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Final chargeback processing

Updated on June 29, 2022

Issuers can initiate and process a final chargeback after receiving Representment from the Acquirer.

Pega Foundation for Healthcare
  1. The Issuer selects any of the following options as a Representment action to proceed further.
    • Accept
    • Initiate Final Chargeback
    • Initiate Pre-Compliance
    • Multi Prong
  2. When the user selects Initiate Final Chargeback and submits the screen, the system checks for final chargeback time frame expiry as the final chargeback can only be submitted or initiated within 45 days from the Representment date.
  3. If the time frame expires, the case is routed to the Time Frame Expired Dispute screen where the user must select one of the following options:
    • Process liability
    • Continue dispute
  4. If the user selects Process liability as an action for further processing, then user may select either Write off, Cardholder liable, or both by entering the appropriate amounts. The sum of the Write-off amount and the Cardholder liable amount must be equal to the dispute amount.
  5. If the user selects Continue dispute as an action for further processing even after the time frame expiry, then the user has an option to continue the dispute by selecting one of the following:
    • Initiate Pre Compliance
    • Initiate Good Faith
    Result: Based on the selection, the case navigates to the corresponding flow. If the Final Chargeback Time frame is not expired, then the case navigates to the Initiate Final Chargeback screen.
  6. In the Initiate Final Chargeback screen, the user can review the Representment amount and Final chargeback amount and submit a final chargeback by answering the questionnaire:
    • Do you want to change the reason code?(Yes/No)
    To change the reason code, the user can choose any one of the reason codes from the drop-down list. On selection, the corresponding questionnaire gets populated, which the user has to answer and specify the reason for changing the Chargeback reason code.
    • Final Chargeback reason
    • Final Chargeback memo
    • Do you want to attach a document to submit with this chargeback?
  7. Once the Initiate Final Chargeback screen is submitted, and if the final chargeback amount is less than the disputed amount, the case is routed to process liability, where the user must handle the liability actions for the difference amount by selecting either Write-off or Cardholder liable by entering the corresponding amount.
    Result: If the final Chargeback back amount is same, then the case is resolved as Resolved-FinalChargeback.

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