Filing a pre-arbitration and handling the response

This video shows you how to file a pre-arbitration and handle its response in a Mastercard dispute Case.

Consider the following business scenario: As an issuer, U+ Bank, a retail bank, processes several Mastercard dispute Cases. For example, a U+ Bank back-office agent is processing a Mastercard Dispute Case, and this Case is waiting for his actions to move forward in the Mastercard dispute processing. He handles the pre-arbitration and its response Stages in the dispute Case.

The back-office agent first logs in to the back-office Portal to handle the Mastercard dispute  Cases. He opens a dispute Case that awaits his action. The acquirer has filed a representment for this dispute Case, and the back-office agent initiates Pre-Arbitration to process the dispute further.

To initiate the pre-arbitration, in the Arbitration Stage, in the Initiate Pre-Arbitration-Questionnaire Assignment, click Go.

Review the prepopulated text fields in the Questionnaire View.

In the Pre-arbitration reason list, select the reason. For example, Cardholder reasserts their claim.

In the Describe the reason for Pre-Arbitration in detail text box, enter the details. For example, Video streaming quality was bad, and representment didn't address the cardholder's concern.

Click Next.

The system submits the issuer's Pre-Arbitration to Mastercard, which then forwards it to the acquirer for a response.The Case Assignment moves to the Awaiting Pre-Arbitration response Assignment. Batch queue processors in Smart Dispute periodically check and fetch responses from Mastercard, and then store them in their databases. A job scheduler then processes each response and maps it to the respective dispute Case in the application. The Case Assignment then moves to the Review Pre-Arbitration response state for the issuer to review the acquirer's response.

To review the Pre-Arbitration response, on the Arbitration tab, in the Review Pre-Arbitration response Assignment, click Go.

In the Review Pre-Arbitration response View, review the acquirer's response. The acquirer declined the Pre-Arbitration. The issuer initiates Arbitration to process the dispute further.

In Select appropriate action section, select Initiate Arbitration, and then click Submit.

You have reached the end of this video. You have learned:

• How to file pre-arbitration and how the response is handled in a Mastercard dispute Case.