Pend for Merchant Collaboration

When Merchant Collaboration is enabled, this flow is called from the Investigation flow to pause dispute processing while a response is awaited from the merchant.  

If...

• The dispute is a collaboration-eligible transaction AND
• A collaboration service is available

AND the dispute is not...

• Autopay OR
• Already issued provisional credit

...then further processing is paused while a response is awaited.  The duration of the pause depends on the merchant collaboration service and the service level association with it.  Typically it is no more than 2 business day.

References