Dispute decision tables

  • Release version: Xanadu
  • Updated September 20, 2024
  • 1 minute to read

    • Decision tables in Dispute Management provide decision logic for card dispute processing.

    The following table lists the decision tables used in Dispute Management.
    Note:
    The rules shown here are provided as example rules. Review and configure to reflect your own processing policy.
    Table 1. Dispute Management Decision Tables
    Decision table Description
    Card dispute rules for internal policy  Determines the appropriate financial action based on the details of a dispute case. The results can be: 
    • Issue provisional credit
    • Immediate final credit
    • Deny dispute
    • No credit
    Note:
    Users can extend the out-of-the-box rules based on their own policies.
    Determine chargeback dispute reason code  Determines the chargeback reason code for Visa disputes based on the case categorization and the responses to the following questions:
    • What is incorrect about this transaction? 
    • This dispute is due to?
    Determine Mastercard chargeback dispute reason code message Determines the chargeback reason code for Mastercard disputes.
    Determine chargeback subflow by card network Determines whether to update the chargeback dispute reason code or not if the Card network is Visa.
    Determine dispute category  Determines the Dispute Case category based on the responses to the following questions: 
    • Do you recognize the merchant and the purchase? 
    • Did you provide authorization for the transaction? 
    • What is the issue that you are experiencing? 
    Determine questionnaire table and view  Used to determine the Dispute Case questionnaire based on Card network and Category .
    Reg E resolution days  Determines the Reg E resolution days for a Case based on transaction type and country. The default duration is set to 45 days.