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When Merchant Collaboration is enabled, this flow is called from the Provisional Credit Investigation flow to pause dispute processing while a response is awaited from the merchant.  

If the dispute is...

  • A The dispute is a collaboration-eligible transaction AND
  • A collaboration service is available

...

...then further processing is paused while a response is awaited.  The duration of the pause depends on the merchant collaboration service and the service level association with it.  Typically it is no more than 2 business day.

...