Review Second Chargeback

The Review Second Chargeback assignment is generated when a 2nd Chargeback response is received from the Acquirer. This assignment prompts an agent to review the Acquirer's response and determine what action to take next.

How to complete the assignment

1. Click the Review Chargeback Response button.
   

    Click here to here to see the expanded assignment...

   

   

2. Click the Dispute Details row.
   

    Click here to see the Dispute Details...

   

3. Review the Acquirer's response (Acquirer Response, information in the Notes box, and any documents that have been provided).

To accept liability (cease recovery), select Accept under Issuer Action.

• To pay the disputed transaction, select Write Off.
  

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

  2. Optional: You can enter any additional information in the Notes freeform box.

  3. Click the Apply button.

  4. Click the Process Actions button.
         

• To deny the disputed transaction, select Deny Dispute.
  

   Click here to see the Deny scenario in QFD...

  

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

To accept partial liability (pursue arbitration on the amount not accepted), select Accepted Partial under Issuer Action.

1. Enter the amount that will be pursued in arbitration in the “What is the amount being pursued?” field.
2. Explain your reasoning in the “What is your reason for not accepting liability?” freeform box.
3. Select either Write Off or Deny Dispute for the amount not being pursued under “What action will be taken 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.
     2. Optional: You can enter any additional information in the Notes freeform box.
     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 fields required to be completed based on the denial reason.
     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 decline liability (pursue arbitration), select Decline under Issuer Action.

1. Explain your reasoning in the “What is your reason for not accepting liability?” freeform box.
2. Optional: You can enter any additional information in the Notes freeform box.
3. Click the Apply button.
4. Click the Process Actions button.