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Accept Dispute Response
This primary flow is displayed when the SLA deadline (timeframe for proceeding to pre-arbitration) has passed and no further recovery options are available. The user will be prompted to take one of the following actions.
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Goal: 30 Days; Urgency +5
Deadline: 35 Days; Urgency +5
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The Review Dispute Response assignment is generated when a dispute is declined or partially accepted by the Acquirer.
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How to complete the assignment
Click the Review Dispute Response button.
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Description | | Excerpt |
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When a Visa collaboration dispute is declined or partially accepted by the acquirer in Visa Review Collaboration Response, this assignment is generated and prompts the user to review the response and take action accordingly. |
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Review Dispute Response
This primary flow action displays the dispute response details to the user and prompts them to take one of the following issuer actions.
- Accept Full
- Accept Partial
- Decline
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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 pre-arbitration.
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SLA | Deadline: 35 Days; Urgency +5 | Assignment Group | Later Lifecycle |
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Overview
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The Review Dispute Response 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.
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How-To
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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 Dispute Response button
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Step 3A: To accept full liability, select Accept
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under Issuer Action
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| title | Click here to see the Accept scenario in QFD... |
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To deny the disputed transaction, select Deny Dispute |
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| title | Click here to see the Deny Dispute scenario in QFD... |
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 Image AddedSelect a deny reason from the
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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
Enter the reason for the denial in the Deny Comments if required (asterisk)
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under Next Step  Image AddedExplain the write-off decision in the freeform box under
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Please provide an explanation
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Optional: You can enter any additional information in the
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Click the Process Actions button.
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Click the Apply button.
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Step 3B: To accept partial liability, select Accept Partial
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under Issuer Action
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What is the amount that is being pursued?
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 Image AddedProvide the reason you are not accepting full liability in the freeform box under
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What is your reason for not accepting full liability?
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 Image AddedProvide the reason you are pursuing pre-arbitration in the freeform box under
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Why are you initiating pre-arbitration?
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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
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What is your reason for not accepting full liability?
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 Image AddedAnswer the
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question Are you changing the dispute category or condition? with Yes or No Yes Select the new dispute category under the Select Category drop-down  Image AddedSelect the new dispute condition under the Select Condition drop-down  Image AddedEnter the reason for the change in the Reason for Change and or Certification Requirements box  Image Added
No
Select Yes or No in response to Are you providing new information?  Image AddedSelect Yes or No in response to Do you have any additional comments to provide?
 Image AddedTo deny the remaining amount, select Deny Dispute under Next Step  Image AddedSelect
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To decline liability, select Decline.
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| title | Click here to see the Decline scenario in QFD... |
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 Image Removeda deny reason from the Reason for Denial drop-down Image AddedVerify 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
Enter the reason for the denial in the Deny Comments if required (asterisk) Update the Send Representment Response Communication? to Yes if your firm requires this letter to be sent to the account holder
 Image AddedTo pay the disputed transaction, select Write Off under Next Step  Image AddedExplain the write-off decision in the freeform box under Please provide an explanation  Image AddedOptional: You can enter any additional information in the Notes freeform box Update the Send Representment Response Communication? to Yes if your firm requires this letter to be sent to the account holder Image Added
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Step 3C: To pursue pre-arbitration, select Decline under Issuer Action
 Image AddedProvide the reason you are not accepting liability in the freeform box under "What is your reason for not accepting liability?"  Image AddedProvide the reason you are pursuing pre-arbitration in the freeform box under
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Why are you initiating pre-arbitration?
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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
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What is your reason for not accepting full liability?
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 Image AddedAnswer the
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question Are you changing the dispute category or condition? with Yes or No Yes Select the new dispute category under the Select Category drop-down Image AddedSelect the new dispute condition under the Select Condition drop-down Image AddedEnter the reason for the change in the Reason for Change and or Certification Requirements box Image Added
No
Select Yes or No in response to Are you providing new information? Image AddedSelect Yes or No in response to Do you have any additional comments to provide?
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 Image AddedUpdate the Send Representment Response Communication?
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to Yes if your firm requires this letter to be sent to the account holder
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Step 3D: To send the merchant documents to the account holder, click the Cancel button
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Select Pend from the Other Actions menu  Image AddedSelect Customer Response under the Pend Reason drop-down  Image AddedUpdate Business days to resume if needed If additional information is not needed, ensure the Send Additional Information Communication drop-down shows No Ensure the Send Representment Pend Communication drop-down shows Yes Select the merchant document from the Attachments section  Image AddedReview and update the Pend Deadline Date to match the Business days to resume if needed  Image Added
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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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Pend
This button allows the user to apply a wait status to all disputes with the Review Dispute 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. In the Review Dispute Response 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.
Accept Acquirer Response
This action is a shortcut allowing the user to quickly apply a write-off or deny decision to the dispute.
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.
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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