Smart Disputes: MasterCard Document Requirements when Reasserting a Chargeback (post Representment)

General
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1

MasterCard Chargeback Manual outlines requirements for supporting document(see attachment) when reasserting a chargeback after Representment.

We are finding different actions within Smart Disputes when reasserting a chargeback depending on the original chargeback Condition Code under Reason Code 4853.

  1. CC = 1 - Goods or Services were either Not as Described or Defective
  • When a case was reasserted no EBDR form was generated (and no supporting documents were manually attached)
  • The case was ultimately rejected by MC due to no supporting documentation
  1. CC = 2 - Goods and Services Not Provided
  • When a case was reasserted an EBDR form was generated and attached by SD

Please clarify how SD is handling the different reassert case scenarios based on condition code and reason code. At a minimum, should an EBDR form be generated for all reassert scenarios?

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2

Hi @kumas10 , please review and provide your input.

Thanks,

Jamie

3

@JamieSchuman when logging new product questions please try to use the Product name of the Framework as this helps direct questions to our SME’s.

@kumas10 I have tagged you so that the notifications bell against ‘Smart Disputes’ capability will hopefully alert you to this forum question.

4

Hello Jamie ,

Thanks for posting this query .

Reasserting means we are assuming you are raising Pre-Arb for the represntment . In the Intiate Pre-Arb Screen Comparing both the scenarios please answer below questions .

1)Did you select -“Change the reason code”? YES/NO

2)If Yes- What is the Arbitration reason you have selected .

There are some many factors for a EBDR to be generated are not .

And we would like to take this INC .Please raise this as an INC for further communication /Queries on this .

Thanks,

PegaTeam.

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5

@JamieSchuman please can you confirm if you logged a support ticket for this?

Can you confirm that support ticket INC-B4049 (Smart Disputes:Report to Safe - non-Chargeback Fraud Transaction) is dealing with your questions?

Please provide the final analysis and solution in a reply here so that we can track the conclusion in this post.

6

Hi @MarijeSchillern,

Support ticket INC-B1438 was opened by one of my colleagues.

INC-B4049 (Smart Disputes: Report to Safe - non-Chargeback Fraud Transaction) does not address this issue.

7

@JamieSchuman INC-B1438 has been investigated and closed with the following findings on the ReqNewEBDRAtPreARb property-

The value for this is set in the following decision table :PopulatePreArbCommentsForArbReason for the RC4853 and Condition codes as 2 and 9 and when there is no change in the reason code at the PreArb stage. In this scenario, the value for ReqNewEBDRAtPreARb is set as true for the above-mentioned reason codes. And based on the value for ReqNewEBDRAtPreARb as true, the EBDR is generated.

Regarding code 13 - “Credit Posted as a Purchase”. For this condition code, as per business requirement, there is no outbound documents (EBDR1221) that are required to be generated.

Incident primary reason description:

Bhagyesh was able to test with ReqNewEBDRAtPreARb and this was able to get the EBDR forms attached.

Solution description:

This was a question regarding how certain condition codes work with regard to attaching EBDR formrs. The SME was able to provide the ReqNewEBDRAtPreARb property which worked for attached EBDR for the other CCs that did not appear to initially attach these.