Processing a Mastercard dispute

You can view all the transactions of the dispute in the Processing stage of the playbook. This stage provides transaction information such as dispute amount, transaction date and time, merchant name, transaction state, current activity, and activity SLA.

After a dispute case is submitted, each disputed transaction is displayed in a Dispute Workspace. The dispute transaction progresses through these stages: Investigate, Chargeback, and Closure. As the dispute proceeds, the appropriate stage is updated accordingly. To open a transaction in the Dispute Workspace, select the transaction number.

• Each transaction progresses through a series of steps, during which a corresponding sequence of tasks is generated. The tasks are displayed in Tasks.
• The Open tab displays the tasks open along with the SLA and State.
• The Short description provides a preview of the task. Select the task to view its details.
• The Closed tab displays all the tasks that have been closed.
• The activity stream for the transaction is displayed below the task.
• The dispute transaction and financial transaction details are displayed in Disputed transaction details and Financial transaction details widget.

• The Attachments displays files attached to the case. If Card Data Security is installed and configured, Attachments in the contextual side panel will handle files differently in transaction records. For more information, see Manage attachments in Card Data Security.

• About Financial adjustments in Mastercard disputes
  Financial adjustments are tasks or activities displayed based on the policy of the transaction. In Mastercard, there are two types of financial adjustments: Financial adjustments 1 and Financial adjustments 2.

• Chargeback in Mastercard transaction disputes
  After a chargeback is initiated, the chargeback request is sent to Mastercard, which alerts the merchant. Mastercard requests collaboration from merchants, who either provide a voucher, refund, or First-Party Trust evidence as response. If the merchant doesn’t respond, the process escalates to formal chargeback procedures.

Parent Topic:Managing disputes integrated with Mastercard