A new assignment and sub-flow are available when Mastercard returns reject reason 5002 to indicate the chargeback has been rejected for First-Party Trust.

Users will be required to obtain the compelling evidence from Mastercom and share the details with the cardholder. If the cardholder wishes to continue recovery an affidavit must be completed and attached to the chargeback. 

Overview of the process when the First-Party Trust program validates compelling evidence

1. Cardholder contacts issuer to dispute a transaction.

2. Issuer records the details of the dispute and questions cardholder about the transaction.

3. Issuer submits chargeback in Mastercom.

4. Issuer receives 5002 response code back from Mastercom which indicates compelling evidence is present and liability has shifted.

5. Issuer discusses compelling evidence information with the cardholder.

6. The cardholder is adamant that they did not participate in the transaction despite the compelling evidence. Therefore, the issuer requests a signed and notarized affidavit be completed to continue the dispute.

7. The cardholder provides the signed and notarized affidavit.

8. The issuer resubmits the chargeback with the completed affidavit. The issuer may include any additional evidence provided by the cardholder (optional).

9. Chargeback is sent to acquirer and continues through the chargeback process with liability falling back to the merchant.

A new assignment and sub-flow are available when Mastercard returns reject reason 5002 to indicate the chargeback has been rejected for First-Party Trust.

Users will be required to obtain the compelling evidence from Mastercom and share the details with the cardholder. If the cardholder wishes to continue recovery the Issuer Chargeback Contact, as listed in Mastercom) may certify that the cardholder is still refuting the transactions when pursuing recovery. 

Overview of the process when the First-Party Trust program validates compelling evidence

1. Cardholder contacts issuer to dispute a transaction.

2. Issuer records the details of the dispute and questions cardholder about the transaction.

3. Issuer submits chargeback in Mastercom.

4. Issuer receives 5002 response code back from Mastercom which indicates compelling evidence is present and liability has shifted.

5. Issuer discusses compelling evidence information with the cardholder.

6. The cardholder is adamant that they did not participate in the transaction despite the compelling evidence. Therefore, the issuer creates a signed attestation of behalf of the cardholder.

7. Attestation confirms that the compelling evidence was provided to the cardholder and includes an explanation as to why the cardholder is still refuting the transaction.

8. The issuer chargeback contact (designated in MyCompany Manager in MC connect) signs the attestation and resubmits the chargeback with the signed document. The issuer may include any
   additional evidence provided by the cardholder (optional).

9. Chargeback is sent to acquirer and continues through the chargeback process with liability falling back to the merchant.

Reach out to your Client Success Manager to enable the Issuer Chargeback Compliance Attestation option in lieu of the cardholder affidavit.

QPS-11276

Revised Standards for Eliminating the Arbitration Case Response Time Frame

Mastercard will eliminate the 10-calendar day time frame for an acquirer to respond to an arbitration case filing for both Single Message System and Dual Message System transactions.