Review Inbound Pre Arb

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. 

How to complete the assignment

1. Review the pre-arb response in the Attachments sections in the Case Assets. If there is no pre-arb response, retrieve it using your firm's Visa system of choice. 
   
   

2. Click the Review Inbound PreArb button.
   

    Click here to see the expanded assignment...

   

   

   
   

To accept full liability, select Accept.

1. Respond to "Do you have any additional comments to provide?" with a Yes or No. 
2. Determine if the disputed transaction will be denied or written off.
   • To deny the disputed transaction, select Deny Dispute.

     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.
          
   •  To pay the disputed transaction, select Write Off.

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

3. Optional: You can enter any additional information in the Notes freeform box.
4. Click the Apply button.
5. Click the Process Actions button.
   
   

To accept partial liability, select Accept Partial.

1. Input the amount that was not recovered in “What is the amount that is being pursued?”
2. Provide the reason you are not accepting full liability in the freeform box under "What is your reason for not accepting full liability?"
3. Answer "Do you certify that the compelling evidence has been reviewed with the cardholder and that the cardholder wishes to continue with the dispute?"
4. Answer "Why does the cardholder continue to dispute?" (You can copy/paste your response to "What is your reason for not accepting liability?")
5. Answer "Do you certify the cardholder name and address provided by the acquirer does not match the issuer's record?" with Yes or No.
6. Answer "Do you have any additional comments to provide?"
7. Select the action for the remaining amount.
   • To pay the disputed transaction, select Write Off.

     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?")
           

   • To deny the disputed transaction, select Deny Dispute.

     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.
   • Respond to "Send Representment Response Communication?" with Yes or No according to your firm's protocol.
   • Optional: You can enter any additional information in the Notes freeform box.
8. Click the Apply button.
9. Click the Process Actions button.
   
   

To pursue Pre-Arbitration, select Decline.

1. Provide the reason you are not accepting liability in the freeform box under "What is your reason for not accepting liability?"
2. Answer "Do you certify that the compelling evidence has been reviewed with the cardholder and that the cardholder wishes to continue with the dispute?"
3. Answer "Why does the cardholder continue to dispute?" (You can copy/paste your response to "What is your reason for not accepting liability?")
4. Answer "Do you certify the cardholder name and address provided by the acquirer does not match the issuer's record?" with Yes or No.
5. Answer "Do you have any additional comments to provide?"
6. Respond to "Send Representment Response Communication?" with Yes or No according to your firm's protocol.
7. Optional: You can enter any additional information in the Notes freeform box.
8. Click the Apply button.
9. Click the Process Actions button.

The Accept Inbound Prearb assignment is generated when the pre-arb response timeframe has expired. The agent will need to either pay the dispute or deny it, as all recovery options have been exhausted. This assignment is only for Visa transactions. 

How to complete the assignment

1. Click the Accept Inbound Prearb button.
   
   
2. Review the dispute details and merchant documents in order to determine whether the dispute will be paid or denied.

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.

1. Choose a deny reason from the Reason for Denial drop-down.
2. Complete any required fields based on the denial reason.
3. Click the Apply button.
4. Click the Process Actions button.