Filing a chargeback and handling its response

This video shows you how to file a chargeback and handle its representment in a Mastercard dispute Case.

U+ Bank, a retail bank, offers several credit cards to its customers. One customer, Amelia Davis, owns a Mastercard credit card from U+ Bank. Consider the following business scenario: Amelia Davis calls the customer service line at U+ Bank to file a chargeback on a payment made to purchase some video streaming services. The customer service representative (CSR) at U+ Bank answers the call and raises a chargeback for Amelia in the Interaction Portal. Later, the back-office agent handles the representment response from the back-office Portal.

To demonstrate this business scenario, a CSR logs in to the Interaction Portal to handle inquiries. Amelia Davis calls U+ Bank to dispute a payment made with her credit card to purchase services. The CSR answers the call and asks Amelia how he can help her today. After Amelia explains her concerns, the CSR launches the Initiate Mastercard Dispute Service Case, and then submits it.

The system creates the dispute Case for the U+ Bank back-office Portal to handle. A back-office agent logs in to the back-office Portal and opens the dispute Case raised by Amelia. The chargeback was already submitted to Mastercard earlier, when the CSR submitted the Initiate Mastercard Dispute Service Case in the Interaction Portal. The system forwards the Case to the acquirer for a response. As a result, the status of the Case Assignment is Awaiting Acquirer response.

The acquirer responds to the chargeback and sends its representment back to Mastercard. Batch queue processors in Pega Smart Dispute periodically check and fetch responses from Mastercard, 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 Assignment then moves to the Review Inbound Representment state for the issuer to review the acquirer's chargeback response.

To do that yourself, in the Dispute Submission Stage, in the Review Inbound Representment Assignment, click Go.

In the Review Inbound Representment View, the issuer reviews the acquirer's representment and responds to the representment.

In the Are you changing the chargeback reason section, select No.

In the Select appropriate action section, select Accept partial liability and/or initiate Pre-Arbitration.

In the Pre-Arbitration amount text field, enter USD 1700.00.

Click Submit.

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

• How to file a chargeback and how to handle its representment in a Mastercard dispute Case.