When a Mastercard transaction is disputed and Mastercom integration is enabled, this flow is executed from Auto Enrichment to retrieve additional details about the transaction. If the transaction ARN is not available, an assignment is generated to collect it from a user. The system uses the ARN to retrieve the internal transaction IDs from Mastercom, which can be used to create a case in the Mastercard system and retrieve authorization and clearing details. These details can be viewed by clicking on the Additional Details link for the disputed transaction. If more than one possible matching transaction is returned from the service, a Select Transaction assignment is generated and includes the following flow actions.
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When a call to Mastercard to enrich a dispute transaction fails, it is handled in one of two ways: - If the error was due to the transaction not being found and the posting date of the disputed transaction is within the last 3 business days, the system will continue to call to service each business day until the posted transaction is more than 3 business days old. It has been observed that clearing records can take up to 3 business days to exist in the service.
- If the error was due to any other reason, the system will call the service every 12 hours for up to 3 attempts.
When a call to Mastercard to create a claim fails for claim exists; it will check if that claim is already associated with the dispute in the system, if it is not it will leverage that mastercom claim id to continue the dispute. |
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