Ethoca processing merchant outcome dispute processing
Once the Ethoca processing merchant outcome is fetched successfully, the ProcessEthocaMerchantOutcome flow is called, which processes the dispute based on the outcome.
The EthocaSuggestedpath decision table is called in this flow,and is used to decide the next flow that the dispute should take. The connectors from the decision shape are the distinct flows that the dispute can use, based on the obtained merchant outcome combination.
There are four distinct scenarios or flows that the dispute can use to be processed based on the possible merchant outcome combinations:
With the exception of Chargeback/Ancillary Questions flow, a default check is performed in the flow if the dispute is created on a Pending Authorization transaction. If the disputed transaction is a pending authorization transaction, then the FindPendingAuthMatch flow is called, which checks the matching posted transaction for the configured number of days. If a matching posted transaction is found in the specified amount of days, then the transaction is attached and the outcome-based flow is resumed. If a matching posted transaction is not found in the specified amount of days, the dispute is moved to Resolved-NoAction status and a correspondence is sent to the customer.
If the Refund flag is Refunded, regardless of the merchant outcome, the case is directed to the Credit scenario. At that time, the MonitorCreditTransaction is called and the dispute waits at the Wait for auto credit process assignment. The dispute is also routed to the CreditWB workbasket.
In this situation, the AutoMatchMerchantCrTxSLA SLA rule is triggered and waits for 72 hours to find a matching credit transaction.
- If a matching credit transaction is not found, or if the customer is not satisfied with the merchant response, then the dispute is routed for chargeback.
- If a matching credit transaction is found, or if no match is found and the customer is satisfied with the merchant response, then the dispute is resolved.
If the combination of merchant outcome and refund flag is either Resolved-Not Refunded or Resolved-No Value, then the dispute is directed to a ThresholdScenario flow.
If a particular threshold amount has been configured, you can fetch the threshold amount and check if the disputed transaction amount is less than the configured threshold amount. If yes, the dispute is auto resolved and a correspondence is sent to the customer.
If no threshold amount is configured, or if the transaction dispute amount is greater than the threshold value, then the disputes operator must contact the customer to obtain their response.
If the customer is satisfied with the merchant response, then the case is resolved and a correspondence is sent to the customer. If the customer is not satisfied with the merchant response, then the dispute is processed for chargeback.
To configure the threshold amount, use the Disputes Manager portal in the Configuration Wizard.
If the combination of merchant outcome and Refund Flag is not a valid real-time scenario, then the dispute is routed to the ToEthocaExceptionWB flow. In this scenario, the dispute is routed to the Exceptions workbasket and the customer/operator is provided with the Merchant review comments assignment. The customer/operator must review the comments that are provided by the merchant. Upon submitting the assignment, the dispute is routed to the chargeback flow.
Chargeback/Ancillary Questions flow
Based on the merchant outcome, the dispute is routed to the chargeback flow or the Ancillary Questions assignment.
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