Review Pre-Arb Response Assignment

Description
SLA	Deadline: 15 Days
Assignment Group	Later Lifecycle

Overview

The Review Pre-Arb Response assignment prompts the user to review the acquirer's response and determine the next step: write-off or deny the dispute or initiate arbitration. Users will need to know when to initiate arbitration, what information they are looking for in the merchant's response, and how to notate this assignment.

How-To

Step 1: Review the merchant's response including a second pass at the representment documents

Step 2: Click the Review PreArb Response button

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

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

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

Input the amount that was not recovered in What is the amount that is being pursued?
Provide the reason you are not accepting full liability in the freeform box under What is your reason for not accepting full liability?

To deny the remaining amount, 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
Optional: You can enter any additional information in the Notes freeform box

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

Provide the reason you are not accepting liability in the freeform box under What is your reason for not accepting liability?
Provide the reason you are pursuing pre-arbitration in the freeform box under Why are you pursuing arbitration?
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?

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.

Pend

This button allows the user to apply a wait status to all disputes with the Review Pre-Arb Response 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.

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.