Allocation dispute workflow

  • Release version: Yokohama
  • Updated February 28, 2025
  • 1 minute to read

    • In the allocation workflow, dispute agents work to resolve fraud and authorization disputes. Acquirers can choose to initiate pre-arbitration and arbitration, and issuers can respond.

    The transaction playbook helps dispute agents in handling Fraud and Authorization within the Visa allocation workflow. The playbook includes key activities such as initiating chargebacks, reviewing dispute responses, and managing pre-arbitration and arbitration tasks. The following table outlines the activities in this process.

    Activity Description
    Initiate chargeback and fill merchant response Chargeback process to submit the dispute questionnaire to Visa.
    Review and respond to a pre-arbitration request
    1. After the batch queue is triggered, the incoming pre-arbitration is reviewed and moves the transaction to the appropriate state. For more information on how to configure the batch queue, see Configure the Visa Queue Scheduler Flow
    2. Review and respond to pre-arbitration details.
    Review a case filing response and appeal the decision
    1. After the batch queue is triggered, receives an update about incoming arbitration.
    2. Review the arbitration and wait for the decision.
    3. When the batch queue is triggered again, receives an update about decision from Visa.
    4. Based on ruling from Visa, decide to go for an appeal.
    Note:
    An appeal can be created by either the acquirer or issuer.
    Review the case filing appeal
    1. After the batch queue is triggered, receives an update on the appeal and moves the transaction to the appropriate state.
    2. Review the appeal decision letter and decide if the dispute should be resolved or further action is needed.
    Convert provisional credit to final credit Conversion of provisional credit to final credit, if applicable and close the task.
    Reverse provisional credit Reversal of the provisional credit only for Imediate Provisional Credit, provided Reverse is selected in the previous task, and then close the task.