Review PreArb Response

Owned by Devan Robertson
Last updated: Sept 27, 2024 by Kristafanie Somers
1 min read
Description

When a Visa collaboration dispute is declined or partially accepted by the acquirer in Visa Pre Arbitration, this assignment is generated and prompts the user to review the response and take action accordingly.

Details

Review Response

This primary flow action displays the pre-arbitration response details to the user and prompts them to take one of the following issuer actions.

  • Accept Full
  • Accept Partial
  • Decline

When full or partial liability is accepted, the user is prompted to complete the Final Investigation Flow for the amount accepted.

When liability is declined or partially accepted, the user is prompted to provide additional details and pursue further options.  In this case, the user will be prompted to pursue arbitration.

When partial liability is accepted, the Issuer Accept Partial flow is executed to handle liability processing and any required approvals.

Accept Dispute Response

This primary flow is displayed when the SLA deadline (timeframe for proceeding to arbitration) has passed and no further recovery options are available.  The user will be prompted to take one of the following actions.

SLA

Goal: 10 Days; Urgency +5

Deadline: 15 Days; Urgency +5

Work QueueReviewPreArb
Work Group

System

StageAnalyze
NodeDisposition


The Review Pre-Arb Response assignment is generated once a pre-arbitration attempt is declined by the Acquirer. 


Jump to:


How to complete the assignment 

  1. Click the Accept Dispute Response button.

     Click here to see the expanded assignment...

  2. Review the dispute details and merchant documents in order to determine whether the dispute will be paid or denied.


To pay the disputed transaction, select Write Off.

  1. Optional: You can enter any additional information in the Please provide an explanation freeform box.
  2. Determine if a paid letter will be sent by selecting Yes or No from the "Send Paid Communication?" 
  3. Click the Apply button.
  4. Click the Process Actions button.
         

To deny the disputed transaction, select Deny Dispute.

  1. Choose a deny reason from the Reason for Denial drop-down. 
  2. Complete any fields required to be completed based on the denial reason.
  3. Optional: You can enter any additional information in the Notes freeform box.
  4. Click the Apply button.
  5. Click the Process Actions button.   



How to complete the assignment

  1. Click the Review PreArbitration Response button.

     Click here to see the expanded assignment...


  2. Review the dispute details and merchant documents in order to determine 

To accept full liability, select Accept.

  • To deny the disputed transaction, select Deny Dispute.
    1. Choose a deny reason from the Reason for Denial drop-down. 
    2. Complete any fields required to be completed based on the denial reason.
    3. Click the Apply button.
    4. Click the Process Actions button.
         
  •  To pay the disputed transaction, select Write Off.

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

    2. Determine if a paid letter will be sent to the accountholder by selecting Yes or No from the "Send Paid Communication?" drop-down.
    3. Optional: You can enter any additional information in the Notes freeform box.
    4. Click the Apply button.
    5. Click the Process Actions button.


To accept partial liability, select Accept Partial.

 Click here to see the Accept Partial scenario in QFD...

  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. Provide the reason you are pursuing arbitration in the freeform box under "Why are you initiating arbitration?" (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. Select the action for the remaining amount.
    • To pay the disputed transaction, select Write Off.
      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. Click the Apply button.
      4. Click the Process Actions button.
             
    • To deny the disputed transaction, select Deny Dispute.
      1. Choose a deny reason from the Reason for Denial drop-down. 
      2. Complete any fields required to be completed based on the denial reason.
      3. Optional: You can enter any additional information in the Notes freeform box.
      4. Click the Apply button.
      5. Click the Process Actions button.   

  

To pursue arbitration, select Decline.

 Click here to see the Decline scenario in QFD...

  1. Provide the reason you are not accepting liability in the freeform box under "What is your reason for not accepting liability?"
  2. Provide the reason you are pursuing arbitration in the freeform box under "Why are you initiating arbitration?" (You can copy/paste your response to "What is your reason for not accepting full liability?")
  3. Respond to "Do you have any documentation to provide" with Yes or No.
  4. Optional: You can enter any additional information in the Notes freeform box.
  5. Click the Apply button.
  6. Click the Process Actions button.