A Mastercard Collaboration request or pre-dispute case allows merchants to resolve the case before the Issuer bank escalates it to the chargeback stage.
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You can distinguish Collaboration cases in our system by checking the stage column.

For collaboration cases, stage = collaboration
(For chargeback cases, stage = chargeback)

At the Collaboration stage, you have three possible scenarios:

Description - the merchant wants to accept the case at the pre-dispute stage and avoid receiving a chargeback.

Actions to be taken:
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1. Send a request to accept a collaboration request to [email protected]

2. Mention the Dispute Reference in the subject line of your e-mail
3. We will accept the case on your behalf.

​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 short 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)

​Description - the merchant did not manage to provide the answer within the timeframe (3 calendar days). The collaboration case is considered to be declined (not resolved). 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)