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Overview

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When a Mastercard transaction enters Recovery, this strategy is applied.  When this happens, the system will evaluate the available recovery options and attempt to apply an appropriate option.  If enabled, a user may override the applied recovery option, or cancel recovery altogether.

Info

Recovery Options

For more information about how recovery options are applied, see Mastercard Recovery Option Defaults

Flow

Like most chargeback processes, the Mastercard process includes 3 typical steps: chargeback, pre-arbitration, and arbitration.  Compliance is also Arbitration Chargeback is a legacy cycle that is supported when certain conditions are met .  The arbitration chargeback is a legacy process that will be deprecated in April but is being phased out in 2020 as part of the Mastercard Dispute Resolution Initiative.  Click on each of the steps below for more details.

Case Lifecycle

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Chargeback

...

MC Chargeback Pre-Conditions

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Pre-Arbitration

Arbitration

Pre-Compliance

Compliance

Arbitration Chargeback

Strategy

The Mastercard recovery strategy includes two separate recovery strategies: one for fraud and one for non-fraud.  Each one includes several recovery options that align to the dispute categories and conditions supported by Mastercard chargeback rules.

Fraud

The fraud recovery strategy includes the following categories and conditions.  

Authorization Related Chargeback

  • 4808 - Required Authorization Not Obtained
  • 4808 - Expired Chargeback Protection Period
  • 4808 - Multiple Authorization Requests

Fraud

  • 4837 - No Cardholder Authorization
  • 4849 - Questionable Merchant Activity
  • 4863 - Cardholder Does Not Recognize
  • 4870 - Chip Liability Shift
  • 4871 - Chip Liability Shift - Lost/Stolen/Never Received Issue (NRI) Fraud

Non-Fraud

The non-fraud recovery strategy includes the following categories and conditions.  

Cardholder Dispute

  • 4853 - Addendum Dispute
  • 4853 - Counterfeit Goods
  • 4853 - Credit Not Processed
  • 4853 - Credit Posted as a Purchase
  • 4853 - Digital Goods Purchase of USD 25 or Less
  • 4853 - Failed Travel Merchant
  • 4853 - Goods or Services Not Provided
  • 4853 - Goods or Services Were Either Not as Described or Defective
  • 4853 - No-Show Hotel Charge
  • 4853 - Recurring Transaction
  • 4853 - Timeshares
  • 4853 - Transaction Did Not Complete

Point of Interaction (POI) Processing Error

  • 4834 - ATM Disputes
  • 4834 - Cardholder Debited More than Once for the Same Goods or Services
  • 4834 - Dynamic Currency Conversion
  • 4834 - Improper Merchant Surcharge
  • 4834 - Transaction Amount Differs
  • 4834 - Late Presentment
  • 4834 - Charges for Loss, Theft, or Damages
  • 4834 - Merchant Credit Correcting Error Resulting in Cardholder Currency Exchange Loss
  • 4834 - Unreasonable Amount - Intra-European Economic Area (EEA) Transactions Only

Configuration

The following configuration options are supported for this flow.

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