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Support Article

Pega prompts for merchandise return when case is non-reciept



When working a case of non-receipt, system prompts for return merchandise. As this does not apply, system then prevents a reason code from being assigned.

Error Messages

A reason code may not be assigned because the cardholder did not return or attempt to return the merchandise to the merchant.

Steps to Reproduce

  1. Enter No to Dispute about quality
  2. Enter Yes to Cardholder charged - did not receive
  3. Enter No to Was received
  4. Enter Yes to Cardholder attempted to resolve and return merchandise
  5. Enter No to Has returned

Root Cause

The root cause of this problem is a defect in Pegasystems’ code/rules.


Apply HFix-22212 and HFix-23644.

Published January 31, 2016 - Updated October 8, 2020

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