Filing an arbitration and processing its ruling

This video shows you how to file an arbitration and process its ruling in Visa fraud and consumer 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. A fraud dispute case and a consumer dispute case are waiting for his actions to move ahead in the Visa Dispute Processing. He handles the arbitration and its ruling Stages in both fraud and consumer disputes.

The back-office agent does this by first logging into the back-office Portal to handle the Visa dispute Cases. He opens a fraud dispute that awaits his action. Because this is a fraud dispute, it is handled through Allocation. He sees that the Acquirer has submitted an Arbitration to their earlier Pre-Arbitration response. The Arbitration is now with Visa for its acknowledgement. As such, the status of the Case Assignment is Awaiting Arbitration acknowledgement. In response, Visa can acknowledge the Arbitration or reject the Arbitration. 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 Arbitration ruling from Visa. After thoroughly looking into the dispute, Visa gives its ruling on the dispute. In this scenario, Visa 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 ruling decision in favor of the Issuer, the liable party, the Acquirer has the option of filing an appeal against the ruling. As such the Case Assignment moves to Awaiting Appeal by the Acquirer.

The back-office agent then opens the consumer dispute Case that awaits his action. Because this is a consumer dispute, it is handled through Collaboration. The Pre-Arbitration was declined by the Acquirer. The back-office agent initiates Arbitration to process the dispute Case further.

In the Initiate Arbitration view, you can see that the outstanding dispute amount is USD 400.

In the Reason for initiating Arbitration, enter Cardholder is not satisfied with Acquirer's response.

In the Notes textbox, you can optionally enter any relevant notes.

In the Supporting documents section, click the +Add Visa supporting documents link to add the relevant supporting documents. Adding supporting documents is not mandatory.

Click Submit.

This Arbitration is now submitted to Visa for its acknowledgement. As such, the status of the Case Assignment is Awaiting Arbitration acknowledgement. In response, Visa can acknowledge the Arbitration or reject the Arbitration. 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 Arbitration ruling from Visa. After thoroughly looking into the dispute, Visa gives it ruling on the dispute.

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.

The Case Assignment moves to Review Arbitration ruling.

To review the arbitration ruling, in the Arbitration Ruling tab in the Review Arbitration ruling Assignment, click Go.

In the Review Arbitration ruling view, the Issuer reviews the Visa's ruling. Visa has given its ruling decision in favor of the Acquirer. The liable party is the Issuer. The Issuer liable amount is USD 400.00 and the Acquirer liable amount is. USD 0.00. The Issuer now processes the Arbitration ruling.

In the Accept liability section, in the Write-off amount text field enter USD 200.00.

In the Customer liability text field enter USD 200.00.

The Total text field auto populates as USD 400.00

In the Reason for making the customer as liable list, select Merchant Credit Provided.

In the Comments textbox, you can optionally enter some relevant comments.

Click Submit.

The Case Assignment moves to Awaiting provisional credit reversal and the system resolves the Case when the provisional credit is reversed.

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

• How an arbitration is filed and how the arbitration ruling is processed in Visa fraud and consumer dispute Cases.