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            Prebuilt Flows for Initiating Chargeback and Reviewing Second Presentment for Mastercard Transaction Disputes

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            Prebuilt Flows for Initiating Chargeback and Reviewing Second Presentment for Mastercard Transaction Disputes

            To streamline and automate the process of initiating chargebacks and reviewing the second presentment, use prebuilt record-triggered flows and screen flows.

            Required Editions

            Available in: Lightning Experience
            Available in: Professional, Enterprise, and Unlimited Editions

            When a merchant is notified about a disputed transaction through an alert, you can initiate the chargeback process by cloning and activating the prebuilt record-triggered flows based on the alert outcome set by the merchant and the time taken by them to respond to the alert.

            This table lists the flows provided to initiate the chargeback process and review the second presentment for disputed transactions.

            Flow Label Description Default Status
            Dispute Management: Initiate Chargeback for Unresolved Merchant Response When the merchant sets the outcome of an alert that’s raised for a disputed transaction to Unresolved, this record-triggered flow initiates the chargeback process by updating the status of the dispute item record to Chargeback Initiated. Inactive
            Dispute Management: Initiate Scheduled Chargeback When the merchant doesn’t respond to the alert that’s raised for a disputed transaction within seventy-two hours, this record-triggered flow initiates the chargeback process by updating the status of the dispute item record to Chargeback Initiated. Inactive
            Dispute Management: Review Disputed Transactions and Create Claim When the status of a dispute item record is Chargeback Initiated, this screen flow allows a dispute case owner to review the details of the disputed transaction, and confirms if the dispute case owner wants to proceed with the claim creation. Active
            Dispute Management: Review Second Presentment When the status of the dispute item record is Review Second Presentment, this screen flow allows a dispute case owner to review the chargeback details and claim details associated with the disputed transaction. The flow then allows the case owner to either accept or reject the second presentment. Active
             
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