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Support Article

Case not pending as expected for a RC 4853 ancillary question

SA-940

Summary



For RC 4853, When user selects "No" to "Was the merchandise returned (or an attempt made to return it)" ancillary question , the case is not pending as expected.


Error Messages



Case is not pending as expected.


Steps to Reproduce



1. Create a MC Dispute
2. Choose RC 4853 (-)
3. In the Ancillary Question screen, for the Question "Select Type of Dispute" select "Defective Merchandise Dispute" option
4. Select "No" to "Was the merchandise returned (or an attempt made to return it)"
5. Case should pend when user submits it with this option

FYR: The case is pending when the user selects "No" to "Did the cardholder contact the merchant and attempt to resolve the dispute?" ancillary question.



Root Cause



Currently
for RC 4853, whenever user selects "No" to the ancillary question "Was the merchandise returned (or an attempt made to return it)", the framework is supposed to display a caption. However, frame work is not displaying the same.

Resolution



In HFix-9957 PegaCard-Sd-Dispute-MC-•AncQ12 and @baseclass•pyCaption•AncQ12_MC_FV5 rules have been modified such that
whenever user selects 'No'
to the ancillary question: "Was the merchandise returned (or an attempt made to return it)" (PegaCard-Sd-Dispute-MC-. AncQ12) in RC4853
the message:
"A Defective/Not as Described Merchandise charge back is valid only if the Cardholder returned the goods or informed the merchant the goods were available for pickup. Consider using another reason code or option."
would be displayed.

 

Published September 17, 2014 - Updated October 8, 2020

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