Dispute decision tables
Decision tables in Dispute Management provide decision logic for card dispute processing.
The following table lists the decision tables used in Dispute Management.
Note: The rules shown here are provided as example rules. Review and configure to reflect your own processing policy.
| Decision table | Description |
|---|---|
| Card dispute rules for internal policy | Determines the appropriate financial action based on the details of a dispute case. The results can be: - Immediate provisional credit - Immediate final credit - Deny - No credit Note: You can extend the predefined rules based on your own policies. |
| Derive Dispute Category without Content Pack | Determines the chargeback dispute category based on the dispute category and dispute reason whenever a dispute content pack isn’t installed. |
| Derive Disputes Case Priority | Triages a dispute case based on the dispute category, transaction category, and SEC code \(for ACH disputes\). |
| Derive Intake Answers from Chargeback Reason Code and Messages | Determines answers to the following questions, based on the reason code: - What is this dispute due to? - What is incorrect about this transaction? The answer determines which questionnaire to render in the playbook. |
| Determine chargeback dispute reason code | Determines the chargeback reason code for Visa disputes based on the case categorization and the responses to the following questions:- What is incorrect about this transaction? - This dispute is due to? |
| Determine Chargeback Subflow by Network ID | Determines which chargeback eligibility subflows run based on the network ID of the disputed transaction. |
| Determine dispute category | Determines the Dispute Case category based on the responses to the following questions: - Do you recognize the merchant and the purchase? - Did you provide authorization for the transaction? - What is the issue that you’re experiencing? |
| Determine Dispute Category Options | Determines the dispute category options that are displayed in the dispute questionnaire \(based on the Network ID\). |
| Determine Dispute Reason Options | Determines the dispute reason options that are displayed in the dispute questionnaire \(based on the selected dispute category\). |
| Determine Dispute Transaction Outcome | Determines the outcome status of the transaction based on the chargeback category, dispute service, and representment/response/appeal status. |
| Determine Next Activity Status | Determines the next activity in the card dispute workflow. |
| Determine questionnaire table and view | Used to determine the Dispute Case questionnaire based on persona, card network, and category. |
| Determine Mastercard chargeback dispute reason code message | Determines the chargeback reason code. |
| Determine Reason Code and Category Subflow by Network ID | Determines the reason code and category subflow based on the network ID of the disputed transaction. |
| Dispute Document Rules | Determines whether an ACH dispute requires a Written Statement of Unauthorized Debit \(WSUD\). |
Parent Topic:Card Disputes data model
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