Returning a Completed Chargeback

Overview

It's important to have a process in place should the accountholder request to withdraw their dispute after the chargeback has been won. In this article, we'll discuss how to handle the withdrawal when the Acquirer has accepted the chargeback and has issued payment.

This process includes both automated tasks executed by QFD and manual user tasks that prompt users to take action outside of QFD. QFD currently does not support automation of merchant funds disbursements when the chargeback was successful and later a customer withdrew the dispute. A manual assignment will be created for that task, as currently designed.

Processes

Withdrawing a Paid Dispute

1. The user will select the Withdraw Paid Dispute option from the Actions menu. This action requires the claim to be locked by the user. 
   
   
   
2. The user will click on the dispute(s) to withdraw. The selected row(s) will be highlighted.

Automated Tasks

1. The Withdrawn Deny Letter will be sent
   
   
2. An accounting adjustment for the denial will be placed (debit the accountholder's account and credit the Suspense account)
   

Returning the Funds to the Merchant

1. The Merchant Funds Disbursement assignment is available in the Denied node
   
   
   
2. This task prompts the user to complete the adjustment in the appropriate external system (VROL, MasterCom)
   
   
   
3. An accounting adjustment for the return will be logged as a tracking-only entry
   

The process is complete.