Work Status
- Geordie Connell
- Kristafanie Somers
- Hannah Richardson
Owned by Geordie Connell
Claims and disputes will have several different statuses as they move through the claim lifecycle. The status can represent one of the following states:
- Work that needs to be completed
- A response that is awaited
- How an item was resolved
Below is an exhaustive list of statuses with definitions for each.
Claim Statuses
| Status | Definition |
|---|---|
| New | A new claims has been created but processing has not begun. |
| Open-Analyze | At least one dispute in the claim is in the Analyze stage. |
| Open-Enhance | At least one dispute in the claim is in the Enhance stage. |
| Open-Execute | At least one dispute in the claim is in the Execute stage. |
| Open-Resolve | At least one dispute has been resolved, but other disputes remain in-flight. |
| Pending-Submission | A new claim has been created but it has not yet completed initialization. |
| Pending-Abandoned | A new claim ID was created but the intake process is incomplete. Claims in this status can be resumed and submitted. |
| Resolved-Abandoned | The claim is resolved, and was abandoned during intake (never submitted). |
| Resolved-Denied | The claim is resolved, and all disputes were denied. See Denied for deny reasons at the dispute level. |
| Resolved-NoPosting | The claim is resolved, and all disputes were authorizations that never posted to the account. |
| Resolved-Paid | The claim is resolved, and at least one dispute was paid. |
| Resolved-Withdrawn | The claim was withdrawn by the claimant during the intake process |
Dispute Status
| Status | Definition |
|---|---|
| New | A new dispute has been created but processing has not begun. |
| Open-AccountingException | An accounting exception has occurred at resolution. |
| Open-AttachCheckImage | A dispute is awaiting the dependency of an attached check image. |
| Open-AuthorizationReview | A disputed authorization has potential matches that require review by a user. |
| Open-CheckForMerchantCredit | A dispute is awaiting a Merchant Credit Check. |
| Open-Disposition | A dispute is ready for disposition. |
| Open-CheckExceptionReview | A dispute that needs to be reviewed to see if the association accepted the exception. |
| Open-ExecuteRecovery | A dispute is awaiting the manual execution of a recovery attempt, such as a chargeback or pre-arbitration case filing. Manual execution is only applicable where no service is configured. |
| Open-OrderSalesDraft | A dispute that needs a sales draft ordered. |
| Open-ProcessLiability | A dispute is in the awaiting a user to assign a liability decision. |
| Open-ProcessRecovery | A dispute is awaiting the processing of an automated service call to initiate a recovery attempt, such as a chargeback or pre-arbitration case filing. |
| Open-ProvisionalCreditReview | A dispute is awaiting Initial Investigation. |
| Open-ReviewDisputeResponse | A dispute has been declined or partially accepted in a chargeback attempt and requires review by a user. |
| Open-ReviewDocuments | A required document has been received and review by a user is required to move the dispute forward. |
| Open-ReviewInboundPrearb | An inbound pre-arbitration response to a chargeback has been received in Visa Allocations and requires review by a user. |
| Open-ReviewPreArbResponse | A pre-arbitration response has been received and requires review by a user. |
| Open-ReviewReject | A chargeback has been rejected and requires review by a user. |
| Open-ReviewRepresentment | A Mastercard chargeback resulted in a representment by the merchant and requires review by a user. |
| Pending-AcquirerResponse | A dispute is awaiting a response to a chargeback. |
| Pending-ArbChargebackResponse | A dispute is awaiting a response to an Arbitration Chargeback. NOTE: Arbitration chargebacks have been phased out by Mastercard. |
| Pending-ArbitrationResponse | A dispute is awaiting a response to an arbitration case filing on the Visa network. |
| Pending-ArbResponse | A dispute is awaiting a response to an arbitration case filing on the Mastercard network. |
| Pending-ChargebackResponse | A dispute is awaiting a response to a chargeback on the Mastercard network. |
| Pending-CustomerDocuments | A dispute is awaiting required documents from the claimant. |
| Pending-CustomerResponse | A dispute is awaiting a response from the claimant. |
| Pending-ExceptionReview | A dispute is awaiting a response from the association to allow an exception for a chargeback. |
| Pending-DenyDispute | A denial decision has been made, but processing is incomplete. For disputes where Reg E applies, this is likely due to a wait for the debit of provisional credit. For disputes where Reg E does not apply, this is a brief processing period that should resolve within minutes. |
| Pending-DisputeResponse | A dispute is awaiting a response to a chargeback on the Visa network. |
| Pending-FinalProcessing | A pay or deny decision has been made and the dispute is awaiting final processing. |
| Pending-FinalDisposition | A dispute which is pending resolution of other disputes within the claim prior to resolving. |
| Pending-FraudReview | A dispute which was pended by a user in the pend flow to be reviewed for potential fraud. |
| Pending-FraudReportingInputs | One, or more, required inputs for completing fraud reporting via a configured service are missing and must be provided by a user. |
| Pending-Investigation | A dispute assignment is required for users to conduct an investigation and complete a configurable list of investigation topics. |
| Pending-MerchantCreditReview | A dispute has been pended by a number of days, as defined by the user, to await a merchant credit after a representment was received indicating a credit was expected. |
| Pending-PreArbResponse | A dispute is awaiting a response to a pre-arbitration case filing on the Mastercard network. |
| Pending-RequestCopy | A dispute is pending a Request for Copy (RFC). |
| Pending-Research | A dispute is pending internal research, which is a pend option set by a user. |
| Pending-TempMatching | A disputed authorization is awaiting a matching clearing record. |
| Resolved-Denied | A dispute has been resolved as denied. See Denied for deny reasons at the dispute level. |
| Resolved-NoPosting | A disputed authorization has been resolved as never posted. |
| Resolved-Paid | A dispute has been resolved as paid. |
| Resolved-PostedDisputeCreated | A disputed authorization has cleared, the original authorization has been resolved, and a new dispute has been created for the clearing record. |
| Waiting-ChargebackRights | A dispute is being evaluated by the system to determine if recovery rights exist. |