Question
Citicorp Services India Pvt Ltd
IN
Last activity: 12 Dec 2022 12:42 EST
Purpose of SLA: AwaitingOutboundPreArbRespSLA
Once we create a case and the case moves into Awaiting Pre-Arb response stage. The case will sit in a workbasket awaiting for Pre-Arb response from Mastercard.
The SLA PegaCard-Sd-Dispute-MC- ID: AwaitingOutboundPreArbRespSLA RS: PegaCardSdMasterCard:07-42-86 Deadline duration is set to 35 days.
Once the 35 days duration is completed, the .PreArbOutboundAutoReject is set to ‘N’ and no other action is happening to the flow PreArbitrationOutboundForMCOM based on the SLA. What is the exact purpose and action that will happen post the SLA deadline duration of 35 days ?
***Edited by Moderator Marije to add Capability tags***
Pegasystems Inc.
IN
Hi @VasanthRajG5323,
Thanks for posting this query. If '.PreArbOutboundAutoReject' is set as 'N' and Pre-arbitration response is not received within SLA, then the Pre-Arbitration response is not considered as auto-reject but the case will wait unitl the reject is received in the Mastercard queue. If the reject appears in the MCOM queue, the flowaction will be resumed by the MCOM agent. This means that the dispute waits until the reject appears in the MCOM queue.
If '.PreArbOutboundAutoReject' is set as 'Y', then the Pre-arbitration response is considered as auto-reject and the case proceeds ahead as Acquirer rejecting the Pre-Arbitration.
Hope this explanation helps!
Thanks,
Bindu