Mastercard Dispute

Overview

When a dispute enters the Mastercard recovery strategy this flow is executed.  The system will first check to determine if a chargeback delay is necessary and, if so, pause the process for a specified number of days.  If no delay is required, or the pause has completed, the system will check to see if a related transaction is present and, if so, collect any necessary details about it. 

The Review Chargeback Preconditions table is evaluated to determine if a chargeback review should be required or if the chargeback can be automatically executed.  If the condition is set to "Auto", the system will evaluate the dispute details to determine if all dependencies have been met.  If any dependencies remain unsatisfied or the pre-condition is set to "Review", Review Chargeback Assignment is generated and prompts a user to review and satisfy all dependencies.   

When all dependencies are satisfied, the Execute Chargeback flow is called to handle the execution.  Once  chargeback has been successfully submitted, the system will check to see if the Mastercom API is enabled.  If not, the Upload Documents flow will be executed to prompt a user to upload any necessary chargeback documents to the external system after a pre-configured amount of time has passed.  If the API is enabled, or the Upload Chargeback activities have been completed, the Mastercard Dispute Response flow is executed where the system will await a response.  Additionally, a "Dispute Submitted" action will be recorded in the Recovery Action History.

If the chargeback is rejected while awaiting a response, the Chargeback Rejected flow is executed to handle the reject.

Mastercard Dispute Resolution Form

When a Mastercard recovery option is selected, a Mastercard Dispute Resolution form is generated and populated based on the attributes of the claim.  This form is provided to Mastercard via Mastercom integration, or by uploading to the Mastercard site manually.  Depending on the configuration, a user may be required to review the contents of the form before the chargeback is submitted.  For the Cardholder Dispute category, questions and answers from the intake questionnaire will be included in the details section of the form.  When the recovery strategy is configured for user review, a user will have the opportunity to modify the content before the final version is saved.