptNameActions

Review PreArb Response

This primary flow action displays the pre-arbitration 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 for the amount accepted.  When liability is fully accepted the case will be withdrawn in mastercom.When liability is declined or partially accepted, the user is prompted to provide additional details and pursue further options.  In this case, the user will be prompted to pursue .true

SLA

Deadline: 40 days

Assignment Group

Later Lifecycle Recovery

Overview

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The Review PreArbitration Response assignment prompts the user to review the acquirer's response and determine the next step: write-off or deny the dispute or initiate arbitration.

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How-To

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Step 1: Review the merchant's response including a second pass at the representment documents 

Step 2: Click the Review PreArbitration Response button

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Step 3A: To accept full liability, select Accept under Issuer Action

To deny the disputed transaction, select Deny Dispute under Next Step

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  1. Select a deny reason from the Reason for Denial drop-down

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  2. 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

  3. Enter the reason for the denial in the Deny Comments if required (asterisk) 

   

To pay the disputed transaction, select Write Off under Next Step

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  1. Explain the write-off decision in the freeform box under Please provide an explanation

  2. Optional: You can enter any additional information in the Notes freeform box


Step 3B: To accept partial liability, select Accept Partial under Issuer Action

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  1. Input the amount that was not recovered in What is the amount that is being pursued?

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  2. Provide the reason you are not accepting full liability in the freeform box under What is your reason for not accepting full liability?

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  3. Provide the reason you are pursuing arbitration in the freeform box under Why are you initiating arbitration?
    Note: The response to this question is included in the case filing and will be sent to the Association and Acquirer
    You can copy/paste your response to What is your reason for not accepting full liability?

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  4. Answer the question Do you have any documentation to provide? with Yes or No

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    1. Yes

      • Use the + Include document(s) link to attach files to the arbitration attempt

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    2. No

To deny the remaining amount, select Deny Dispute under What action will be taken for the remaining amount?

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  1. Select a deny reason from the Reason for Denial drop-down

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  2. 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

  3. Enter the reason for the denial in the Deny Comments if required (asterisk)

To pay the disputed transaction, select Write Off under What action will be taken for the remaining amount?

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  1. Explain the write-off decision in the freeform box under Please provide an explanation

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  2. Optional: You can enter any additional information in the Notes freeform box


Step 3C: To pursue pre-arbitration, select Decline under Issuer Action

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  1. Provide the reason you are not accepting liability in the freeform box under "What is your reason for not accepting liability?"

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  2. Provide the reason you are pursuing pre-arbitration in the freeform box under Why are you initiating arbitration?
    Note: The response to this question is included in the case filing and will be sent to the Association and Acquirer
    You can copy/paste your response to What is your reason for not accepting full liability?

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  3. Answer the question Do you have any documentation to provide? with Yes or No

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    1. Yes

      • Use the + Include document(s) link to attach files to the arbitration attempt

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    2. No

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 PreArbitration Response 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.

For additional information on the Pend function, click here.

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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