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Support Article

Visa Reason Code 86 not routing to Pending Document

SA-1551

Summary



When Reason Code 86 is selected, it should route to the PendingDocument flow (PendingDocument WB) as it needs Inbound Document. However, instead it goes to the Process Chargeback screen.The property set to “False” based on Question 67 (paid by other means) is PaidByOtherMeansInd but the When Condition(WhenQ67No) in the ReasonCode 86 is checking a different Property “IsProofMerchServPaidOthMeans”. The flow does not proceed to WaitforDocuments.


Error Messages



Not Applicable


Steps to Reproduce

  1. Create case for Visa Card
  2. Select reason code 86-1

Root Cause



A defect in Pegasystems’ code or rules. 


Resolution



Apply HFix-9972. 

Published January 31, 2016 - Updated October 15, 2020

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