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The Submit Dispute Service Failed assignment generates when the Visa dispute was not created by QFD for a specific reason. The user should review the reason for rejection to determine the next steps.
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Reviewing Reject Reason
When a service fails, the default action will be to retry the service call. When that action is selected, the application will display the reason for the failure. A failure will not always be an actual code issue but might be a business exception by Visa or a question was answered in a manner which failed Visa’s validations. Generally, the application will prevent these from being submitted but users can push out chargebacks manually. (Note: A support ticket can be raised if a client suspects a defect within the application.)
There are two main business reasons something might end up in this work queue.
The system could not determine recovery rights and sent the dispute to Disposition Case, then once the chargeback was submitted, it was rejected.
The system determined no recovery rights existed and a user opted to pull it out of Final Investigation and pursue recovery rights when none exist. (Example: Below)
Example:
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When the option to retry the service call is selected the error message displayed. If this is a business exception, as in the above use case, the Submit Dispute Service Failure assignment should be cancelled by choosing the option “Cancel Recovery”.
Available Actions
Retry Initiate Dispute
This will retry the call to Visa and should be used if based on the reject reason reviewed it indicates retrying the service would be successful.
Execute Chargeback Manually
This option should be leveraged if the user opts to pursue the chargeback manually in Visa due to issues with getting it executed within the application.
Cancel Recovery
This option should be used when the chargeback is rejected for a business exception and recovery cannot be pursued. The user will need to determine what next steps must be taken to ensure the case filing aligns with Visa’s rules. Next steps may include pending the case to wait for a required timeframe, selecting an alternate recovery reason, or reclassifying the claim, etc.