Investigate Mastercard dispute
The Investigate stage displays the dispute tasks related to investigating the Mastercard transaction.
The Investigate stage of the disputed transaction includes the following tasks:
| Task | Description |
|---|---|
| Report fraud to card network | Used to report fraud to the card network. This task is displayed when the dispute category is Fraud. |
| Make a decision on chargeback, write off, or transaction denial | Task for a recovery option and choose whether to pursue chargeback for a transaction. |
| Alert merchant regarding dispute | Task to review merchant response regarding the dispute. The merchant can choose to resolve the disputed transaction or decline to resolve the dispute. |
| Investigate the dispute | Task to investigate the transaction and decide whether to pursue chargeback or end the life cycle for the transaction. |
| Task | Description |
|---|---|
| Issue provisional credit | Task to provide provisional credit for transaction that qualifies for Immediate provisional credit. |
| Provide final credit to customer | Task to issue final credit if the policy is Immediate final credit for the transaction. |
| Reverse provisional credit | Task to reverse the temporary credit issued by the bank to the card holder. |
| Convert provisional credit to final credit | Task to convert the provisional credit that was issued previously to the cardholder. |
| Issue final credit and write off | Action to issue final credit and write off. If Yes, provide final credit to the cardholder and the dispute life cycle ends. If No, no credit is given and the dispute life cycle ends. |
If the chargeback eligibility rules are evaluated as ineligible and Pursue chargeback is set to Yes, the system triggers an approval request for the dispute manager. The manager reviews the approval task and can select Approve to proceed further or Reject to return to the investigation task. After the manager approves, the dispute agent proceeds with the dispute case.
Parent Topic:Processing a Mastercard dispute