Review arbitration response

  • Release version: Australia
  • Updated March 12, 2026
  • 2 minutes to read

    • Review the arbitration response received from Mastercard and proceed to resolve the dispute. This step occurs in the Mastercard dispute process when you’ve escalated from pre‑arbitration to arbitration or skipped pre‑arbitration and moved directly into arbitration.

    Before you begin

    Role required: sn_bom_credit_card.dispute_agent or sn_bom_credit_card.dispute_agent_connector.

    Important:
    For the agent connector role to work, it must be combined with one of the CSM industry data model roles. For more information, see Roles and Personas.

    About this task

    This task displays during one of the possibilities in the chargeback stage:
    • An arbitration request is submitted after a pre-arbitration.
    • Arbitration is initiated directly, skipping pre-arbitration.
    Review the ruling from Mastercard and choose whether to resolve the dispute or take further action.

    If Card Data Security is installed and configured, Attachments in the contextual side panel will handle files differently in transaction records. For more information, see Manage attachments in Card Data Security.

    Procedure

    1. Navigate to All > Financial Services Operations > Workspace.
    2. Select the lists icon (lists icon).
    3. In the Lists tab under Card disputes service cases, open the case list.
      • For your assigned cases, select Assigned to me.
      • For all dispute cases, select All.
    4. In the list, select which case you want to work on.
      If you want to work on a case that isn't assigned to you yet, you can assign it to yourself by selecting Assign to me.
    5. Select the Playbook tab.
    6. In the Processing tab, select the transaction ID.
    7. Select the Review arbitration response task in Dispute Workspace.
    8. On the form, fill in the required fields and any other related information.
    9. If the Dispute response isn't retrieved, select Get arbitration response to fetch Mastercard response.
      Note:
      In case Mastercard is providing documents with the arbitration response, check the Activity section for the document attachment or a download failure message.
    10. Optional: If a download failure message is displayed in the Activity work notes, select Get acquirer document to fetch the arbitration response document from Mastercard.
    11. In the Response outcome field, select one of the following options.
      SelectionResult
      Unresolved Select this option if you are not happy with the arbitration response from Mastercard.

      The next task is displayed based on Financial adjustments 2.

      For more information about Financial adjustments, see About Financial adjustments in Mastercard disputes.
      Resolved Select this option if you’re satisfied with the arbitration response and close the dispute. The transaction moves to Financial adjustments 1.
    12. Optional: Select Add file to attach supporting documents to the task.
      Note:
      You must upload a single .zip file whenever you submit documents to Mastercard. For more information, see Mastercard document requirements.

    What to do next

    The task is marked to closure.