Filing an arbitration and processing the ruling

This video shows you how to file an arbitration and process its ruling 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 working on a Mastercard dispute Case, and this Case is awaiting action so that the Mastercard dispute processing can continue. The agent handles the 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 declined the pre-arbitration filed by the issuer. The back-office agent initiates an arbitration to process the dispute further.

To initiate the arbitration, in the Arbitration Stage, in the Initiate Arbitration Assignment, click Go.

Review the prepopulated text fields in the Initiate Arbitration View.

In the Describe Arbitration reason in detail text box, enter the details. For example, Unhappy with the pre-arbitration response.

Click Submit.

The issuer's arbitration is submitted to Mastercard, which is then forwarded to the acquirer for response. If the acquirer declines or fails to respond to the arbitration, the case moves to Mastercard for ruling. Here, the acquirer declined the arbitration. The Case Assignment moves to Awaiting Arbitration ruling. Batch queue processors in Pega Smart Dispute regularly retrieve responses from Mastercard, and then store them in their databases. A job scheduler then goes through each response and maps it to the respective dispute Case in the application.

The Case moves to Resolved state based on the ruling decision. In this example, the arbitration ruling favors the issuer. The Case Status is Resolved-Acquirerliable.

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

• How filing arbitration works in Pega Smart Dispute how the system processes it in a Mastercard dispute Case.