SA-8255

Summary

Question that does not make logical sense in area it is being asked - asking about proof of billing error and nothing to that point is referring to a billing error.
The reason for the dispute is counterfeit goods. There is a statement to indicate if the transaction is face to face or non face to face. If you select non face to face the question “Can the cardholder provide printed confirmation of the price that is different than what was charged?” appears. This question does not make sense since the user has not indicated anywhere up to this point that the dispute is related to a price difference.

Can the cardholder provide printed confirmation of the price that is different than what was charged?
Yes No
Reason code 4831 should be used instead of this chargeback reason.

the question should be re-worded and moved
It should be something like "Is this dispute in reference to a billing error? and then go into more of a decision tree

Error Messages

Not Applicable

Steps to Reproduce

Goto Choose reason code and goto AQ screen.

Root Cause

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

The text of the following question should be changed from “Can the cardholder provide printed confirmation of the price that is different than what was charged?” to “Is this dispute in reference to a billing error?” 

Before changes, the field value ‘AncQ93Yes_MC_FV1’ description was “Can the cardholder provide printed confirmation of the price that is different than what was charged?”

Resolution

HFix-21531 resolves the issue