Filing an appeal and processing its ruling

This video shows you how to file an appeal and process its ruling in Visa dispute Cases.

Consider the following business scenario: as an Issuer, U+ Bank, a retail bank, processes several Visa dispute Cases in different dispute categories. For example, a U+ bank back-office agent is processing Visa Dispute Cases in the back-office Portal. Visa has already passed its ruling in one of the fraud dispute cases that the back-office portal Agent was handling. Visa gave its ruling decision in favor of the Issuer and held the Acquirer liable. Because the Acquirer is the liable party, the Acquirer can file an appeal. The Issuer back-office Portal agent monitors the appeal and appeal ruling Stages filed by the Acquirer in the fraud dispute.

The back-office agent does this by first logging into the back-office Portal to handle the Visa dispute Cases. He opens the fraud dispute that he intends to monitor. He sees that the after the arbitration ruling, the Acquirer has not raised an appeal yet. If the Acquirer doesn't raise an appeal within 60 days, the dispute Case auto resolves itself. As such, the status of the Case Assignment is Awaiting Appeal By Acquirer. The Acquirer files an appeal to Visa against the arbitration ruling.

Pega Smart Dispute's batch queue processors periodically check and fetch the responses from the Visa and put them into its databases. A job scheduler then goes through each response and moves the respective dispute Case to their next Case Assignment state, based on the Acquirer's action.

Because the Acquirer has filed an appeal, the Case Assignment moves to Awaiting Appeal Acknowledgement. In response, Visa can acknowledge the appeal or reject the appeal. In this scenario, Visa acknowledges it.

Pega Smart Dispute's batch queue processors periodically check and fetch the responses from the Visa and put them into its databases. A job scheduler then goes through each response and moves the respective dispute Case to their next Case Assignment state, based on the response received from Visa.

Because, Visa has acknowledged the Arbitration, the Case Assignment moves to Awaiting Appeal ruling. After thoroughly looking into the appeal, Visa gives its ruling on the appeal. In this scenario, Visa again gives the ruling in favor of the Issuer.

Pega Smart Dispute's batch queue processors periodically check and fetch the responses from the Visa and put them into its databases. A job scheduler then goes through each response and moves the respective dispute Case to their next Case Assignment state, based on the response received from Visa.

Because Visa has given its appeal ruling decision in favor of the Issuer, the liable party is Acquirer. This ruling decision is final, and the system resolves the dispute Case as RESOLVED-ACQUIRERLIABLE.

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

• How an appeal is filed and how the appeal ruling is processed in Visa Dispute Cases.