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Support Article

SLA for representment document is incorrect

SA-41713

Summary



The RepresentmentDocAssignment SLA is set to 21 days. However, MasterCard regulation requirements state the document must be received by the 10th day.


Error Messages



Not Applicable


Steps to Reproduce



Initiate a chargeback on a MasterCard case. Reopen the case with "Representment" as the reopen reason. The assignment is put into a pending state with a 21 day SLA.


Root Cause



A defect in Pegasystems’ code or rules

Resolution



Apply HFIX-35450

Suggest Edit

Published August 26, 2017 - Updated December 2, 2021

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