When a dispute is declined or partially accepted in the Visa Collaboration Response flow, this flow is executed. The Dispute Response Pre-conditions are evaluated to determine which of the following actions will be taken:
Action DescriptionREVIEW A Review Dispute Response 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.
This primary flow action displays the dispute response details to the user and prompts them to take one of the following issuer actions. 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 pursue pre-arbitration. When partial liability is accepted, the Issuer Accept Partial flow is executed to handle liability processing and any required approvals. 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.Review Dispute Response
Accept Dispute Response
Once an action is taken, it is recorded in the Recovery Action History and the Execute Visa Pre-Arbitration flow is executed.
Correspondence
If recovery is pursued, the user is prompted to send the optional Representment Response letter.
Post Resolution Notice
A response has been received past the collaboration response deadline and the dispute has moved on in the workflow. Please review the dispute for a potential credit and task action as required.
Should to collaboration response be received after the dispute has been resolved, you will see this notice.
Dispute has been denied
- Confirm the dispute was denied due to merchant-issued credit.
- Apply and Process the action to resolve this assignment.
Dispute has been paid
- Use the Process Duplicate Credit action from the Actions drop-down to claw back the payment.
- Apply and Process the action to resolve this assignment.
Dispute is still open
- Locate the dispute and use the Check for Merchant Credit option from the Other Actions menu.
- Deny due to merchant refund.
- Apply and Process the action to resolve this assignment.