When Mastercom integration is configured, this assignment will be completed by the system
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Actions
Response Received
This primary flow action prompts the user to record the response received from the acquirer. When Mastercom is enabled, a user should not process this assignment.
This flow action is only available to the system and is used to resume the flow when a response is received in queue
. When no integration is available, a user must complete the Response Received action and record the "Accept" or "Decline" response from the merchant. If the 30 day timeframe for a response, as defined in the Mastercard Chargeback Guide, has expired, a user may select Other Actions > No Response Received to move the case forward
via Mastercom. The system will retrieve the details from the Mastercom service and record the response.
If an unsupported response is received from the Mastercom system, an assignment is generated and prompts a user to review the details and record a supported response.
Escalate
This optional flow action is available via theOther Actionsmenu and allows the user to escalate the case to arbitration without receiving a pre-arbitration response. When this action is executed, the flow is called to facilitate the process.
Withdraw Case
This optional flow action is available via theOther Actionsmenu and allows the user to withdraw the case before receiving a pre-arbitration response. This will assume full liability on behalf of the issuer for any Remaining Recovery Amount. When this action is executed, the flow is called to facilitate the process.
No Response Received
This optional flow action is available via theOther Actionsmenu and will simulate the response time-frame expiring. The system will automatically execute this flow action when
the
SLA deadline
shown below
is reached.
Optionally, a Withdraw Case option is available from the Other Actions menu. If Mastercom is enabled, this action will withdraw the case from the system and the issuer will assume full liability for the remaining recovery amount. The user will be prompted to provide a reason, and process liability by denying or writing of the remaining recovery amount.
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When executed, it is assumed that the pre-arbitration case is accepted by the acquirer.
21.2 Mandate
Mastercard now accepts pre-arbitration cases on behalf of the acquirer after 30 days. Prior to this change, the case was automatically rejected. The acquirer has 30 days to respond. On the 35th day, the system will generate an to prompt a user to review the dispute and confirm that no response was provided before setting the status to "Resolved-Paid" and performing accounting to debit the merchant collection.