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Goal
Page Properties

Response Deadline Reached

This flow action is available via the menu and will force the assignment into an "accept only" path where the user can review the details but must accept full liability and  for the full amount of the dispute.  This flow action is automatically executed when the SLA deadline is reached.
SLA

Description

Excerpt
When inbound arbitration is received in Visa Review Inbound PreArbitration and the dispute does not meet the conditions for an automatic write-off, this assignment is generated and prompts a user to take action.
Details Multiexcerpt
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Review Inbound PreArb

This primary flow action displays the inbound pre-arbitration dispute details to the user and prompts them to complete the inbound pre-arbitration issuer action questionnaire as shown below.

QuestionnaireINLINE

Question

Property

Type

Values

Mandatory/Optional/Conditional

Notes

Issuer ActionRR_IssuerActionList Accept, Accept Partial, DeclineMandatoryWhat is your reason for not accepting liability?RR_LiabilityNotAcceptedReasonTextMandatory if Issuer Action is "Decline"What is the amount that is being accepted?PartialAmountAcceptedCurrencyConditional - Mandatory if Issuer Action is "Accept Partial"What is your reason for not accepting full liability?RR_LiabilityNotAcceptedFullyReasonTextConditional - Mandatory if Issuer Action is "Accept Partial"Do you certify that the compelling evidence has been reviewed with the cardholder and that the cardholder wishes to continue with the dispute?IssuerCertifiesCardholderCompEvidenceYes/NoConditional - Mandatory if inbound pre-arbitration reason is "Compelling Evidence"Why does the cardholder continue to dispute?CardholderContinuesDisputeTextConditional - Mandatory if IssuerCertifiesCardholderCompEvidence = "Yes"Do you certify that the cardholder name and address provided by the acquirer does not match the issuer’s records?CardholderNameAddressNotMatchIndYes/NoConditional - Mandatory if inbound pre-arbitration reason is "Compelling Evidence"21.1 Mandate

Added question.

Do you have any additional comments to provide?

Next Steps

When full or partial liability is accepted, the user is prompted to record the amount accepted and  for the amount accepted.

When liability is declined or partially accepted, the user is prompted to provide additional details and pursue further options.  In this case, the response will be provided to Visa and the system will await inbound arbitration from the acquiring bank.

true

SLA

Deadline: Inbound Pre-arbitration Received + 25 days

Deadline: Inbound Pre-arbitration Received + 30 days; Activity: Response Deadline Reached

Work QueueReviewInboundPrearbWork

Assignment Group

Recovery

Later Lifecycle

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Overview

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The Review Inbound Pre-Arb assignment is generated when a pre-arbitration is submitted by the acquirer that requires a manual review. The agent will review the merchant's response and determine next steps. This assignment is only for Visa transactions. 

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How to complete the assignment

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Arb assignment prompts the user to review merchant documents then determine the next step for the dispute: accept all or partial liability or initiate arbitration. Users will need to know when to initiate arbitration, what information they are looking for in merchant documents, 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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Step 1: Review the merchant documentation in the Attachments section in the Case Assets.

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Step 2: Click the Review Inbound PreArb button

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titleClick here to see the expanded assignment...

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Step 3A: To accept full liability, select

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Accept

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under Issuer Action

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titleClick here to see the Accept scenario in QFD...

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Select Yes or No in response to Do you have any additional comments to provide?

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To deny the disputed transaction, select

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Deny Dispute

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under Next Step

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  1. Select

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  1. a deny reason from the Reason for Denial

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  1. drop-down

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  1. 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

  2. Enter the reason for the denial in the Deny Comments if required (asterisk) 

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To pay the disputed transaction, select

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Write Off

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under Next Step

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  1. Explain the write-off decision in the freeform box under

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  1. Please provide an explanation

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  1. Optional: You can enter any additional information in the

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  1. Notes

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  1. freeform box

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Step 3B: To accept partial liability, select

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Accept Partial

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under Issuer Action

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titleClick here to see the Accept Partial scenario in QFD...

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  1. Input the amount that

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  1. is being accepted in What is the amount that

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  1. you are accepting (in USD)?

  2. Provide the reason you are not accepting full liability in the freeform box under

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  1. What is your reason for not accepting full liability?

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  1. Note: The response to this question is included in the case filing and will be sent to the Association and Acquirer.

  2. Select Yes or No in response to Do you have any additional comments to provide?

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To deny the remaining amount

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  1. Explain the write-off decision in the freeform box under Please provide an explanation. (You can copy/paste your response to "What is your reason for not accepting full liability?")
       

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  1. Select the reason for denial via the Reason for Denial drop-down menu.

  2. Complete any fields that need to be completed based on the denial reason.
  3. Optional: You can copy/paste your response to "What is your reason for not accepting full liability?" in the Deny Comments which will post a deny note in the Notes hub.

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, select Deny Dispute under What action will be taken for the remaining amount?

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  1. Select a deny reason from the Reason for Denial drop-down

  2. 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

  3. Enter the reason for the denial in the Deny Comments if required (asterisk)

  4. Update the Send Representment Response Communication? to Yes if your firm requires this letter to be sent to the account holder

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To pay the disputed transaction, select Write Off under What action will be taken for the remaining amount?

  1. Explain the write-off decision in the freeform box under Please provide an explanation

  2. Optional: You can enter any additional information in the

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  1. Notes

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  1. freeform box

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To pursue Pre-Arbitration, select Decline.

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titleClick here to see the Decline scenario in QFD...

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  1. Update the Send Representment Response Communication? to Yes if your firm requires this letter to be sent to the account holder

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Step 3C: To pursue pre-arbitration, select Decline under Issuer Action

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  1. Provide the reason you are not accepting liability in the freeform box under

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  1. What is your reason for not accepting liability?

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  1. Note: The response to this question is included in the case filing and will be sent to the Association and Acquirer

  2. Select Yes or No in response to Do you have any additional comments to provide?

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  1. Update the Send Representment Response Communication?

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How to complete the assignment

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To pay the disputed transaction, select Write Off.

  1. Optional: You can enter any additional information in the Please provide an explanation freeform box.
  2. Determine if a paid letter will be sent by selecting Yes or No from the "Send Paid Communication?" 
  3. Click the Apply button.
  4. Click the Process Actions button.
       

To deny the disputed transaction, select Deny Dispute.

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  1. 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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  1. Select Pend from the Other Actions menu

  2. Select Customer Response under the Pend Reason drop-down

  3. Update Business days to resume if needed

  4. If additional information is not needed, ensure the Send Additional Information Communication drop-down shows No

  5. Ensure the Send Representment Pend Communication drop-down shows Yes

  6. Select the merchant document from the Attachments section

  7. Review and update the Pend Deadline Date to match the Business days to resume if needed


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 Inbound PreArb. 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 Inbound PreArb 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 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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