Visa Dispute in Smart Disputes Application

General
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Hello, is there any Visa Disputes expert over here?. I have a question I can´t find an answer over the documentation (maybe it is a Visa internal processing, not something in Pega Smart Disputes but I wanted to ask anyway).

We have a Visa Dispute on the Application, it followed all the stages and submitted the Dispute Questionnaire with one document attached, Smart Disputes got a successful response from VCR, however, when you see the Visa case in the Visa Portal, the document was detected as malicious and the Dispute remains “on hold”. Smart Disputes did not receive any notification from Visa about it. I am thinking we should have received something from the Reject batch queue in Visa, but we did not get anything on the queue tables from Smart Disputes (none of them). Both cases in Smart Disputes and Visa Case Number are on hold and waiting a response, so the SLA in Pega expires and resolve the case.

Has anyone here faced something similar?

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Hi @Gil_BC,

The process is available in Visa ROLRTSIDev Guide published by Visa in the RTSI package published by Visa. You can refer to the section “Visa Secure File Scanning Process in VROL”.

Visa system scans the documents for any suspicious content and any such files are blocked. However such cases are placed in Document Restoration Queue which is only available on UI and not in RTSI. So there is no integration provided to retrieve such cases but to rely on Visa UI to identify such cases.

Regards,

Rakesh

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@varmr Thank you so much, great information. I will try to find that documentation and check.