Review chargeback response and decide on pre-arbitration or arbitration

  • Freigeben Version: Australia
  • Aktualisiert 12. März 2026
  • 5 Minuten Lesedauer

    • Review second presentment for the chargeback and initiate pre-arbitration or arbitration, as required for the dispute workflow of the Chargeback stage. For Mastercard transaction chargeback, you can skip raising the pre-arbitration and directly raise the arbitration request.

    Vorbereitungen

    Role required: sn_bom_credit_card.dispute_agent or sn_bom_credit_card.dispute_agent_connector.

    Wichtig:
    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.

    Warum und wann dieser Vorgang ausgeführt wird

    This task becomes active when the merchant proceeds with a second presentment after the collaboration step is not successful. The following outcomes are possible:
    • Mark as Resolved: Review the second presentment, mark it as Resolved, and close the chargeback. The transaction moves to Financial adjustments 1.
    • Mark as Unresolved: If the second presentment is Unresolved and the cardholder decides not to proceed further with the chargeback, the transaction moves to Financial adjustments 2.
    • Escalate to pre-arbitration or arbitration: If the second presentment is Unresolved and the cardholder decides to proceed with the chargeback, then create a pre-arbitration or arbitration.
      • If the merchant responds, the task progresses to the next stage.
      • If the merchant doesn't respond within the specified time frame, a response from Mastercard displays on your Landing page and according to which you can manually take an action on the disputed transaction.
        Hinweis:
        You can access this response from your Landing Page > Acquirer deadline expired tasks. For more information, see Dispute agent workspace

    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.

    Prozedur

    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 chargeback response and decide on pre-arbitration or arbitration task in Dispute Workspace.
    8. On the form, fill in the required fields and any other related information.
    9. Review the chargeback response and any received documents from the merchant and provide an outcome.
      You can also review the Chargeback reason code and description to review the chargeback reason codes.
      Hinweis:
      In case the merchant is providing documents with the chargeback response, check the Activity section for the document attachment or a download failure message.
    10. If the details of the merchant response aren't retrieved, select Get second presentment details to fetch the chargeback response of the merchant.
    11. Wahlweise: If a download failure message displays in the Activity work notes, select Get acquirer document to fetch the second presentment document of the merchant.
    12. Wahlweise: Select Add file to attach supporting documents to the task.
      Hinweis:
      • You must upload a single .zip file whenever you submit documents to Mastercard.
      • When integrated with Mastercard's Mastercom APIs, the system automatically compresses multiple attachments into a single zip file. It also validates attached files against Mastercard requirements for file type and size, and alerts you when any attachment doesn’t meet Mastercard requirements. For more information, see Mastercard document requirements.
    13. In the Response outcome field, select Resolved or Unresolved.
      SelectionResult
      Unresolved Select Unresolved to indicate that the chargeback is not resolved, the Respond to second presentment drop-down is displayed. Select one of the following options:
      • Yes to respond to the merchant's second presentment. The Response Type drop-down is displayed. Select one of these options.
        • Select Create pre-arbitration to create a pre-arbitration request.
          1. Enter the Pre-arbitration filing amount in the appropriate currency.
          2. Enter the Reason for case filing.
          3. Select Continue and Create pre arbitration.
            Hinweis:
            If an error message is displayed in the Activity work notes, the Create pre arbitration button displays again to retry.
            The Pre arbitration response received drop-down is displayed.
            • If a response is received from the acquirer, then the value is set to Yes. You’ll be redirected to the next task Review pre-arbitration response and escalate to arbitration.
            • If you don’t receive a response from the merchant, then the case goes in the favor of the cardholder and the transaction moves to Financial adjustments 1.

          For Mastercard dispute transaction, you can skip raising the pre-arbitration and directly raise the arbitration request.

        • Select Create arbitration to create an arbitration request.
          1. Enter the Arbitration filing amount in the appropriate currency.
          2. Enter the Reason for case filing.
          3. Select Continue and Create arbitration.
            Hinweis:
            If an error message is displayed in the Activity work notes, the Create arbitration button displays again to retry.
            The Arbitration response received drop-down is displayed.
            • If a response is received from the acquirer, then the value is set to Yes. You’ll be redirected to the next task Review arbitration response.
            • If you don’t receive a response from the merchant, then the case goes in the favor of the cardholder and the transaction moves to Financial adjustments 1.
      • No to end the chargeback, then the transaction moves to the Financial adjustments 2. The task is then marked as Complete.
      Resolved Accept the chargeback response and resolve the dispute. The transaction moves to Financial adjustments 1.
      When you select the pre-arbitration or arbitration, the Chargeback reason code and description field becomes editable enabling you to modify the reason code.
      Hinweis:
      In case of integration with Mastercard's Mastercom APIs, if the task state is Document Upload Pending after you select Create pre arbitration or Create arbitration, then the attached document isn't uploaded to Mastercard.
    14. Wahlweise: To reupload the document, delete and replace your attachment with one that meets Mastercard's requirements, then select Upload document.
      For more information, see Mastercard document requirements.
    15. Wahlweise: If you want to stop and withdraw the case for any reason, such as you've selected a wrong option, select Withdraw case.
      The task is marked as Closed Complete and a new Review chargeback response and decide on pre-arbitration or arbitration task is automatically generated.
      Hinweis:
      This action is available only in case of integration with Mastercard's Mastercom APIs.

    Nächste Maßnahme

    Based on the option the dispute agent selects, the response received field changes accordingly.
    • Pre-arbitration - When a response is received from the merchant for the pre-arbitration, the Pre arbitration response received value is marked as Yes. You’ll be redirected to the next task Review pre-arbitration response and escalate to arbitration. If you don’t receive a response from the merchant, then the appropriate task is displayed based on the policy.
    • Arbitration - When a response is received from the merchant, the Arbitration response received value is marked as Yes. You’ll be redirected to the next task Review arbitration response. If you don’t receive a response from the merchant, then the appropriate task is displayed based on the policy.