When a dispute is declined or partially accepted in the American Express Pending Chargeback Response flow, this flow is executed. The system will first look to resolve the dispute by automatically checking for a Merchant Credit. If a credit can automatically resolve the dispute the dispute will be resolved else it will continue to the Review Second Presentment assignment. After the merchant credit check the system will evaluate the Review Second Presentment Pre-Conditions which will result in one of the following actions will be taken:
Action | Description |
|---|---|
| REVIEW | A Review Second Presentment assignment is generated and prompts a user to review the response and take appropriate action. |
| WRITEOFF | The dispute decision is set to "Write-Off" and the dispute is automatically resolved as paid. |
Review Second Presentment
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
When full or partial liability is accepted, the user is prompted to process liability 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 user will be prompted to either pursue the Final Chargeback or Good Faith.
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.
Once an action is taken, it is recorded in the Recovery Action History.