Review Second Chargeback
- Kristafanie Somers
Description | This assignment prompts the user to review the chargeback response and determine next steps. |
SLA | 30 Days |
Assignment Group | Later Lifecycle Recovery |
Overview
The Review Second Chargeback assignment is generated when a 2nd Chargeback response is received from the Acquirer. This assignment prompts an agent to review the Acquirer's response and determine what action to take next.
How-To
Step 1: Click the Review Chargeback Response button.
Step 2: Click the Dispute Details row.
Step 3: Review the Acquirer's response (Acquirer Response, information in the Notes box, and any documents that have been provided).
To accept liability and make a final decision on the dispute, select Accept under Issuer Action.
Step 4A: To pay the disputed transaction, select Write Off.
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.
Click the Apply button.
Click the Process Actions button.
Step 4B: To deny the disputed transaction, select Deny Dispute.
Choose a deny reason from the Reason for Denial drop-down.
Complete any fields required to be completed based on the denial reason.
If a fraud claim, select a response to Do you suspect first-party fraud?
Optional: You can copy/paste your response to "What is your reason for not accepting full liability?" in the Deny Comments which will post a deny note in the Notes hub.
Click the Apply button.
Click the Process Actions button.
Step 4C: To accept partial liability (pursue arbitration on the amount not accepted), select Accepted Partial under Issuer Action.
Enter the amount that will be pursued in arbitration in the “What is the amount being pursued?” field.
Explain your reasoning in the “What is your reason for not accepting liability?” freeform box.
Select either Write Off or Deny Dispute for the amount not being pursued under “What action will be taken for the remaining amount?”
To pay the disputed transaction, select Write Off.
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.
Click the Apply button.
Click the Process Actions button.
To deny the disputed transaction, select Deny Dispute.
Choose a deny reason from the Reason for Denial drop-down.
Complete any fields required to be completed based on the denial reason.
Optional: You can enter any additional information in the Notes freeform box.
Click the Apply button.
Click the Process Actions button.
Step 4D: To decline liability (pursue arbitration), select Decline under Issuer Action.
Explain your reasoning in the “What is your reason for not accepting liability?” freeform box.
Optional: You can enter any additional information in the Notes freeform box.
Click the Apply button.
Click the Process Actions button.