5: Review Arbitration Response

Overview

When the merchant rebuts the arbitration attempt, this assignment prompts the user to review the merchant's response and then determine the next step for the dispute: wait for Mastercard's ruling or withdraw the case filing and make a decision on the dispute. Users will need to know what information they are looking for in merchant documents for both fraud and non-fraud claims, and how to notate this assignment.

How-To

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

Step 1: Click the Review Arbitration Response button

Step 2: Review the merchant response in the Dispute Details and any new files in the Attachments section

Step 3A: To wait for Mastercard's arbitration ruling, select Wait for Mastercard Ruling under the Issuer Action

Step 3B: To accept full liability and withdraw the case filing, select Withdraw Case under the Issuer Action

Select Yes in response to Are you sure you want to withdraw this case? By proceeding, you are accepting full liability for the amount that was filed. This action cannot be reversed.
Explain why the case is being withdrawn in the box under Why are you withdrawing the case?

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

Select a deny reason from the Reason for Denial drop-down
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
Enter the reason for the denial in the Deny Comments if required (asterisk)

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

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

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.

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.