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Updated on June 29, 2022

Users of Pega Smart Dispute for Issuer and Pega Smart Dispute for Acquirer can perform changes to process chargeback and set the representment details.

Pega Foundation for Healthcare

American Express does not provide any services to fetch the responses from the Acquirer. Once the case is resolved as a Chargeback, the Issuer needs to manually reopen the case and proceed further based on the response from the Acquirer.

When the Issuer gets representment as a response from the Acquirer, the Issuer can manually reopen the case as representment and can process the case until resolution.

The Issuer must select any of the following options as a representment action to proceed further.

  • Accept
  • Initiate Final Chargeback
  • Initiate Pre-Compliance
  • Multi prong

If the Issuer response is Accept, the case should resolve as either Write-off, Cardholder liable or split liability based on the selected action from the Issuer. Otherwise, the case routes to Initiating Final Chargeback and Pre-Compliance.

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