Chargeback Dispute

The Chargeback Dispute module provides comprehensive dispute management capabilities, including case tracking, chargeback processing, representment handling, and direct integration with Mastercard and Visa dispute resolution systems.

Case Management

Case Lifecycle

Case Lifecycle
├─ Case Creation
│   ├─ Customer Complaint
│   ├─ Fraud Alert
│   └─ Network Notification
├─ Investigation
│   ├─ Transaction Review
│   ├─ Evidence Collection
│   └─ Decision Making
├─ Action
│   ├─ Chargeback Initiation
│   ├─ Representment
│   └─ Arbitration
└─ Resolution
    ├─ Case Closure
    ├─ Customer Credit
    └─ Accounting Update

Case Types

Type	Description
Fraud	Unauthorized transaction claims
Consumer Dispute	Cardholder service issues
Processing Error	Duplicate, incorrect amount
Authorization	No authorization obtained
Point of Interaction	Card present/not present issues

Case Status Flow

Status	Description
New	Newly created case
Under Investigation	Being analyzed
Pending Evidence	Awaiting documentation
Chargeback Sent	Submitted to network
Representment Received	Merchant response received
Pre-Arbitration	Escalation stage
Arbitration	Final network decision
Closed - Won	Resolved in favor
Closed - Lost	Resolved against
Closed - Expired	Time limit exceeded

Case Assignment

• Automatic queue assignment
• Skill-based routing
• Workload balancing
• Manual reassignment
• Escalation rules

Evidence Management

Document Type	Purpose
Transaction Receipt	Proof of purchase
Delivery Confirmation	Goods received
Customer Communication	Complaint history
Authorization Log	Auth evidence
3D Secure Results	Authentication proof
Fraud Investigation	Internal analysis

Creating a Chargeback

Chargeback Initiation

1. Case Review: Validate dispute eligibility
2. Reason Code Selection: Choose appropriate code
3. Documentation: Attach supporting evidence
4. Amount Calculation: Determine chargeback amount
5. Submission: Send to network

Reason Code Categories

Category	Examples
Fraud	Counterfeit, lost/stolen, card not present fraud
Authorization	No authorization, declined authorization
Point of Interaction	EMV liability, CAT/unattended terminal
Cardholder Disputes	Merchandise/services issues
Processing Errors	Duplicate, incorrect amount, late presentment

Chargeback Amounts

Component	Calculation
Transaction Amount	Original or partial
Currency Conversion	Network rates
Fees	Chargeback fees applicable
Interest	Accrued interest (if applicable)

Representment Handling

When merchant challenges chargeback: 1. Receive representment file 2. Review merchant evidence 3. Accept or escalate decision 4. Pre-arbitration submission (if applicable) 5. Case resolution

Mastercom API Integration Screens

Mastercom Features

Direct integration with Mastercard's Mastercom system:

Function	Description
Retrieve Cases	Pull open disputes
Submit Chargebacks	Send first chargeback
Submit Representments	Respond to chargebacks
Pre-Arbitration	Escalation filing
Arbitration	Final filing
Case Status	Real-time status updates

Mastercom Workflow

Mastercom Integration
├─ Inbound
│   ├─ First Presentment Disputes
│   ├─ Representments
│   ├─ Pre-Arbitration Cases
│   └─ Arbitration Rulings
└─ Outbound
    ├─ Chargeback Submission
    ├─ Representment Response
    ├─ Pre-Arbitration Filing
    └─ Arbitration Request

Mastercom Screens

Screen	Function
Case Queue	View pending Mastercom cases
Case Detail	Full case information
Submit Chargeback	Initiate via API
Representment Review	Analyze merchant response
Document Upload	Attach evidence
Status Tracker	Monitor case progress

Visa VROL API Integration Screens

VROL Features

Direct integration with Visa Resolve Online:

Function	Description
Dispute Initiation	Start dispute process
Case Retrieval	Pull pending cases
Response Submission	Reply to disputes
Document Management	Evidence handling
Status Updates	Real-time tracking

VROL Workflow

VROL Integration
├─ Inbound
│   ├─ Dispute Notifications
│   ├─ Acquirer Responses
│   ├─ Pre-Arbitration
│   └─ Arbitration Results
└─ Outbound
    ├─ Dispute Filing
    ├─ Issuer Response
    ├─ Pre-Arbitration Request
    └─ Arbitration Submission

VROL Screens

Screen	Function
VROL Dashboard	Overview of Visa disputes
Case Management	Individual case handling
Dispute Creation	New dispute via VROL
Response Queue	Pending responses
Document Center	Evidence management
Reporting	VROL-specific reports

Time Tracking

SLA Management

Stage	Typical Timeline
First Chargeback	120 days from transaction
Representment Response	45 days from chargeback
Pre-Arbitration	45 days from representment
Arbitration Filing	45 days from pre-arb

Time Tracking Features

• Automatic deadline calculation
• Days remaining countdown
• Alert thresholds configuration
• Escalation on approaching deadline
• Missed SLA reporting

Alerts and Notifications

Alert Type	Trigger
Warning	7 days before deadline
Urgent	3 days before deadline
Critical	1 day before deadline
Missed	Deadline passed

Dispute Module Services

API Services

Service	Function
Create Case	Open new dispute case
Update Case	Modify case details
Submit Chargeback	Initiate chargeback
Retrieve Status	Get case status
Upload Document	Attach evidence
Close Case	Finalize dispute

Reporting Services

Report	Description
Dispute Summary	Overview by status
Aging Report	Cases by age bucket
Win/Loss Analysis	Resolution statistics
Reason Code Analysis	Disputes by reason
Financial Impact	Monetary summary
SLA Compliance	Deadline adherence