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Review Representment Assignment

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Description

When the Mastercard Representment flow is executed and the pre-condition evaluates to "Review", this assignment is generated and prompts the user to review the representment submitted by the merchant.  

Details

Review Representment

This primary flow action displays the dispute 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 one of the options below.

Arbitration Chargeback

Reason

The user is prompted to provide a reason for filing an arbitration chargeback and select a reason code.

Dispute Resolution Form

If selected, the system will generate a new dispute resolution form to be included with the chargeback.  For more information about the form, see Mastercard Dispute.

Message Text

Mastercard requires message text in certain scenarios.  A user may provide the required message text here.  Note:  Message text is limited to 100 characters.

Documentation

To include documentation, use the "Include document(s)" link near the upper-right corner of the screen.

Pre-Arbitration

Pre-arbitration is the primary recovery option available at this stage.  However, some chargeback reasons can be escalated to arbitration without filing pre-arbitration first.  For more information, see Pre-Arbitration.

Accept Representment

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


SLA

Goal: 5 days; Urgency +5

Deadline: 40 Days; Urgency +5

Work QueueReviewRepresentment
Work Group


StageAnalyze
NodeDisposition


The Review Representment assignment is generated when a representment is submitted by the Acquirer that requires a manual review. This assignment is only for Mastercard disputed transactions. 


How to complete the Review Representment assignment

  1. Review the representment documentation in the Attachments section in the Case Assets. 

  2. Click the Review Representment button.

     Click here to see the expanded assignment...


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. 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.
    4. Click the Apply button.
    5. 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 pre-arbitration in the freeform box under "Why are you initiating pre-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 pre-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 pre-arbitration in the freeform box under "Why are you initiating pre-arbitration?" (You can copy/paste your response to "What is your reason for not accepting full liability?")
  3. Respond to "Send Representment Response Communication?" with Yes or No according to your firm's protocol.
  4. Optional: You can enter any additional information in the Notes freeform box.
  5. Click the Apply button.
  6. Click the Process Actions button.


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