Support Article
Mastercard RCA for RC4859
SA-9782
Summary
You expanded the question but it is still not clear that it should be a separate transaction to be using Reason Code (RC) 4859 RS7 while disputing a partial transaction amount.
Instead of, "Is the transaction amount incorrect" it should be along the lines of, "Is this a partial dispute for an incorrect amount?".
If the answer is "No", ask the addendum question to continue 4859 RS7 path. If yes, then it would continue 4831 path.
An addendum charge must be separate and the new extension of the question being asked is not clear for a user not familiar with the reason code.
It must be a separate charge and not included in the grand total.
Example: if a car rental company charges the user for the rental and then charges an additional charge - the additional charge would be the addendum.
If user indicates that the user did not authorize the charge on the card then 4859 RS7 would apply.
However, if the company charges user for the rental and the additional charge in one lump charge, it would not fall under 4859 RS7.
Error Messages
Not Applicable
Steps to Reproduce
1. Dispute a transaction
2. Reach to anciliary question and answer so as to get reason code 4859 RS7.
Root Cause
The root cause of this problem is a defect in Pegasystems’ code/rules.
Need to update the RCA PROPERTY PEGACARD-SD-ADVISOR-MC- LTDORADDENDUM with below text:
“Is the dispute regarding addendum charges related to loss, theft, or damage charges or on any unexpected addendum charge where the Cardholder does not agree with the additional items charged to his or her account? Note: An addendum charge is subsequent transaction representing a separate charge which is not part of the grand total of any valid transaction from the same merchant (for example, charges not appearing on a finalized hotel bill or vehicle rental contract)”
Resolution
HFix-22009 resolves this issue.
Published June 22, 2015 - Updated October 8, 2020
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