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Overview
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The Review Representment assignment is generated when 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. Users will need to know when to initiate pre-arbitration, what information they are looking for in merchant documents for both fraud and non-fraud claims, and how to notate this assignment. Additionally, advise the learner group of whether or not they should send the Representment Communication to the account holder and explain when users will need to send merchant documents to the account holder.
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How-To
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Use the example claim you've prepared for the walkthrough.
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Step 1: Review the representment documentation in 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 Accept under Issuer Action
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To deny the disputed transaction, select Deny Dispute under Next Step |
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To pay the disputed transaction, select Write Off under Next Step |
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Step 3B: To accept partial liability, select Accept Partial under Issuer Action
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      To deny the remaining amount, select Deny Dispute under Next Step |
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 To pay the disputed transaction, select Write Off under Next Step |
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Step 3C: To pursue pre-arbitration, select Decline under Issuer Action
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Step 3D: To send the merchant documents to the account holder, click the Cancel button
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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.
For additional information on the Pend function, click
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here.
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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