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Support Article

Second chargeback initiated incorrectly

SA-44112

Summary



On receiving a representment and the acquirer indicated that they are sending supporting documentation but did not sent them, a second chargeback is initiated by the flow.

Smart Dispute initiates another first chargeback, instead of initiating an arbitration chargeback with the arbitration chargeback reason code of 4901. Additionally, the cardholder receives a second credit instead of the representment debit being cleared.



Error Messages



Not Applicable


Steps to Reproduce



Not Applicable


Root Cause



A defect in Pegasystems’ code or rules.


Resolution



Apply HFix-37341.


Suggest Edit

Published December 19, 2017 - Updated December 2, 2021

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