MorphMorph

1: Review Representment

Owned by Kristafanie Somers
Last updated: Nov 15, 2024 by Jeanette MaackVersion comment
7 min read



Overview

The Review Representment assignment is generated when the merchant represents in response to the chargeback. This assignment prompts the user to review the merchant documents then determine the next step for the dispute: accept all or partial liability or initiate pre-arbitration. Users will need to know when to initiate pre-arbitration, what information they are looking for in merchant documents for both fraud and non-fraud claims, and how to notate this assignment. Additionally, advise the learner group of whether or not they should send the Representment Communication to the account holder and explain when users will need to send merchant documents to the account holder.





How-To

Use the example claim you've prepared for the walkthrough. 

Step 1: Review the representment documentation in the Attachments section in the Case Assets. 


Step 2: Click the Review Representment button



Step 3A: To accept full liability, select Accept under Issuer Action

To deny the disputed transaction, select Deny Dispute under Next Step

  1. Select a deny reason from the Reason for Denial drop-down




  2. Verify the debit date


    • For Reg E, verify the Deny Debit Date is set 5 business days from the denial date (excluding holidays and weekends)


    • For Reg Z, verify the Deny Debit Date is set for same-day


  3. Enter the reason for the denial in the Deny Comments if required (asterisk) 

   

To pay the disputed transaction, select Write Off under Next Step


  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




Step 3B: To accept partial liability, select Accept Partial under Issuer Action

  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. If prompted, select the correct response under Do you want to pursue arbitration? based on internal guidelines 




  4. Provide the reason you are pursuing pre-arbitration in the freeform box under Why are you initiating pre-arbitration?
    Note: The response to this question is included in the case filing and will be sent to the Association and Acquirer
    You can copy/paste your response to What is your reason for not accepting full liability?




  5. Answer the question Are you changing the dispute category or condition? with Yes or No


    1. Yes

      • Select the new dispute reason under the What is the new dispute reason? drop-down




      • Enter the reason for the change in the Why are you changing the dispute reason? box

    2. No



To deny the remaining amount, select Deny Dispute under Next Step



  1. Select a deny reason from the Reason for Denial drop-down

  2. Verify the debit date


    • For Reg E, verify the Deny Debit Date is set 5 business days from the denial date (excluding holidays and weekends)


    • For Reg Z, verify the Deny Debit Date is set for same-day


  3. Enter the reason for the denial in the Deny Comments if required (asterisk)


  4. Update the Send Representment Response Communication? to Yes if your firm requires this letter to be sent to the account holder




To pay the disputed transaction, select Write Off under Next Step



  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. Update the Send Representment Response Communication? to Yes if your firm requires this letter to be sent to the account holder




Step 3C: To pursue pre-arbitration, select Decline under Issuer Action

  1. Provide the reason you are not accepting liability in the freeform box under "What is your reason for not accepting liability?"




  2. If prompted, select the correct response under Do you want to pursue arbitration? based on internal guidelines 




  3. Provide the reason you are pursuing pre-arbitration in the freeform box under Why are you initiating pre-arbitration?
    Note: The response to this question is included in the case filing and will be sent to the Association and Acquirer
    You can copy/paste your response to What is your reason for not accepting full liability?




  4. Answer the question Are you changing the dispute category or condition? with Yes or No

  5.  

    1. Yes

      • Select the new dispute reason under the What is the new dispute reason? drop-down




      • Enter the reason for the change in the Why are you changing the dispute reason? box

    2. No


  6. Update the Send Representment Response Communication? to Yes if your firm requires this letter to be sent to the account holder



Step 3D: To send the merchant documents to the account holder, click the Cancel button

  1. Select Pend from the Other Actions menu




  2. Select Customer Response under the Pend Reason drop-down




  3. Update Business days to resume if needed


  4. If additional information is not needed, ensure the Send Additional Information Communication drop-down shows No


  5. Ensure the Send Representment Pend Communication drop-down shows Yes


  6. Select the merchant document from the Attachments section




  7. Review and update the Pend Deadline Date to match the Business days to resume if needed





Step 4: Click the Apply button


Step 5: Click the Process Actions button



Other Actions

The Other Actions menu offers additional actions and information that allows the user to effectively work the task. 

Response Deadline Reached

This action allows the user to log that the recovery timeframe has expired and prompts the user to make a write-off or deny decision on the dispute.

Pend

This button allows the user to apply a wait status to all disputes with the Review Representment assignment. The user may want to apply the wait status for a variety of reasons, including requesting information or documents from the account holder or needing to pause the assignments to complete an internal investigation. In the Review Representment assignment, users may need to use the Pend function to reach out to the account holder and have them review the merchant documents. Review step 3D above for instructions. 

For additional information on the Pend function, click here.

Accept with Partial Merchant Credit

This action allows the user to accept partial liability and deny the remaining disputed amount due to merchant credit. The amount that's accepted will be written-off and the rest of the dispute will be denied due to a refund. 

Accept Acquirer Response

This action is a shortcut allowing the user to quickly apply a write-off or deny decision to the dispute.

Mark Assignment As Unworkable

Assignments that cannot be worked due to a technical issue can be marked as unworkable. This action will move the unworkable task to the Unworkable Assignment Group where leadership can review the scenario and take steps to resolve it. Technical errors that require the task to be marked as unworkable include QFD not reflecting correct data or when a user takes an action on the task, the action does not process and the assignment loops or is stuck. 



Bulk Actions

Bulk Actions enable users to apply action to multiple disputes at once, saving the user time. 

Bulk Take Action

This button is available when there are multiple disputes present in the selected node. The bulk action applied will impact only the disputes on the page you're currently viewing if there are multiple pages due to the number of disputed transactions. 

Accept All

This button allows the user to accept liability on all disputes with the Review Representment assignment. When liability is accepted, the user is prompted to write-off or deny the dispute or disputes.