Example: Stage Management Plan for Mastercard Transaction Dispute Resolution
Managing the lifecycle of a chargeback process can be complex without a structured system to track the progress and status changes. Use Stage Management to define the stages in a chargeback process. Then, define the transition criteria for the chargeback process to move from one stage to another, and add the steps to be performed when the chargeback process moves to a particular stage.
Required Editions
| Available in: Lightning Experience |
| Available in: Professional, Enterprise, and Unlimited Editions |
Object Stage Definitions
Define the stages for the objects involved in the chargeback process. In Transaction Dispute Management, the chargeback process is orchestrated around the Dispute Item object. In this example, we use Dispute Item as the reference object and the Status field as the reference object field to create a stage definition.
| Dispute Item Stage | Description |
|---|---|
| Submitted | The transaction dispute request is captured and submitted. |
| Chargeback Initiated | The chargeback initiation process begins. |
| Second Presentment Received | The acquirer disputes the chargeback raised by the issuer. |
| Second Presentment Accepted | The issuer accepts the second presentment raised by the acquirer. |
| Prepare for Pre-Arbitration | The issuer rejects the second presentment and the dispute enters the pre-arbitration phase. |
| Initiate Pre-Arbitration | The pre-arbitration initiation process begins. |
| Fetch Pre-Arbitration Claim Details | The details of an existing claim, along with any related pre-arbitration or arbitration cases, are retrieved. |
| Review Pre-Arbitration | The issuer reviews the details collected for initiating pre-arbitration. The issuer can either accept pre-arbitration and close the dispute or escalate the case to arbitration. |
| Escalate To Arbitration | The dispute wasn’t resolved during pre-arbitration, and the issuer escalates the case to arbitration. |
| Closed | The issuer accepts financial responsibility and closes the dispute during pre-arbitration. |
| Pre-Arbitration Accepted | The issuer accepts financial responsibility for the dispute. |
| Initiate Arbitration | The arbitration initiation process begins. |
Object Stage Transitions
Set the transition criteria for the dispute item record to move from one chargeback stage to another. This table shows some transition plans that you can run at each stage of the chargeback process. During the chargeback process, the dispute item record moves from one stage to the next only if the transition criteria are met and all steps in the stage are completed.
| From Stage | To Stage | Transition Criteria | Step Definition | Step Type |
|---|---|---|---|---|
| Submitted | Chargeback Initiated | No transition criteria | Search for and retrieve the information about a disputed transaction from the Mastercom system. | Integration Definition Auto |
Review the details of the disputed transaction, and confirm if the dispute case owner wants to proceed with the claim creation. If the case owner rejects the claim, the dispute item record is moved to the Closed stage. |
Screen Flow | |||
| Create a claim for the disputed transaction. | Integration Definition Auto | |||
| Retrieve the clearing details for the disputed transaction that’s associated with the claim. | Integration Definition Auto | |||
| Retrieve the authorization details for the disputed transaction that’s associated with the claim. | Integration Definition Auto | |||
| Review the chargeback details and the associated reason codes and subcodes. | Omniscript | |||
| Create a chargeback for the disputed transaction that’s associated with the claim. | Integration Definition Auto | |||
| Submitted | Resolved | No transition criteria | No transition plan | - |
| Submitted | Invalid | No transition criteria | No transition plan | - |
| Chargeback Initiated | Second Presentment Received | No transition criteria | Retrieve the claim details that are associated with the disputed transaction. | Integration Definition Auto |
| Retrieve the documents that are associated with any type of chargeback. | Integration Definition Auto | |||
| Acknowledge the second presentment raised by an acquirer for a chargeback. | Integration Definition Auto | |||
| Review the claim details and accept or reject the second presentment. | Screen Flow | |||
| Chargeback Initiated | Submitted | No transition criteria | No transition plan | - |
| Chargeback Initiated | Closed | No transition criteria | No transition plan | - |
| Second Presentment Received | Second Presentment Accepted | No transition criteria | No transition plan | |
| Second Presentment Received | Prepare for Pre-Arbitration | No transition criteria | Collect the details required for initiating pre-arbitration for a disputed transaction that wasn’t resolved during the second presentment. | Omniscript |
| Prepare for Pre-Arbitration | Initiate Pre-Arbitration | No transition criteria | File a pre-arbitration case for the disputed transaction. | Integration Definition Auto |
| No transition criteria | Retrieve the status of documents associated with the pre-arbitration case. | Integration Definition Auto | ||
| Prepare for Pre-Arbitration | Initiate Arbitration | No transition criteria | File an arbitration case for the disputed transaction. | Integration Definition Manual |
| Initiate Pre-Arbitration | Fetch pre-arbitration claim details | No transition criteria | Retrieve the details for an existing claim, including any pre-arbitration or arbitration cases with which the claim is associated. | Integration Definition - Auto |
| Fetch pre-arbitration claim details | Review Pre-Arbitration | No transition criteria | Retrieve all the documents associated with a pre-arbitration case, in a desired format. | Integration Definition - Auto |
| No transition criteria | Review the details collected for initiating pre-arbitration. | Omniscript | ||
| Fetch pre-arbitration claim details | Pre-Arbitration Accepted | No transition criteria | No transition criteria | - |
| Review Pre-Arbitration | Escalate to Arbitration | No transition criteria | Act on a case filing, for example, to escalate a pre-arbitration case to arbitration. | Integration Definition - Auto |
| Review Pre-Arbitration | Closed | No transition criteria | No transition criteria | - |
