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Support Article

RC-4853 and CC-2, details of the cardholder's attempt is missing

SA-22673

Summary



RC-4853 & CC-2 - On the pending for document screen, the question "Provide the details of the cardholder's attempt to resolve the issue with the merchant" with text box is not displayed.

Expected:
Open the Pending Document assignment. Select the check box "Has the cardholder contacted the merchant and attempted to resolve the dispute?" and enter details for 'Provide the details of the cardholder's attempt to resolve the issue with the merchant".

Actual
The text box enter details for 'Provide the details of the cardholder's attempt to resolve the issue with the merchant" is missing

Additional Detail:

Smart Dispute Issuer Framework 7.15
Smart Dispute Issuers (SDI) Compliance 7.15 MasterCard
This is for SDI 7.15 MasterCard and applied the 16.1 April Compliance package

Installed 16.1 April association compliance updates for MasterCard and Visa. It comprises of the following three components:

1. Pre-Requisite hotfix package for 16.1 April Compliance Update
2. The 16.1 April Association Update package itself for all regions of Visa and Master Card
3. Post 16.1 Release hotfixes


Error Messages



Not Applicable.

Steps to Reproduce



1) Create a Case.
2) Select Choose a reason code option on Determine reason code screen.
3) Select reason code 4853 and Condition code - 2.
4) Answer the question "Did the cardholder contact the merchant and attempt to resolve the dispute?" as No.
5) Submit on Ancillary question screen.
6) Observe that Case will move to Pending doc assignment.


Root Cause



A defect in Pegasystems’ code or rules. The 'DocumentDetailCheckList' section present in 'PegaCard-ReasonCode-DocumentRequirements' has been overridden in PegaCardSdVisa ruleset.

This section does not contain the code to display the text area "Provide the details of the cardholder's attempt to resolve the issue with the merchant".


Resolution



Apply HFix-27200.

A new place holder section 'PegaCard-ReasonCode-DocumentRequirements.ActionAcquiredNonUSVeEPartOrVEDomestic' has been created in 'PegaCardSd' ruleset.
 
 
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Published May 4, 2016 - Updated October 8, 2020

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