25.1 Mastercard Mandates

Cryptocurrency - Fraud Questionnaire

As part of 24.2 Visa Mandates a new question was added to the Visa Fraud questionnaire to determine if a cardholder participated in a crypto currency/NFT purchase. With this release the question was visible to all associations during intake. This fix ensures that the question is replaced with new verbiage that will apply to all associations fraudulent claims.

Effective immediately, the following questions will be removed from the Fraud Intake Questionnaire:

• Is this dispute in regard to the acquisition of non-fiat currency (ex: cryptocurrency) or purchase of a non-fungible token (NFT)?

• Did you participate in the Transaction but subsequently were deceived into sending the non-fiat currency or NFT to a fraudulent recipient?

Effective immediately, the following question will be added to the Fraud Intake Questionnaire:

• “Did you participate in the transaction, but were deceived into sending funds or merchandise to a fraudulent recipient?” {Yes/No}

QPS-11610

GLB 10558 - Not as Described/Defective Details

On or after April 12, 2025, the Not as Described/Defective Goods or Services questionnaire will be updated to obtain specific details in what was overed vs. what was defective or not as described.

Prior to the change:

• Please provide details of what was ordered and not as described.

• Please provide a description of what you purchased and how it is damaged or defective.

Effective 25.1:

• Please provide a detailed description of what was ordered and how it did not match the description. Please include all relevant details.

• Please provide a detailed description of what was purchased and how it was damaged or defective. Please include all relevant details.

QPS-11976

Attempt to Resolve - Mapping Dependency

Resolved an issue where the Attempts to Resolve chargeback dependency that was obtained during intake was incorrectly mapped resulting in back office users being required to answer the question before perusing recovery.

Effective immediately, when the Attempt to Resolve details are provided during intake they are properly mapped and do not require a user to manual enter.

QPS-9123

GLB 10583 - New Pre-Arbitration Timeframes

On or after April 12, 2025, the Pre-Arbitration and Arbitration timeframes will be adjusted.

Prior to this change:

• When a user determines to pursue a pre-arbitration, the deadline to process the pre-arbitration is 45 calendar days from second presentment.

• When a user determines to pursue arbitration, the deadline to process the arbitration case is 75 calendar days from a rejected pre-arbitration.

Effective 25.1:

• A pre-arbitration case must be filed within 30-calendar days from the second presentment.

• An arbitration case must be filed within 15-calendar days from the acquirer rejecting financial responsibility for the pre-arbitration presentment.

QPS-11641

GLB 10698- Transaction Did Not Complete

On or after April 12, 2025, chargeback reason code 4853 (Transaction Did Not Complete) is no longer eligible for face-to-face card-read transactions (not key entered). Users will still be able to proceed with the following recovery reasons:

• Refund Not Processed

• Cardholder Debited More than Once

QPS-11966

GLB 10696 - Expiration of Chargeback Protection

On or after April 12, 2025 a new conditions to determine the “Expiration of Chargeback Protection Period" when disputing an Authorization related chargeback will be added.

QPS-11975

Paypass Ineligibility

Effective immediately, when a Mastercard transaction in dispute has a Paypass Eligibility value of i, the dispute will be ineligible for Mastercard Reason Code 4837.

QPS-11987