Question
Canadian Tire Corporation Ltd
CA
Last activity: 31 Jul 2023 9:08 EDT
Smart Dispute - +15 Fraud Chargebacks and Collaboration
Regarding April HotFix 83179, in the following scenario, should Smart Disputes allow a Fraud chargeback to be resubmitted using reason codes 4837/4870/4871?
- 15 Fraud CB's are submitted
- Merchant does not provide a credit through Collaboration for two(2) transactions and credits for the remaining 13 transactions
- the two(2) transactions not credited are available to resubmit
- the two(2) transactions not credited are technically under the 15 total Fraud Chargebacks, unless the two(2) resubmits are added to the 15 original.
GoldmanSachs
IN
Hi Jamie,
The Direction around this is not fully clear from Mastercard. The main question is when a fraud chargeback is submitted to Mastercard and it is rejected (for any reason)/recalled by user would the count still stand.
For the same reason the system does not hard stop just throws validation in the above scenario. Ideally in the above scenario the chargeback should be accepted by Mastercard.
Regards,
Rakesh
Updated: 16 Jun 2022 8:46 EDT
Canadian Tire Corporation Ltd
CA
@varmr For the scenario outlined in original question, we are experiencing that Smart Disputes is not providing the original dispute Reason Code (RC 4837) in the Reason Code drop down list when attempting to resubmit the uncredited transaction/chargeback. Also missing is RC 4870 and RC 4871.
Canadian Tire Corporation Ltd
CA
@varmr , we continue to be challenged with cases like the original scenario I documented. We've been able to confirm that when using Mastercard Claims Manager we are able to resubmit a CB (using a Fraud reason code) that was rejected (for any reason) and part of the max 15 Fraud CB.
Updated: 31 Jul 2023 9:08 EDT
Pegasystems Inc.
IN
Hi @JamieSchuman,
Thanks for sharing the update that Mastercard Claims Manager is allowing Fraud chargebacks if the previous 15 chargebacks are rejected as part of Collaboration process.
It means Mastercard counts Fraud chargeback under 15 Fraud CB rule only if the chargeback is not rejected. Is this statement valid?
We have also raised a query with Mastercard on the expected outcome for Collaboration Fraud chargebacks and awaiting a response.
Appreciate your patience!
Thanks,
Bindu
Canadian Tire Corporation Ltd
CA
@salub Hi Bindu,
We continue to be challenged with this issue and hoping that it can be clarified as soon as possible. Have you received any clarification from Mastercard?
Thanks,
Jamie
Canadian Tire Corporation Ltd
CA
@salub Hi Bindu,
We continue to be challenged with this issue and hoping that it can be clarified as soon as possible. Have you received any clarification from Mastercard?
Thanks,
Jamie
Canadian Tire Corporation Ltd
CA
@salub Hi Bindu,
We continue to be challenged with this issue and hoping that it can be clarified as soon as possible. Have you received any clarification from Mastercard?
Thanks,
Jamie