Overview
When inbound arbitration is received in Visa Pending Allocation Response, this flow is executed. The Review Inbound Pre-Arbitration Pre-Conditions table is evaluated to determine which of the following actions will be taken:
Action DescriptionREVIEW The Review Inbound Pre Arb assignment is generated and prompts a user to review and take action. WRITEOFF The dispute decision is set to "Write-Off" and the dispute is automatically resolved.
This primary flow action displays the inbound pre-arbitration dispute details to the user and prompts them to complete the inbound pre-arbitration issuer action questionnaire as shown below. Question Type Values Mandatory/Optional/Conditional Notes 21.1 Mandate Added question. When full or partial liability is accepted, the user is prompted to record the amount accepted and 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 response will be provided to Visa and the system will await inbound arbitration from the acquiring bank. When partial liability is accepted, the Issuer Accept Partial flow is executed to handle liability processing and any required approvals. This flow action is available via the Other Actions menu and will force the assignment into an "accept only" path where the user can review the details but must accept full liability and process liability for the full amount of the dispute. This flow action is automatically executed when the SLA deadline is reached.Review Inbound PreArb
Property Issuer Action RR_IssuerAction List Accept, Accept Partial, Decline Mandatory What is your reason for not accepting liability? RR_LiabilityNotAcceptedReason Text Mandatory if Issuer Action is "Decline" What is the amount that is being accepted? PartialAmountAccepted Currency Conditional - Mandatory if Issuer Action is "Accept Partial" What is your reason for not accepting full liability? RR_LiabilityNotAcceptedFullyReason Text Conditional - Mandatory if Issuer Action is "Accept Partial" Do you certify that the compelling evidence has been reviewed with the cardholder and that the cardholder wishes to continue with the dispute? IssuerCertifiesCardholderCompEvidence Yes/No Conditional - Mandatory if inbound pre-arbitration reason is "Compelling Evidence" Why does the cardholder continue to dispute? CardholderContinuesDispute Text Conditional - Mandatory if IssuerCertifiesCardholderCompEvidence = "Yes" Do you certify that the cardholder name and address provided by the acquirer does not match the issuer’s records? CardholderNameAddressNotMatchInd Yes/No Conditional - Mandatory if inbound pre-arbitration reason is "Compelling Evidence" Do you have any additional comments to provide? Next Steps
Response Deadline Reached
Workflow
Once an action is taken, it is recorded in the Recovery Action History and the Inbound Pre-Arbitration Response flow is executed.
Questionnaire
When a user reviews the inbound pre-arbitration dispute, the following "issuer action" questionnaire is displayed and prompts the user to provide all information required by Visa. Question Type Values Mandatory/Optional/Conditional Notes 21.1 Mandate Added question.Property What is your reason for not accepting liability? Text Mandatory Do you certify that the compelling evidence has been reviewed with the cardholder and that the cardholder wishes to continue with the dispute? IssuerCertifiesCardholderCompEvidence Yes/No Conditional - Required if inbound pre-arbitration reason is "Compelling Evidence" Why does the cardholder continue to dispute? CardholderContinuesDispute Text Conditional - Mandatory if IssuerCertifiesCardholderCompEvidence = "Yes" Do you certify that the cardholder name and address provided by the acquirer does not match the issuer’s records? CardholderNameAddressNotMatchInd Yes/No Conditional - Required if inbound pre-arbitration reason is "Compelling Evidence"