Response Received
This primary flow action prompts the user to record the response received from the acquirer. When Mastercom is enabled, a user should not process this assignment.
If the response is "Accepted", Pre-arbitration accounting is executed and the dispute is resolved as paid.
If the response is "Declined", the Pre-Arbitration Response Review flow is executed.
Response Received via System
This flow action is only available to the system and is used to resume the flow when a response is received in queue via Mastercom. The system will retrieve the details from the Mastercom service and record the response.
If the response is "Accepted", Pre-arbitration accounting is executed and the dispute is resolved as paid.
If the response is "Declined", the Pre-Arbitration Response Review flow is executed.
If an unsupported response is received from the Mastercom system, an Arbitration Response Failed assignment is generated and prompts a user to review the details and record a supported response.
Escalate
This optional flow action is available via the Other Actions menu and allows the user to escalate the case to arbitration without receiving a pre-arbitration response. When this action is executed, the MC Case Update flow is called to facilitate the process.
Withdraw Case
This optional flow action is available via the Other Actions menu and allows the user to withdraw the case before receiving a pre-arbitration response. This will assume full liability on behalf of the issuer for any Remaining Recovery Amount. When this action is executed, the MC Case Update flow is called to facilitate the process.
No Response Received
This optional flow action is available via the Other Actions menu and will simulate the response time-frame expiring. The system will automatically execute this flow action when SLA deadline is reached. When executed, it is assumed that the pre-arbitration request is declined and the Pre-Arbitration Response Review flow is executed.
