Support Article
Incorrect status for reverse provisional credit
SA-44909
Summary
Users see incorrect behaviour for the “Reverse Provisional Credit” processes on debit card/debit disputes.
The system is not correctly processing the reversal in the proper time frame and with the appropriate statuses.
When resolving a debit card/DDA account dispute and provisional credit needs to be reversed, the system is behaving differently, depending on how the user is triggering the “Reverse Provisional Credit” action.
The status assigned to the dispute when resolved is also inconsistent.
For Debit Card/DDA account dispute processing (to include ATM and ACH) -
- When performing “Process Reverse Provisional Credit” at the claim level, the individual disputes are resolving as “Resolved-NoError.”
- When performing “Cardholder Liable – Debit” at the dispute level the dispute is resolving as “ResolvedNoError.”
- When choosing “Cardholder Liable” from the claim level, the system is not picking up any transactions on which to reverse the credit.
- When the provisional credit is not given, and customer liable action is performed at the claim level, the disputes are being resolved as “Resolved-Rejected” instead of “Resolved-CardholderLiable.”
Error Messages
Not Applicable
Steps to Reproduce
Trigger reverse provisional credit flow.(Or)
Perform cardholder liable (debit transaction). It will trigger reverse provisional credit flow.
Root Cause
A defect in Pegasystems’ code or rules
Resolution
Apply HFix-36306.
Published February 2, 2018 - Updated December 2, 2021
Have a question? Get answers now.
Visit the Collaboration Center to ask questions, engage in discussions, share ideas, and help others.