Chargeback › Processing a Mastercard dispute › Resolving disputes with Mastercard › Processing › Use › Dispute Management › Banking applications › Financial Services Operations \(FSO\)

Release: Australia · Updated: 2026-03-12 · Official documentation · View source

Review and respond to collaboration

The merchant responds to the collaboration by either providing a refund, a voucher, or a First-Party Trust evidence. If the collaboration isn’t successful, then the second presentment is awaited.

Before you begin

Role required: sn_bom_credit_card.dispute_agent or sn_bom_credit_card.dispute_agent_connector.

Important: For the agent connector role to work, it must be combined with one of the CSM industry data model roles. For more information, see Roles and Personas.

About this task

In this task, three scenarios are possible: merchant responds to collaboration by either a voucher, a refund or a First-Party Trust evidence.

Voucher:
- If the cardholder accepts the voucher, the dispute ends and the transaction moves to Financial adjustments 1. For more information, see About Financial adjustments in Mastercard disputes.
- If the cardholder rejects the voucher, the process awaits a second presentment from the merchant.
Refund:
- If the cardholder receives and accepts the refund, the dispute ends and the transaction moves to Financial adjustments 1.
- If the refund isn’t received, the agent raises a Second first chargeback and waits for the merchant's second presentment.
First-Party Trust evidence indicating that this is a valid transaction:
- If the cardholder agrees with the provided First-Party Trust evidence, the dispute ends and the transaction moves to Financial adjustments 1.
- If the cardholder disagrees with the provided First-Party Trust evidence, the agent raises a Second first chargeback and waits for the merchant's second presentment.

For the second presentment:

If not received, the case favors the cardholder and the transaction moves to Financial adjustments 1, ending the dispute.
If received, the transaction progresses to the next task Review chargeback response and decide on pre-arbitration or arbitration in the chargeback process.

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.

Procedure

Navigate to All > Financial Services Operations > Workspace.
Select the lists icon (

Image omitted: inline-data-vis-96px-list.png
lists icon\).

In the Lists tab under Card disputes service cases, open the case list.
- For your assigned cases, select Assigned to me.
- For all dispute cases, select All.
- In the list, select which case you want to work on.
If you want to work on a case that isn't assigned to you yet, you can assign it to yourself by selecting Assign to me.
Select the Playbook tab.
In the Processing tab, select the transaction ID.
Select the Review and respond to collaboration task in Dispute Workspace.
On the form, fill in the required fields and any other related information.
Select Add file to attach supporting documents to the task.

Note: You must upload a single .zip file whenever you submit documents to Mastercard. For more information, see Mastercard document requirements.
Select one of the following options from the Merchant's Response to Collaboration drop-down list to specify the merchant's response to the chargeback.

Note: In case of integration with Mastercard's Mastercom APIs, the Merchant's Response to Collaboration drop-down list automatically shows the merchant response and you can't edit it.

Option

Result

Refund

Select this option if a refund is provided by the merchant. The Customer Decision drop-down is displayed. Select one of the following options:

Select Accepted if the cardholder has agreed for the settlement in the form of a refund. The transaction moves to Financial adjustments 1 and the dispute life cycle ends.
Select Denied if the cardholder has denied the refund. Now, the second presentment is awaited from the merchant.
Select Continue.

If you select Denied, the Create second first chargeback option becomes available. Select this option to deny the refund and go for a second first chargeback.

Note: If an error message is displayed in the Activity work notes, the Create second first chargeback button displays again to retry.

The Second presentment from the merchant drop-down is displayed. Select one of these options.

Yes to indicate that a second presentment is received from the merchant.

The Review chargeback response and decide on pre-arbitration or arbitration task displayed.

No if there’s no second presentment from the merchant. The case goes in the favor of the cardholder and the transaction moves to Financial adjustments 1 and the dispute life cycle ends. For more information, see About Financial adjustments in Mastercard disputes.

Voucher

Select this option if a voucher is provided by the merchant. The Customer Decision drop-down is displayed. Select one of these options.

Select Accepted if the cardholder has agreed for the settlement in the form of a voucher.

The Update credit voucher option becomes available. Select this option to accept the credit. The transaction moves to Financial adjustments 1 About Financial adjustments in Mastercard disputes and the dispute life-cycle ends.

Note: If an error message is displayed in the Activity work notes, the Update credit voucher button displays again to retry.

Select Denied to deny the voucher and go for a second presentment chargeback. The Update credit voucher option becomes available. Select this option.

The Second presentment from the merchant drop-down is displayed. Select one of these options.

Select Yes to indicate that a second presentment is received from the merchant.

The Review chargeback response and decide on pre-arbitration or arbitration task displayed.

Select No if there’s no second presentment from the merchant. The case goes in the favor of the cardholder and the transaction moves to Financial adjustments 1 and the dispute life cycle ends.

First-Party Trust

Select this option if the merchant has responded with a First-Party Trust evidence indicating that this is a valid transaction.The Customer Decision drop-down is displayed. Select one of the following options:

Select Accepted if the cardholder accepts the merchant response. The transaction moves to Financial adjustments 1 and the dispute life cycle ends.
Select Denied if the cardholder disagrees with the merchant response. Now, the second presentment is awaited from the merchant.
Select Continue.

If you select Denied, the Create second first chargeback option becomes available. Select this option to go for a second first chargeback.

Note: If an error message is displayed in the Activity work notes, the Create second first chargeback button displays again to retry.

The Second presentment from the merchant drop-down is displayed. Select one of these options.

Yes to indicate that a second presentment is received from the merchant.

The Review chargeback response and decide on pre-arbitration or arbitration task displayed.

No if there’s no second presentment from the merchant. The case goes in the favor of the cardholder and the transaction moves to Financial adjustments 1 and the dispute life cycle ends. For more information, see About Financial adjustments in Mastercard disputes.

**Note:** In case of integration with Mastercard's Mastercom APIs, if the task state changes to Document Upload Pending after you select **Create second first chargeback**, then the attached document is not uploaded to Mastercard.

To reupload the document, delete and replace your attachment with one that meets Mastercard's requirements then select Upload document.

For more information, see Mastercard document requirements.
Select Close task.

What to do next

Based on the collaboration with the merchant and cardholder decision, one of these tasks is displayed:

For the second presentment value marked as Yes, the next task Review chargeback response and decide on pre-arbitration or arbitration is displayed.
For the second presentment value marked as No, outcomes depend on the policy, see About Financial adjustments in Mastercard disputes.

Parent Topic:Chargeback in Mastercard transaction disputes