A Mastercard Collaboration request or pre-dispute case allows merchants to resolve the case before the Issuer bank escalates it to the chargeback stage.
You can distinguish new Collaboration cases in our system by using the combination of the following parameters:
Status = received
Stage = collaboration
Timeframes
Collaboration cases have 72 hours (3 days) to be resolved.
If the merchant does not accept collaboration within this timeframe, the case will be auto-defended by our system.
The timeframe for each case can be seen in the column "Days To Defend":
At the Collaboration stage, you have three possible scenarios:
Scenario 1 - Collaboration Accept
Description - the merchant wants to accept the case at the pre-dispute stage and avoid receiving a chargeback.
Actions to be taken:
1. Open the case
2. Click "Accept liability"
3. Confirm the action
Scenario 2 - Collaboration decline
Description - the merchant does not want to accept the case at the pre-dispute stage and is ready to take the risk of the case escalation to the chargeback stage.
Actions to be taken:
1. Send a request to decline a collaboration request to [email protected]
2. Mention the Dispute Reference in the subject line of your e-mail
3. Provide a brief comment on why you want to decline this case
4. We will decline the case on your behalf
Important note! There is no possibility to add any supporting documents at this stage, only a short message (not longer than 100 characters)
Scenario 3 - Collaboration expired
Description - the merchant did not manage to provide the answer within the timeframe (3 calendar days). The collaboration case will be auto - declined by our system without any comment.
Actions to be taken:
No actions are needed unless the case is escalated to the chargeback stage.
Important note! The Collaboration case timeframe is 3 calendar days. If the decision is not provided within this timeframe, the case is considered to not be resolved and the Issuer decides whether to escalate the case to the chargeback stage.
Our dedicated chargeback support team is here to assist with any questions or concerns. Please don't hesitate to reach out to [email protected] at your earliest convenience. (edited)