Mastercom User Guide

5 March 2020

MCOHV2
 Summary of Changes, 5 March 2020

Summary of Changes, 5 March 2020

The following are the changes with the most recent publication of this document.

Description of Change Where to Look

Chapter 1 About Mastercom
Expanded System Requirements table with System Requirements
additional information
Chapter 2 Mastercom System
Revised description of Direct to Ethoca option Mastercom Collaboration
Revised section under Data Elements Used for Mastercom Collaboration
Matching Criteria Between Ethoca and Mastercom
Added information about collaboration and the Mastercard Merchant Refund Process
merchant refund process
Chapter 3 Mastercom Application
Revised description of Rejects views to include Descriptions of Views
more detail
Revised Close a Claim procedure to remove Close a Claim
obsolete steps
Revised Create First Chargeback procedure Create First Chargeback
Revised File a Pre-arbitration Case for Dual File a Pre-Arbitration Case for Dual Message
Message System Disputes procedure System Disputes
Revised note about Fee Collection messages and Fulfillment Fees
collaboration
Chapter 4 Mastercom Reports
Revised report fields for Incoming and Outgoing Incoming and Outgoing Claims Report
Claims Report
Appendix A Mastercom Process Flows
Revised Collaboration and Chargeback Workflow Claims Manager Work Flows

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Mastercom User Guide • 5 March 2020 2
 Contents

Contents

Summary of Changes, 5 March 2020................................................................. 2

Chapter 1: About Mastercom.............................................................................. 11

Overview of Mastercom................................................................................................... 12
Mastercom Enhancements............................................................................................... 12
System Requirements....................................................................................................... 14

Chapter 2: Mastercom System............................................................................ 16

Preparing for the Mastercom System................................................................................ 17
Accessing Mastercom from Mastercard Connect.............................................................. 17
Possible Role Combinations..............................................................................................18
Provision Users................................................................................................................. 19
Billable ICA Number Exception.....................................................................................22

Chapter 3: Mastercom Application .................................................................. 24

Mastercom Application Overview..................................................................................... 30
Mastercom Collaboration............................................................................................ 30
Mastercard Merchant Refund Process......................................................................32
Claims Manager.......................................................................................................... 33
Claims Manager—Transactions and Claims ............................................................ 34
View a Summary of a Transaction....................................................................... 34
Create a Claim................................................................................................... 36
Find a Claim Using Views................................................................................... 38
View a Claim......................................................................................................39
View Transaction Details..................................................................................... 39
Descriptions of Views......................................................................................... 40
Export a List of Claims........................................................................................ 41
Filters......................................................................................................................42
Filters and Dashboards........................................................................................42
Find a Claim Using Filters............................................................................... 42
Create a Filter................................................................................................ 42
Filter Fields................................................................................................ 43
Delete a Filter................................................................................................ 44
View a Dashboard.............................................................................................. 44
Create a Dashboard....................................................................................... 45
Edit a Dashboard........................................................................................... 46
Delete a Dashboard....................................................................................... 46
Add Filters, Dashboard, or View to the Favorites Menu.................................. 46

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Mastercom User Guide • 5 March 2020 3
 Contents

Claims Manager—Dispute Events............................................................................47

Create a Retrieval Request.................................................................................. 47
Process Fulfillment.............................................................................................. 48
Create First Chargeback..................................................................................... 49
Accept a Chargeback......................................................................................... 50
Initiate Representment........................................................................................51
Accept Representment....................................................................................... 51
Initiate Arbitration Chargeback...........................................................................51
Accept Arbitration Chargeback.......................................................................... 52
View Event Details of a Claim............................................................................. 52
Discard or Reverse an Event................................................................................ 53
Close a Claim..................................................................................................... 53
Resubmit Rejected Transactions.......................................................................... 54
Commit Worked Items—Verified Records................................................................54
Dispute Resolution.......................................................................................................55
Open Views............................................................................................................ 55
Mastercard Views............................................................................................... 56
My Views.......................................................................................................58
Manage Views............................................................................................... 59
Alerts and Advisories ..............................................................................................59
Data Retention Time Frames...............................................................................60
Memo Field........................................................................................................ 61
Chargeback Documents Research.......................................................................62
Chargeback Summary Research..........................................................................62
Export Options................................................................................................... 62
Print Options...................................................................................................... 63
Transaction Life Cycle – Mastercom Pro Only...................................................... 64
Transaction Life Cycle Locations—Pro Licensed Users Only.................................. 66
Sort Options........................................................................................................... 67
Simple Sort.........................................................................................................67
Multiple Sort – Dispute Resolution...................................................................... 67
Moving Columns................................................................................................ 68
Perform Undo Processing—Dispute Resolution........................................................ 68
Commit Process...................................................................................................... 69
Retrieval Acquirer Processing...................................................................................69
Retrieval Acquirer Processing.............................................................................. 69
Retrieval Process Flow.........................................................................................69
Retrieval Request Acquirer Unworked................................................................. 70
Acquirer Response Code Descriptions................................................................. 71
About IIAS Retrieval Processing—U.S. Region Only............................................. 72
IIAS Acquirer Response Codes........................................................................72
Match a Retrieval Request Record with an Image................................................73
Fulfill a Request Record with Invalid Code A, B, C, or E....................................... 74

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Mastercom User Guide • 5 March 2020 4
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Verify Your Work................................................................................................ 74

Retrieval Request Acquirer Worked.....................................................................74
Review Image Review Decisions.......................................................................... 75
Acquirer—Reducing Image Review Occurrences................................................. 75
Retrieval Issuer Processing....................................................................................... 76
Retrieval Issuer Processing...................................................................................76
Retrieval Issuer Processing View.......................................................................... 77
Retrieval Request Issuer Unworked.................................................................77
Retrieval Request Issuer Worked.....................................................................79
Accept and Reject Documents and Transactions with Invalid Codes.................... 79
When Should the Issuer Reject an Image?...................................................... 79
Image Review................................................................................................ 80
What Should Be Done with Substitute Drafts?............................................... 80
Responding to Codes F, G, H—U.S. Region Only............................................ 81
About IIAS Retrieval Processing—U.S. Region Only.........................................81
IIAS Acquirer Response Codes................................................................... 81
When Should the Issuer Accept an Image?.....................................................82
Accept Remaining Documents and Unfulfillable Requests, Codes D and E...... 82
Verify Your Work................................................................................................ 82
Retrieval Request Issuer Worked......................................................................... 83
Retrieval Requests and Fulfillments.......................................................................... 83
Overview............................................................................................................ 84
Issuer’s Right to Request a Transaction Information Document............................ 84
Retrieval Request Fulfillment Statuses................................................................. 84
Acquirer’s Obligation to Provide a Transaction Information Document.................85
Mastercom Processing........................................................................................ 85
Acquirer’s Retrieval Request Response............................................................ 85
Time Frame for Fulfilling a Retrieval Request ................................................. 86
Fulfillment Types............................................................................................ 86
Requirements for a Substitute Draft............................................................... 87
Substitute Draft for Card Not Present Transaction...................................... 87
Draft for Vehicle Rental Transaction........................................................... 88
Substitute Draft for Airline and Passenger Railway Transaction...................88
Substitute Draft for Lodging Transaction....................................................89
Substitute Draft for Cardholder-Activated Terminal Transaction..................89
Substitute Draft for Parking Lot Transaction............................................... 89
Substitute Draft for Chip-Read Transaction................................................ 90
Substitute Draft for Contactless Transit Transaction....................................90
Retrieval Request Fulfillment Procedure...............................................................90
Image Review Guidelines for Rejecting Fulfillments............................................. 91
Mastercom Image Review Reject Codes......................................................... 91
Guidelines for Rejecting for “P” (Primary Account Number Missing/
Illegible)......................................................................................................... 92

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Mastercom User Guide • 5 March 2020 5
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Guidelines for Rejecting for “A” (Transaction Amount Missing/Illegible)......... 92

Guidelines for Rejecting for “O” (Other—Missing Information on
Substitute Draft)............................................................................................ 92
Memo Field................................................................................................... 92
Image Review Guidelines for Rejecting Acquirer’s Response Codes......................93
Mastercom Image Review Decisions....................................................................94
Reading the Image Review Decision....................................................................94
Settlement......................................................................................................... 94
User Provided Settlement Date for Argentina and Uruguay............................ 95
Fulfillment Fees.................................................................................................. 99
Fee Generation............................................................................................ 100
Chargeback Sender Processing..............................................................................101
Chargeback Overview...................................................................................... 101
Benefits of Mastercom Chargeback Documentation......................................... 101
Chargeback Documentation Process Flow.........................................................101
Sender Transactions by Cycle............................................................................ 102
Chargeback Sender Worked............................................................................. 103
Research No Matches Found.............................................................................103
Chargeback Receiver Processing............................................................................104
Chargeback Receiver Processing....................................................................... 104
Chargeback Receiver Report............................................................................. 104
Chargeback Receiver Worked........................................................................... 104
Debit Sender Processing........................................................................................ 105
Debit Sender.................................................................................................... 105
Benefits of Processing Debit Exception Items.....................................................105
Debit Process Flow............................................................................................105
Debit Chargeback Sender Unworked................................................................ 106
Attach Documents to Chargeback Records....................................................... 106
Debit Chargeback Sender Worked....................................................................107
Debit Receiver Processing...................................................................................... 108
Debit Receiver.................................................................................................. 108
Benefits of Processing Debit Exception Items.....................................................108
Debit Process Flow............................................................................................108
Chargeback Receiver Debit............................................................................... 109
Debit Chargeback Receiver Unworked.............................................................. 109
Debit Chargeback Receiver Worked..................................................................110
Fee Collections......................................................................................................110
Outgoing and Incoming Fee Collection Messages............................................. 110
Outgoing Fee Collection Messages...............................................................110
Incoming Fee Collection Messages............................................................... 111
Creating a Fraud and Loss Database Record (SAFE).................................. 112
Case Filing............................................................................................................ 113
About Mastercom Case Filing........................................................................... 113

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Sender Responsibilities..................................................................................... 113

Receiver Responsibilities................................................................................... 114
Time Frames for Case Filing.............................................................................. 114
Status Icons...................................................................................................... 115
Case Filing Sender View................................................................................... 116
Case Filing Receiver View................................................................................. 117
Export Options for Case Filing Details............................................................... 118
Print and Export Options for Case Filing Details.................................................119
Case Filing Procedures for Pre-arbitration..........................................................119
Pre-arbitration..............................................................................................119
Receiver Pre-arbitration................................................................................ 120
Case Steps for Claims Manager ...................................................................120
File a Pre-Arbitration Case for Dual Message System Disputes ..................... 120
Sender Filing a Pre-arbitration Case..............................................................123
Pre-arbitration—Accept or Reject Instructions.............................................. 124
Escalating Pre-arbitration to an Arbitration Case.......................................... 125
Case Filing Procedures for Arbitration............................................................... 125
Arbitration Cases......................................................................................... 125
Receiver Arbitration..................................................................................... 125
File an Arbitration Case................................................................................125
Sender Filing an Arbitration Case................................................................. 127
Escalation of an Arbitration—Sender Add Documentation........................... 127
Escalation of an Arbitration—Receiver Add Documentation......................... 128
Arbitration—Receiver Accept or Reject Instructions...................................... 128
Case Filing Procedures for Pre-compliance........................................................ 129
Receiver Pre-compliance...............................................................................129
Filing a Pre-compliance Case........................................................................ 129
Sender Filing a Pre-compliance Case............................................................ 130
Escalating a Pre-compliance to a Compliance Case.......................................131
Escalation to a Compliance—Sender Add Documentation............................131
Escalation to a Compliance—Receiver Add Documentation..........................132
Case Filing Procedures for Compliance............................................................. 132
Receiver Compliance Cases.......................................................................... 132
Filing a Compliance Case............................................................................. 132
Sender Filing a Compliance Case..................................................................133
Case Filing Responses....................................................................................... 134
Pre-arbitration and Arbitration Cases........................................................... 134
Pre-compliance Cases.................................................................................. 135
Compliance Cases....................................................................................... 136
Expedited Billing Dispute Forms................................................................................. 136
Processing Expedited Billing Dispute Forms............................................................137
Advanced Filter .........................................................................................................138
User Preferences ....................................................................................................... 138

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Simple Filter ..............................................................................................................140

Chapter 4: Mastercom Reports......................................................................... 142

Admin Reporting............................................................................................................143
Mastercom Audit Trail.................................................................................................... 143
Claims Manager Reports................................................................................................ 144
Run a Report............................................................................................................. 144
Report Descriptions................................................................................................... 144
Claim Due Date Report ........................................................................................ 144
Incoming and Outgoing Claims Report .................................................................145
Monthly Chargeback Report—Issuer .................................................................... 146
Monthly Chargeback Report—Acquirer ................................................................146
Monthly Retrieval Request Report—Issuer ............................................................ 147
Monthly Retrieval Request Report—Acquirer ........................................................ 147
Chargeback Claims Report.................................................................................... 148
Dispute Resolution Reports.............................................................................................149
Pre-defined Reports................................................................................................... 149
Reconciliation Reporting............................................................................................ 152
Downloadable Report through the User Interface..................................................152
Executing the Default Configuration Report.......................................................... 153
Executing the Custom Configuration Report......................................................... 153
Fields on the Excel/PDF Report...............................................................................153
API Reconciliation Report...................................................................................... 154
Bulk Files...............................................................................................................155
TQR4 Bulk File Format...................................................................................... 155
Enhanced Reconciliation Report.................................................................................157
Using the UI for the Enhanced Reconciliation Report............................................. 164
Using Batch Reporting for the Enhanced Reconciliation Report..............................166
Non-Migrated Claim Billing Report............................................................................ 168
Generate a Non-Migrated Claim Billing Report...................................................... 168

Chapter 5: MasterCom eStats............................................................................170

Mastercom eStats Procedures.........................................................................................171
Benefits of Mastercom eStats......................................................................................... 171
Order the Mastercom eStats Product......................................................................... 171
Access Mastercom eStats...........................................................................................172
Retrieval, Chargeback, and Representment Reports................................................... 172
Run eStats Reports.................................................................................................... 173
Case Filing Reports.................................................................................................... 173

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Mastercom User Guide • 5 March 2020 8
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Chapter 6: Exiting Mastercom...........................................................................175

Exiting Mastercom......................................................................................................... 176
System Time Out............................................................................................................176

Appendix A: Mastercom Process Flows........................................................ 177

Process Flows Overview.................................................................................................. 178
Traditional Flow with Data Elements............................................................................... 178
Claims Manager Work Flows..................................................................................... 185

Appendix B: Icons ...................................................................................................189

Icons.............................................................................................................................. 190

Appendix C: Notification Files...........................................................................192

Acquirer Fulfillment (T385), Issuer Notification (T386), and Chargeback Documentation
Notification (T387) Files..................................................................................................193
Acquirer Fulfillment File (T385)....................................................................................... 193
Issuer Notification File (T386)..........................................................................................195
Notification File Record (T387)........................................................................................197

Appendix D: Violation Code List...................................................................... 199

Violation Code List......................................................................................................... 200

Appendix E: Mastercom User Help................................................................. 202

Accept Confirmation......................................................................................................203
Billing Details................................................................................................................. 203
Chargeback Documents Research.................................................................................. 203
Chargeback Receiver Unworked and Worked Views....................................................... 203
Chargeback Sender Unworked.......................................................................................204
Chargeback Summary Research..................................................................................... 205
Commit Confirmation.................................................................................................... 206
Create Case Confirmation Window................................................................................206
Create Case Window..................................................................................................... 206
Debit Chargeback Receiver Unworked and Worked Views..............................................206
Debit Chargeback Sender Unworked..............................................................................207
Escalate Confirmation Window...................................................................................... 207
Flag Options...................................................................................................................207
Reject Confirmation....................................................................................................... 207
Retrieval Request Acquirer Unworked.............................................................................207

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Retrieval Request Issuer Unworked................................................................................. 208

Undo Confirmation........................................................................................................ 209
Update Status Confirmation...........................................................................................209

Appendix F: Mastercom Claims Manager Tutorial Walk-Through.. 210

Claims Manager Introduction......................................................................................... 211
Claims Manager Operations (Issuer)............................................................................... 212
Claims Manager Operations (Acquirer)........................................................................... 225
Dashboards and Filters................................................................................................... 226
Detailed Queue Flows.................................................................................................... 230

Notices...........................................................................................................................232

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Mastercom User Guide • 5 March 2020 10
 About Mastercom

Chapter 1 About Mastercom

Users access the Mastercom™ dispute processing system through Mastercard Connect™, the
Mastercard information portal (communication delivery platform) for delivering business tools and
secure communication capabilities to customers worldwide. To ensure a high level of security for all
users, users should follow the responsibilities that accompany the use of this product.

Overview of Mastercom................................................................................................................ 12
Mastercom Enhancements............................................................................................................ 12
System Requirements....................................................................................................................14

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Mastercom User Guide • 5 March 2020 11
 About Mastercom
Overview of Mastercom

Overview of Mastercom
A suite of dispute resolution services that uses the Mastercard Network to help expedite the
resolution of cardholder disputes and reduce the amount of paper required to resolve
disputes. Mastercom™ enables dispute initiation for all Dual Message and Signature Single
Message dispute types (chargebacks, retrievals, and case filing) through a single, user-friendly
application.
Mastercom is accessed through Mastercard® Connect from any personal computer or tablet
device. Customers are licensed for Mastercom claims manager, and either Pro or Hosted when
requesting the product from the store.

NOTE: Single Message dispute initiation will continue to be submitted through the Single
Message Transaction Manager (SMTM) application, while documentation management
continues to be done within Mastercom.

Mastercom provides many benefits, including the following:

• Speed—accelerated processing of dispute initiation and document management through a
single interface.
• Security—helps safeguard file transfers through mastercardconnect.com data security
protocols.
• Archive—provides current and historical access to files and dispute documentation
images.
• Convenience—allows users to research, create claims, submit chargebacks/retrieval/case
filing, view and download all evidential documentation, any time, from any location, as
often as needed.
• Access—provides virtual access to multiples users regardless of their location.
• Paperless—processing allows users to save and export documents electronically to local
media.
Access the Mastercard Connect to access Mastercom application.
Refer to the Mastercard Connect/Publications for current MasterCom API Specifications and
the Chargeback Guide manuals.

Mastercom Enhancements
Mastercom™offers a number of features to streamline processing and enable customers to
manage individual user disputes efficiently and cost-effectively.
• Collaboration—Collaboration facilitates chargeback avoidance through the use of the
Mastercard Merchant Network. All transaction inquiries are required to pass through the
merchant network prior to the formal chargeback process.

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Mastercom User Guide • 5 March 2020 12
 About Mastercom
Mastercom Enhancements

• Claims Manager—a user interface for the facilitation of transaction research creation of
claims, creation of Chargeback (with and without documentation, Retrieval Requests, case
filing, and reporting fraud into the Fraud and Loss Database.
• Application Program Interface (API)—integration into Mastercom Claims manager to
facilitate transaction research creation of claims, creation of Chargebacks (with and
without documentation), Retrieval Requests, case filing, and reporting fraud into the Fraud
and Loss Database.
– Only for Dual Message transaction and Signature Single Message switched through the
Dual message system
– Mastercom API replaces Image Interface batch processing (Retiring June 2019)
• Hosted—integrated solution with claims manager used for dispute management for Dual
Message (with Claims Manager) and Single Message (without/Claims Manager) which is
ideal for low volume Chargeback Retrieval Requests / Case Filing. Hosted provides limited
data elements for all views, reports and case filing. Refer to Mastercard Consolidated Billing
System (MCBS) manuals for Hosted Pricing.
• Pro—integrated solution with claims manager used for dispute resolutions, transaction
research, ad hoc reporting, creation of Chargebacks / Retrieval Requests / Case Filing.
Mastercom Pro licenses have access to all data elements within the Mastercom system,
advanced filters, and ad hoc reporting. Mastercom Pro is ideal for medium to higher
volume customers. Refer to MCBS manuals for Pro Licensing costs
• Transaction Life Cycle (Pro Licensed Users Only)—provides convenient, detailed views
of each transaction segment within the entire dispute history, including Authorization,
Clearing, and Reversals.
• Electronic Forms—streamlines the generating of Expedited Billing Dispute Resolution
forms through automation (Claims Manager and API Function only). The forms are
accessible within Mastercom for easy access and updates. Completed forms may be saved
to your system or attached to Chargebacks without printing or scanning.
• Customized Views—enables users to create personalized work view preferences and
work flow prioritization according to their individual user processing needs.
• Documents—provides a time-saving alternative to printing and scanning. The user can
drag and drop documents into this tab (or onto a transaction) to attach documents to
transactions.
• Image Formats—enables users to provide images for documentation support. Image file
types accepted by Mastercom include .jpg, .tif, and .pdf file formats.
• Tool Tips—provides ‘moving mouse pointer over’ help, on-screen hints, shortcuts, and
instructions.
• Browser Connectivity—enables users to work from any physical location with Internet
access to mastercardconnect.com.
• Personal Alerts (Dispute Resolution feature only)—notifies users of items that require
immediate attention and those nearing expiration timeframes. Alert notification sensitivity
may be modified on an individual user basis.
• Dispute Integration Advisories (Dispute Resolution feature only)—notifies users
when transactions are listed in Mastercard Fraud and Loss Database, Electronic Warning
Bulletin, and Account Management Systems.

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Mastercom User Guide • 5 March 2020 13
 About Mastercom
System Requirements

• Image Management—allows users to attach multiple documents to one or more

transactions in a single step. Users may also attach multiple documents to a single
transaction or to multiple transactions (Dispute Resolution feature only - this feature will be
available in Claims Manager in the future). Mastercard automatically merges multiple
attached files into a single file.

NOTE: Single image size or combined size of images cannot exceed 15MB for a single
transaction.
• User Preferences—provides a range of custom settings, such as masking account
numbers and activating expiration alerts.

System Requirements
The following processing requirements apply for using Mastercom™. Refer to Mastercard®
Connect for additional system requirements.

Requirement Description
Monitor 1024 X 768 (minimum requirement); Mastercard recommends using a 22”
monitor for maximum user convenience and processing efficiency.
Browser Options Visit Mastercard® Connect for all supported browsers at URL:
www.mastercardconnect.com.

Document restrictions Mastercom supports document uploads with the following restrictions.
• The file name of each document must be limited to 16 or fewer
characters
• The file name of each document must contain only numbers and English
letters
• The file name of each document must not contain special characters like
&%#
• The file name of each document must not contain account information
like primary account numbers
• The total size of documents uploaded to an event within a claim must
not be larger than 14.5 MB
• The resolution of any raster (pixel-based) file must not exceed 300 PPI
• The total size of any raster (pixel-based) file must not exceed 30,000,000
pixels

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Mastercom User Guide • 5 March 2020 14
 About Mastercom
System Requirements

Requirement Description
Supported document • PDF
file types • JPEG
• JPEG2000
• TIFF Uncompressed
• TIFF Huffman
• TIFF G3 Fax
• TIFF G4 Fax
• TIFF LZQ
• TIFF PACK
• TIFF LZW
• TIFF 2D
• TIFF 3D
• TIFF JPG
• TIFF ABIC
• TIFF ABIC BW
• TIFF G4 FAX FO
• TIFF JBIG
• TIFF G4 FAX STRIP
• TIFF JPEG7
• CCITT G3
• CCITT G4
• CCITT G4 FO
• CCITT G3 FO
• WINFAX
• NCR

File Name File names must agree with conventional ASCII standards. Refer to
www.asciitable.com
Other software Adobe Acrobat Reader 10.6+
Security RSA SecurID® token provided by Mastercard
Internet Speed Mastercard recommends 1.544 Mbps T1/DS1 or greater

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Mastercom User Guide • 5 March 2020 15
 Mastercom System

Chapter 2 Mastercom System

This section explains how to implement Mastercom®.

Preparing for the Mastercom System.............................................................................................17

Accessing Mastercom from Mastercard Connect........................................................................... 17
Possible Role Combinations...........................................................................................................18
Provision Users..............................................................................................................................19
Billable ICA Number Exception................................................................................................. 22

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Mastercom User Guide • 5 March 2020 16
 Mastercom System
Preparing for the Mastercom System

Preparing for the Mastercom System

The Mastercard® Connect Security Administrator (SA) acts as the liaison between Mastercard
and the customer to coordinate the implementation of the Mastercom™ system.
The SA helps to ensure that all processes are performed consistently within documented rules
and regulations for retrieval and chargeback procedures, debit procedures, case filing
procedures, Mastercom Image Review, and Mastercard rules and policies.
The Mastercom system provides management information system reports, such as eStats
reporting, to aid in this process. In addition, other PC reports are available to help the security
administrator use the Mastercom system efficiently. See Reports for more information.
Mastercard assigns a representative to coordinate installation, testing, and cut over when
implementing Mastercom APIs. No testing is required for manual user interface processing. A
Mastercard representative will coordinate an implementation date for Mastercom.
The security administrator has administrative responsibility for coordinating all facets of the
Mastercom system.
This includes, but is not limited to, the following:
• Arranging installation of required customer communication links between the client and
server using the Mastercard Connect system
• Coordinating programming and systems efforts if necessary
• Coordinating installation and testing (only required for Image Interface users)
• Reviewing activity and fees through reports
• Providing access to individual users and API access. (For API production access, refer to
Appendix C.)

Accessing Mastercom from Mastercard Connect

Users with access to Mastercard® Connect can request access to Mastercom™ through the
Store on Mastercard Connect Website. To begin using Mastercom, follow these steps.

About this task

Before implementing Mastercom, customers must have access to and meet the technical
requirements for Mastercard Connect, register for the Mastercom application using the
Connect Store on Mastercard Connect.
New customers should go to Mastercard Connect, and click Sign Up.
Existing Mastercom customers should go to Mastercard Connect (use this URL:
www.mastercardconnect.com) and sign in with their User ID and PIN/SecurID.
Mastercard Connect Support
U.S. only: 1-800-999-0363

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Mastercom User Guide • 5 March 2020 17
 Mastercom System
Possible Role Combinations

Spanish language support: 1-636-722-6292

All other customers: 1-636-722-6636
To register for Mastercom, follow these steps.

Possible Role Combinations

In Mastercard Connect, Mastercom users must request provisioning for certain roles to gain
access to Mastercom.
Mastercard Connect sorts Mastercom roles into two role groups.
• Mastercom Hosted roles offer users access to basic functionality in Mastercom.
• Mastercom Pro roles offer users access to enhanced functionality in Mastercom.
Users may request access to roles in one role group only—either the Mastercom Hosted role
group or the Mastercom Pro role group. In addition, users must observe other restrictions
when requesting roles. For additional information about role combinations, refer to the
following tables.

Table 1: Mastercom Hosted Role Group

Role Description Notes

Mastercom Hosted Grants access to Claims Manager Users at issuers, acquirers, and
Claims Manager functionality in user interface (UI) processors that have migrated to
Hosted Claims Manager must
request this role.
Users requesting this role must
also request the Mastercom
Hosted role.

Mastercom Hosted Grants access to legacy Dispute All Mastercom Hosted users must
Resolution functionality in UI select this role.

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Mastercom User Guide • 5 March 2020 18
 Mastercom System
Provision Users

Table 2: Mastercom Pro Role Group

Role Description Notes

Mastercom Pro Claims Grants access to enhanced Claims Users at issuers, acquirers, and
Manager Manager functionality in UI processors that have migrated to
Pro Claims Manager must request
this role.
Users requesting this role must
also request the Mastercom Pro
role (for creating and responding
to chargebacks), the Case Filing
Pro role (for case filing), or both.

Mastercom Pro Grants access to enhanced legacy

Dispute Resolution functionality in UI
Case Filing Pro Grants access to case filing functionality
to initiate and respond to case filings in
UI
Mastercom API Enables user onboarding for application Users wanting API access to
programming interface (API) functionality Mastercom should request this
role and no other roles.

NOTE: Mastercard has created the Mastercom API to replace Image Interface. Mastercard is
not onboarding any additional issuers, acquirers, or processors for Image Interface.

Provision Users
Users follow this procedure to request provisioning. After provisioning is complete, users
should be able to view ICA numbers and BINs for which they are provisioned.

About this task

Before implementing Mastercom, customers must have access to Mastercard Connect.
• New customers should go to Mastercard Connect and click Sign Up to register for a
Mastercard Connect account.
• Existing Mastercom customers should go to Mastercard Connect and sign in with their user
IDs and credentials.

NOTE: A processor that has made an agreement with its customer to use that customer’s
billable ICA number for Mastercom should see the Billable ICA Number Exception section the
first time that the processor accesses Mastercom on behalf of its customer.

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Mastercom User Guide • 5 March 2020 19
 Mastercom System
Provision Users

Procedure
1. From the Mastercard Connect homepage, click Store.

2. Click Apps.

3. In the search bar underneath the Apps tab, type Mastercom. Results appear as you type.

4. Locate the Mastercom application.

5. Click Order. An Order Details view opens.

NOTE: Existing users should click Edit instead of Order.

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Mastercom User Guide • 5 March 2020 20
 Mastercom System
Provision Users

6. Click the checkboxes to select the applicable role or roles for your position. A Select Data
link appears underneath some roles that you select.

NOTE: Users must follow certain rules when selecting roles. See the Possible Role
Combinations section for details about role combinations.

NOTE: Users requesting provisioning for the Mastercom API role should not request access
to any other roles.

7. Click the Select Data link that appears under your first role. A window opens to display
ICA numbers or BINs.

NOTE: ICA numbers that appear in orange have BINs underneath them. Click the orange
ICA numbers to view the BINs underneath them.

8. Select the ICA numbers and BINs to which your role needs provisioning by clicking the
checkbox next to the applicable ICA or BIN number.

NOTE: Users selecting the Case Filing role see only ICA numbers and not BINs for that role.

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Mastercom User Guide • 5 March 2020 21
 Mastercom System
Billable ICA Number Exception

NOTE: Users selecting the Hosted Claims Manager role or Pro Claims Manager role do not
select ICA numbers or BINs for those roles. Users must select additional roles to select ICA
numbers and BINs under the additional roles.
9. Click Add.
10. Select ICA numbers and BINs using the process described previously for any remaining
roles with the Select Data link.
11. Scroll to the bottom of the Order Details view. Select a billable ICA number from the
dropdown menu in the Select Billing ICA field.

NOTE: This field does not appear in MTF.

12. Click Place Order. An Order Confirmation screen appears. You may print the order
confirmation or track the order from this screen.

Results
The following results occur after a user places an order:
• The user receives an e-mail acknowledging the order.
• The order is routed to the user’s security administrator for approval. If the ICA numbers or
BINs that the user requested do not belong to the user’s company, the order is then routed
to the security administrator of the company that owns the ICA numbers and BINs.
• After the applicable security administrators approve, the order is routed to Mastercard for
approval. Claims Manager is available immediately upon Mastercard approval. Dispute
Resolution is available 24 hours after Mastercard approval.

NOTE: Time to complete the provisioning approval process varies based on the response time
of security administrators. Mastercard does not control that part of the provisioning approval
process.

Billable ICA Number Exception

Some processors have agreements with their customers to use their customers’ billable ICA
numbers for Mastercom.

Background
Mastercom requires a user to select a billable ICA number from a dropdown menu when a
user requests provisioning for roles. Most issuers, acquirers, and processors use their own
billable ICA numbers.

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Mastercom User Guide • 5 March 2020 22
 Mastercom System
Billable ICA Number Exception

However, some processors have agreements with their customers to use their customers’
billable ICA numbers. A processor and its customer with such an agreement need to
communicate the agreement to Mastercard before Mastercard makes an exception for the
processor to use its customer’s billable ICA number.

Process
To grant a processor access to an issuer’s or acquirer’s billable ICA number in Mastercom, the
processor must take two actions:
1. Inform Global Customer Service of the processor’s request.
2. Instruct the issuer or acquirer to send an email with written permission to
[email protected]. Written permission should use the following form.

Subject line of e-mail Permission for processor to use billable ICA number in Mastercom
Body of e-mail __________ (Name of billable ICA number owner along with Mastercard
customer ID number) gives its permission to users of __________ (Name of
processor along with Mastercard customer ID number) to use Mastercom
with __________ (billable ICA number).

NOTE: Once Mastercard grants permission to the processor to use the billable ICA number, the
processor must submit the provisioning request by 23:59 St. Louis, Missouri, USA time that
same day.

NOTE: Subsequent users from the same processor are able to use the same billable ICA
number to provision their users for that issuer or acquirer.

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Mastercom User Guide • 5 March 2020 23
 Mastercom Application

Chapter 3 Mastercom Application

This chapter explains how the Mastercom application is laid out and the usage of each of the
primary tabs.

Mastercom Application Overview..................................................................................................30

Mastercom Collaboration......................................................................................................... 30
Mastercard Merchant Refund Process.................................................................................. 32
Claims Manager....................................................................................................................... 33
Claims Manager—Transactions and Claims ......................................................................... 34
View a Summary of a Transaction....................................................................................34
Create a Claim................................................................................................................ 36
Find a Claim Using Views................................................................................................ 38
View a Claim...................................................................................................................39
View Transaction Details..................................................................................................39
Descriptions of Views...................................................................................................... 40
Export a List of Claims.....................................................................................................41
Filters...................................................................................................................................42
Filters and Dashboards.................................................................................................... 42
Find a Claim Using Filters............................................................................................ 42
Create a Filter............................................................................................................. 42
Filter Fields............................................................................................................. 43
Delete a Filter............................................................................................................. 44
View a Dashboard........................................................................................................... 44
Create a Dashboard....................................................................................................45
Edit a Dashboard........................................................................................................ 46
Delete a Dashboard.................................................................................................... 46
Add Filters, Dashboard, or View to the Favorites Menu............................................... 46
Claims Manager—Dispute Events........................................................................................ 47
Create a Retrieval Request...............................................................................................47
Process Fulfillment...........................................................................................................48
Create First Chargeback.................................................................................................. 49
Accept a Chargeback...................................................................................................... 50
Initiate Representment.................................................................................................... 51
Accept Representment.................................................................................................... 51
Initiate Arbitration Chargeback....................................................................................... 51
Accept Arbitration Chargeback....................................................................................... 52
View Event Details of a Claim..........................................................................................52

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Mastercom User Guide • 5 March 2020 24
 Mastercom Application

Discard or Reverse an Event.............................................................................................53

Close a Claim..................................................................................................................53
Resubmit Rejected Transactions....................................................................................... 54
Commit Worked Items—Verified Records.............................................................................54
Dispute Resolution................................................................................................................... 55
Open Views......................................................................................................................... 55
Mastercard Views............................................................................................................56
My Views................................................................................................................... 58
Manage Views............................................................................................................59
Alerts and Advisories .......................................................................................................... 59
Data Retention Time Frames............................................................................................60
Memo Field.....................................................................................................................61
Chargeback Documents Research....................................................................................62
Chargeback Summary Research.......................................................................................62
Export Options................................................................................................................ 62
Print Options...................................................................................................................63
Transaction Life Cycle – Mastercom Pro Only................................................................... 64
Transaction Life Cycle Locations—Pro Licensed Users Only............................................... 66
Sort Options........................................................................................................................ 67
Simple Sort..................................................................................................................... 67
Multiple Sort – Dispute Resolution...................................................................................67
Moving Columns.............................................................................................................68
Perform Undo Processing—Dispute Resolution.....................................................................68
Commit Process................................................................................................................... 69
Retrieval Acquirer Processing................................................................................................69
Retrieval Acquirer Processing........................................................................................... 69
Retrieval Process Flow......................................................................................................69
Retrieval Request Acquirer Unworked..............................................................................70
Acquirer Response Code Descriptions..............................................................................71
About IIAS Retrieval Processing—U.S. Region Only.......................................................... 72
IIAS Acquirer Response Codes.....................................................................................72
Match a Retrieval Request Record with an Image.............................................................73
Fulfill a Request Record with Invalid Code A, B, C, or E....................................................74
Verify Your Work.............................................................................................................74
Retrieval Request Acquirer Worked..................................................................................74
Review Image Review Decisions.......................................................................................75
Acquirer—Reducing Image Review Occurrences.............................................................. 75
Retrieval Issuer Processing.................................................................................................... 76
Retrieval Issuer Processing............................................................................................... 76

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Mastercom User Guide • 5 March 2020 25
 Mastercom Application

Retrieval Issuer Processing View.......................................................................................77

Retrieval Request Issuer Unworked............................................................................. 77
Retrieval Request Issuer Worked................................................................................. 79
Accept and Reject Documents and Transactions with Invalid Codes................................. 79
When Should the Issuer Reject an Image?...................................................................79
Image Review............................................................................................................. 80
What Should Be Done with Substitute Drafts?............................................................ 80
Responding to Codes F, G, H—U.S. Region Only......................................................... 81
About IIAS Retrieval Processing—U.S. Region Only......................................................81
IIAS Acquirer Response Codes................................................................................ 81
When Should the Issuer Accept an Image?................................................................. 82
Accept Remaining Documents and Unfulfillable Requests, Codes D and E...................82
Verify Your Work.............................................................................................................82
Retrieval Request Issuer Worked...................................................................................... 83
Retrieval Requests and Fulfillments.......................................................................................83
Overview.........................................................................................................................84
Issuer’s Right to Request a Transaction Information Document.........................................84
Retrieval Request Fulfillment Statuses.............................................................................. 84
Acquirer’s Obligation to Provide a Transaction Information Document..............................85
Mastercom Processing.....................................................................................................85
Acquirer’s Retrieval Request Response.........................................................................85
Time Frame for Fulfilling a Retrieval Request .............................................................. 86
Fulfillment Types......................................................................................................... 86
Requirements for a Substitute Draft............................................................................ 87
Substitute Draft for Card Not Present Transaction...................................................87
Draft for Vehicle Rental Transaction........................................................................88
Substitute Draft for Airline and Passenger Railway Transaction............................... 88
Substitute Draft for Lodging Transaction................................................................ 89
Substitute Draft for Cardholder-Activated Terminal Transaction...............................89
Substitute Draft for Parking Lot Transaction............................................................89
Substitute Draft for Chip-Read Transaction.............................................................90
Substitute Draft for Contactless Transit Transaction................................................ 90
Retrieval Request Fulfillment Procedure........................................................................... 90
Image Review Guidelines for Rejecting Fulfillments.......................................................... 91
Mastercom Image Review Reject Codes...................................................................... 91
Guidelines for Rejecting for “P” (Primary Account Number Missing/Illegible)............... 92
Guidelines for Rejecting for “A” (Transaction Amount Missing/Illegible)...................... 92
Guidelines for Rejecting for “O” (Other—Missing Information on Substitute Draft).....92
Memo Field................................................................................................................ 92

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Mastercom User Guide • 5 March 2020 26
 Mastercom Application

Image Review Guidelines for Rejecting Acquirer’s Response Codes.................................. 93

Mastercom Image Review Decisions................................................................................ 94
Reading the Image Review Decision................................................................................ 94
Settlement...................................................................................................................... 94
User Provided Settlement Date for Argentina and Uruguay......................................... 95
Fulfillment Fees............................................................................................................... 99
Fee Generation.........................................................................................................100
Chargeback Sender Processing.......................................................................................... 101
Chargeback Overview................................................................................................... 101
Benefits of Mastercom Chargeback Documentation...................................................... 101
Chargeback Documentation Process Flow..................................................................... 101
Sender Transactions by Cycle.........................................................................................102
Chargeback Sender Worked..........................................................................................103
Research No Matches Found......................................................................................... 103
Chargeback Receiver Processing........................................................................................ 104
Chargeback Receiver Processing.................................................................................... 104
Chargeback Receiver Report..........................................................................................104
Chargeback Receiver Worked........................................................................................104
Debit Sender Processing.....................................................................................................105
Debit Sender................................................................................................................. 105
Benefits of Processing Debit Exception Items................................................................. 105
Debit Process Flow........................................................................................................ 105
Debit Chargeback Sender Unworked.............................................................................106
Attach Documents to Chargeback Records....................................................................106
Debit Chargeback Sender Worked.................................................................................107
Debit Receiver Processing...................................................................................................108
Debit Receiver............................................................................................................... 108
Benefits of Processing Debit Exception Items................................................................. 108
Debit Process Flow........................................................................................................ 108
Chargeback Receiver Debit............................................................................................109
Debit Chargeback Receiver Unworked...........................................................................109
Debit Chargeback Receiver Worked...............................................................................110
Fee Collections.................................................................................................................. 110
Outgoing and Incoming Fee Collection Messages..........................................................110
Outgoing Fee Collection Messages........................................................................... 110
Incoming Fee Collection Messages............................................................................111
Creating a Fraud and Loss Database Record (SAFE)...............................................112
Case Filing......................................................................................................................... 113
About Mastercom Case Filing........................................................................................113

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Mastercom User Guide • 5 March 2020 27
 Mastercom Application

Sender Responsibilities.................................................................................................. 113

Receiver Responsibilities................................................................................................ 114
Time Frames for Case Filing...........................................................................................114
Status Icons...................................................................................................................115
Case Filing Sender View................................................................................................ 116
Case Filing Receiver View.............................................................................................. 117
Export Options for Case Filing Details............................................................................ 118
Print and Export Options for Case Filing Details............................................................. 119
Case Filing Procedures for Pre-arbitration...................................................................... 119
Pre-arbitration.......................................................................................................... 119
Receiver Pre-arbitration.............................................................................................120
Case Steps for Claims Manager ............................................................................... 120
File a Pre-Arbitration Case for Dual Message System Disputes .................................. 120
Sender Filing a Pre-arbitration Case...........................................................................123
Pre-arbitration—Accept or Reject Instructions........................................................... 124
Escalating Pre-arbitration to an Arbitration Case....................................................... 125
Case Filing Procedures for Arbitration............................................................................125
Arbitration Cases......................................................................................................125
Receiver Arbitration.................................................................................................. 125
File an Arbitration Case............................................................................................ 125
Sender Filing an Arbitration Case.............................................................................. 127
Escalation of an Arbitration—Sender Add Documentation........................................ 127
Escalation of an Arbitration—Receiver Add Documentation...................................... 128
Arbitration—Receiver Accept or Reject Instructions................................................... 128
Case Filing Procedures for Pre-compliance..................................................................... 129
Receiver Pre-compliance........................................................................................... 129
Filing a Pre-compliance Case.....................................................................................129
Sender Filing a Pre-compliance Case......................................................................... 130
Escalating a Pre-compliance to a Compliance Case................................................... 131
Escalation to a Compliance—Sender Add Documentation........................................ 131
Escalation to a Compliance—Receiver Add Documentation...................................... 132
Case Filing Procedures for Compliance.......................................................................... 132
Receiver Compliance Cases.......................................................................................132
Filing a Compliance Case..........................................................................................132
Sender Filing a Compliance Case.............................................................................. 133
Case Filing Responses....................................................................................................134
Pre-arbitration and Arbitration Cases........................................................................ 134
Pre-compliance Cases............................................................................................... 135
Compliance Cases.................................................................................................... 136

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 Mastercom Application

Expedited Billing Dispute Forms.............................................................................................. 136

Processing Expedited Billing Dispute Forms........................................................................ 137
Advanced Filter ..................................................................................................................... 138
User Preferences ....................................................................................................................138
Simple Filter .......................................................................................................................... 140

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 Mastercom Application
Mastercom Application Overview

Mastercom Application Overview

Mastercom is a tabbed based application. Each tab is defined by the functions of the platform
for which you are using.
The majority of all users will see two primary tabs at the top left corner of the application
window: Claims Manager and Dispute Resolution. Those descriptions are described in this
section.

NOTE: The Mastercom application continues to evolve into a full dispute processing platform;
therefore, as the evolution happens, additional tabs will be shown for users that are licensed
and provisioned for the additional functions of Mastercom.

Mastercom Collaboration
Mastercom Collaboration facilitates chargeback avoidance and cost reduction for issuers,
acquirers, and merchants.
Through direct communication with merchants and faster resolution, issuers can increase the
number of recovered disputes, avoid losses and increase productivity. Likewise, merchants can
benefit from this interaction as they receive real-time data insights of fraudulent chargebacks
to support their just-in-time shipping decision and respond to consumer inquiries prior to
formal chargeback cycles and funds movements.
Specifically, collaboration benefits everyone by helping to:
• Reduce formal chargeback volumes, losses, and associated back-office costs.
• Lessen costly chargeback cycles and processing time by pre-empting disputes from
advancing to chargebacks.
• Shorten resolution periods, potentially solving disputes in hours or days instead of weeks or
months.
• Avoid losses with real-time account data insights and chargeback data visibility that
supports just-in-time shipping decisions.
• Reduce costs from third-party service providers.
• Improve the consumer experience and loyalty.
Before the chargeback process takes place, issuers have to participate in collaboration. To
facilitate the collaboration process, there are two different options:
• Option 1: Direct to Ethoca (preferred):
Issuers that choose to go direct-to-Ethoca should send all disputes, regardless of their POS
entry mode, to Ethoca first to ensure no impact incurs during Mastercom Collaboration.
Mastercard and Ethoca have controls in place to ensure that transactional volume has gone
through the direct-to-Ethoca participation. For those that are direct-to-ethoca, when a
chargeback is raised within Mastercom, these control will allow those transactions to move
through the normal chargeback lifecycle. .
Issuers should note that disputes that are not sent to Ethoca that are sent to Mastercom
could be resolved within Mastercom collaboration. Please ensure if you are connected

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 Mastercom Application
Mastercom Collaboration

direct-to-ethoca, all disputes should go through Ethoca prior to creating the chargeback
within Mastercom. Otherwise you will need to ensure you are prepared to manage the
5000 reject that Mastercom generates when a dispute is resolved via Ethoca. Refer to:
http://www.ethoca.com for further information and contact details for direct to Ethoca
inquiries.
• Option 2: Mastercom facilitated collaboration through Pausing of the Chargeback
When the issuer initiates the first Chargeback and clicks ‘submit’ the pause time begins.
The pausing of the first cycle chargeback will be no greater than 24 hours. At this point in
time, the chargeback remains in a pending state until a response is received from the
merchant network. The merchants that are participating in the Ethoca network are
incentivized to respond within a matter of minutes to the inquiry request coming from
either direct to Ethoca issuers or the Mastercom issuers. Customers should expect a
response for over 95% of their chargeback volumes from participating merchants within
the first hour. This response is identified as a status change in the chargeback record.

Table 3: Status Change Indicators

Dispute Event Timeframe (guide) Dispute Status

Creation of first Chargeback Pause Begins (up-to-24 hrs) Pending
• Merchant Match Pause Ends • Rejected (5000 Message
• Merchant Not Participating code)
• Processed (formal
Chargeback begins)

GCMS Reject Up to one business day Rejected (GCMS Reject Codes)

GCMS Process Successful Up to one business day Processed

Data Elements used for matching criteria between Ethoca and Mastercom:
• The amount and currency of the dispute is the Chargeback Amount (DE4) and Currency
Code (DE49) combination.
• For merchant refunds and their associated data elements, refer to IPM Clearing Formats in
the Publications product on Mastercard Connect.

Data Element Description

DE 4 Chargeback Amount
DE 49 Chargeback Currency

Collaboration differs from the formal chargeback process. Verify your back-office systems
align to ensure there are no holding provisional credits or loans as this is not considered a
formal chargeback in this stage.

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 Mastercom Application
Mastercard Merchant Refund Process

Customers that are holding out a provisional credit and are coded for a financial response
from Mastercard will need to adjust this process moving forward. When the merchants
provide a credit or refund, they should work through their acquirer and then the acquirer
issues the credit through the normal TC 20 process. Given this process, there is no easy way of
gathering the acquirer credit/refund, as it will not map back to the original transaction.
Mastercard suggests adjusting the chargeback counter for the pause for 24 hours, utilize the
5000-reject message code and storing that information as a way to identify that the credit is
applied from the merchant. By creating a control around the 5000-reject reason code this
allows your backoffice and financial systems to evaluate that the credit was received, so the
issuers can adjust the book of record and remove the pre-chargeback funds from the
chargeback provisional credit.
Other suggestions during this phase of collaboration, in the event that the pre-chargeback
process is successful in resolving, issuers should change their back office process to process
unmatched refunds to cardholder statements later in the second cycle—by doing this the
issuer will be able to avoid duplication of the credit to the cardholder.

NOTE: If the issuer is participating in another network collaboration process this does not
meet the requirements of mastercard and any transaction that does not go through Ethoca or
Mastercom Collaboration, will be required to go through Mastercom Collaboration.

Transaction information for reconciliation will be shown on the TQR4 report and T5G2 report.
For further information, refer to the Reconciliation section within this manual.

Mastercard Merchant Refund Process

In exceptional cases, a merchant agrees to credit the disputed amount to an issuer, but the
issuer does not receive the credit.
After a merchant agrees to provide a credit to the issuer during collaboration, Mastercom
rejects the first chargeback with a reject reason code of 5000. If the issuer does not receive a
credit 20 days after the merchant agrees to provide the credit, the issuer may take further
action on the claim.

Refund Process When Issuer Still Has Chargeback Rights for the Claim
The issuer may create a new first chargeback on the claim under these circumstances as an
exception process. Using the Mastercom user interface (UI) or application programming
interface (API), the issuer creates a chargeback and indicates that the chargeback is the result
of the missing credit.
UI users should refer to Create First Chargeback for more details.
API users should refer to Mastercard Developer Zone for more details.

NOTE: The functionality in the UI and API to create a new first chargeback is available starting
on 20 April 2020. Use the process described in the section below before that time.

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 Mastercom Application
Claims Manager

Refund Process When Chargeback Rights Have Lapsed for the Claim
If the issuer does not receive a credit 20 days after the merchant agrees to provide the credit
and the issuer’s chargeback rights have lapsed during the wait, the issuer should not create a
Fee Collection message. Instead, the issuer contacts Global Customer Service to investigate.
When Global Customer Service confirms the issuer’s rights to the credit, at the end of the
month, Mastercard credits the issuer and debits the acquirer.
Issuers and acquirers then take the following actions.
• The issuer processes the credit to the appropriate cardholder.
• The acquirer processes the debit to the appropriate merchant.

NOTE: For normal chargeback processing rules, please refer to the Chargeback Guide in the
Publications product on Mastercard Connect™.

NOTE: For transactions involving a currency conversion, merchants should work with their
acquirers to determine the currency conversion rate for the date of the settled transaction.
For more information on currency conversion, refer to the Global Clearing Management
System Reference Manual in the Publications product on Mastercard Connect™.

Billing Event Details

If Global Customer Service confirms that the issuer has not received the credit, at the end of
each month, Mastercard credits the issuer and debits the acquirer using billing event code
2MS2300 Miscellaneous Items MS. The issuer and acquirer see the billing event code on the
Mastercard Consolidated Billing System (MCBS) report.

Claims Manager
The work that is done within Claims Manager is for Dual Message Transactions; that is, credit
or signature based and bridged transactions, or both, being processed through our GCMS
(Global Clearing Messaging System).
All Mastercom transactions for dual message transactions are initiated through Mastercom
Claims Manager (either through the User Interface or the Mastercom API’s). A claim is the
relationship between a single transaction and the claim itself. Claims will not have multiple
transaction associated with an individual claim id. A claim will also consist of multiple dispute
events.
For information about the API offering, refer to the Mastercom Developer Zone at URL:
https://developer.mastercard.com.
Information about the dispute events and how to use them are discussed in later chapters.
Possible Dispute Events:
• Retrieval Request
• Collaboration Event (pre-chargeback)
• Full Chargeback (All cycles)
• Partial Chargeback (All cycles)

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Mastercom User Guide • 5 March 2020 33
 Mastercom Application
Claims Manager—Transactions and Claims

• Case Filing (Pre-Compliance, Compliance, Pre-Arbitration, Arbitration)

• Reporting to the Fraud and Loss Database (Optional Service Offering)
• Dispute related Fee Collection Messages

Claims Manager—Transactions and Claims

The following section provides information about transactions and claims when using
Mastercom™ Claims Manager.
View a Summary of a Transaction
Find information on transactions to dispute.

Procedure
1. Click Apply Action, and then click Transaction Summary Search.
The Transaction Summary Search window appears.
2. Search for a transaction to dispute. Mastercom retrieves transactions normally when the
clearing occurs within 150 days of authorization. For the system to find the correct
transaction, the following information is required:
– Account number—the primary account number (PAN).
– Transaction Date—the range within which the transaction occurred.

NOTE: Date ranges must span 30 days or fewer. The date range must start within the
past 730 days.

NOTE: To find late presentments and Brazilian installment transactions, complete the
Acquirer Reference No. field with an acquirer reference number (ARN) in addition to
the Account Number field and Transaction Date fields. For these transactions, use the
clearing date associated with the ARN as the transaction date.

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Mastercom User Guide • 5 March 2020 34
 Mastercom Application
View a Summary of a Transaction

3. Click Submit.
Transactions that satisfy the filter criteria appear.
4. Click the row that contains the transaction you want to view.

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Mastercom User Guide • 5 March 2020 35
 Mastercom Application
Create a Claim

Results
Authorization and clearing summaries appear on the bottom of the page.

Create a Claim
Investigate a transaction and create dispute events with claims.

About this task

All dispute events for a transaction are contained in a single claim. Search the system by claim
to find dispute events and details for a transaction.

Procedure
1. On the main menu, click Apply Action, and then click Transaction Summary Search.
2. Search for a transaction to dispute. For the system to find the correct transaction, the
following information is required:
– Account number—the personal account number (PAN)
– Transaction start date—the start date of the transaction

NOTE: The date must occur within the last 365 days.
– Transaction end date—the end date of the transaction

NOTE: Dates must occur on or before today’s date. Date ranges must span between 30
days or less. The system will automatically adjust the Transaction end date within 30
days of the Transaction start date.
3. Click Submit.
A list of transactions will appear based off the transactional search criteria entered. An
indicator at the top left corner of the Transaction Search Results tab will show that the
"Search returned ### records." (Where ### is the total number of transactions returned
by the query.)
4. Click on the row that contains the transaction you want to dispute.
5. To create a claim for this transaction, click Apply Action, and then click Create Claim.
The Create Claim window appears.
6. To confirm your action, click Submit.

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Mastercom User Guide • 5 March 2020 36
 Mastercom Application
Create a Claim

The Claim Editor appears.

Results
The Claim Editor displays a subset of authorization and clearing transaction information. To
view transaction details, click View Original Transaction Details. A new tab opens with all
the available Authorization Details and Clearing Details. For those data elements, which can
be expanded, there is a right arrow. Click on the arrow to expand the data within that data
element. Continue to expand the arrow to get to the function code (where applicable). Once
done with the Original Transaction Details. Close the Original Transaction tab to return to the
claim tab.

What to do next
To dispute the transaction, click Apply Action, and then click an option. Options depend on
the state of the claim.
To process the claim later, close the Claim Editor. The state of the claim switches to Pending.
Options Typically available at this stage:
• Create Chargeback
• Create Fraud and Loss Database Report (formerly SAFE)
• Create Retrieval Request
• Create Collection Message
• Close Claim
• Create Dispute Form (Expedited Billing Dispute Form)
• Create Case

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 Mastercom Application
Find a Claim Using Views

Find a Claim Using Views

Views sort claims by the claim’s state.

About this task

The system organizes claims by dispute cycle (Retrieval, Chargeback, Representment and Case
Filing) and worked or unworked status. To organize claims by your own criteria, refer to the
section Find a Claim Using Filters.

Procedure
1. Click Manage Views.
2. Click one of the following options:
– Acquirer Arbitration Chargeback Unworked
– Acquirer First Chargeback Unworked
– Acquirer Retrieval Request Unworked
– Acquirer Worked
– Closed
– Fee Collection Unworked
– Issuer Retrieval Request Unworked
– Issuer Re-presentment Unworked
– Issuer Worked Pending

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Mastercom User Guide • 5 March 2020 38
 Mastercom Application
View a Claim

– Pending Documentation
– Receiver Case Filing
– Rejects
– Sender Case Filing
– Miscellaneous Fees

Results
Claims appear organized by claim state in the view.
View a Claim
How to view details on a claim, such as transaction information and event history.

Procedure
1. Find the claim you want to view. For more information, refer to Find a Claim Using Views
or Find a Claim Using Filters.
2. To view a claim, do one of the following options:
– Double-click the row that contains the claim you want to view.
– Click the row that contains the claim you want to view, click Apply Action, and then
click Open/show Claim.

Results
The claim opens in the Claim Editor.
View Transaction Details
To view authorization and clearing details on a transaction, open a claim in the Claim Editor.

Before you begin

Create a claim. For more information, refer to Create a Claim.

Procedure
1. Open the claim that contains the transaction you want view. For more information, refer
to View a Claim.
2. Click the View Original Transaction Details link.

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 Mastercom Application
Descriptions of Views

Results
Authorization and clearing details for the transaction appear.
Descriptions of Views
Description of the type of claims found in each view.

View Description
Acquirer RR Unworked Displays retrieval requests initiated by an issuer.
Provide the required documentation or mark the
claim as Processed. The claim moves to Acquirer
Worked view
Issuer RR Unworked Displays fulfillment from an acquirer. Accept or
Reject the documentation provided. Accepted
claims move to Issuer Worked view. Rejected
claims move to the Dispute Resolution
Management team for image review.

Acquirer First CB Unworked Displays first chargeback initiated by an issuer.

Respond with re-presentment or mark the claim
as Processed. The claim moves to Acquirer
Worked view.

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 Mastercom Application
Export a List of Claims

View Description
Issuer Re-presentment Unworked Displays representment from an acquirer. Respond
with arbitration chargeback or mark the claim as
Processed. The claim moves to Issuer Worked
view.
Acquirer Arbitration CB Unworked Displays arbitration chargeback raised by an issuer.
Move for Case Filing or mark the claim as
Processed. The claim moves to Acquirer
Worked view.
Issuer Worked Displays all claims worked by an issuer.
Acquirer Worked Displays all claims worked by an acquirer.
Pending Displays all claims created by an issuer with no
action taken.
Rejects Displays all submitted claims that GCMS rejected,
including merchant rejections.
Closed Displays all closed claims.
Claims List The default view. Displays all open claims.

Export a List of Claims

Export a list of claims to reference offline.

About this task

The system allows you to export content from a view.

Procedure
1. Open a view. For more information, refer to: Find a Claim Using Views or Find a Claim
Using Filters.
2. Click the Export icon.
The Export Table window appears.
3. Format the data in the export:
– Comma—values are separated with a comma
– Space—values are separated with a space
– Semicolon—values are separated with a semicolon
4. Complete the rest of the information.
5. Click OK.

Results
The system creates a .csv file. Open the file or save the file to your computer.

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 Mastercom Application
Filters

Filters
A filter can be applied to show only those fields that have errors or warnings. These filters can
be selected from the view menu, or by selecting the appropriate Toolbar icon.
Filters and Dashboards
The following provides information about filters and dashboards when using Mastercom™
Claims Manager.
Find a Claim Using Filters
Search for a claim with a defined filter.

About this task

Provides a set of predefined filters or users can create and save personalized filters.

Procedure
1. Click Dashboard/Filters, and then click one of the following options:
– To use a Mastercard filter, click, Mastercard Filters.
– To use a personalized filter, click My Filters.

2. Select a filter from the list.

Results
The system displays claims that fit the filter criteria.
Create a Filter
Create your own filter by defining filter criteria.

Procedure
1. Click Dashboard/Filters, and then click New Filter.
The Filter Query tab appears.
2. Enter the filter criteria in each of the fields.
3. Select one of the following options:
– To run the filter, click the Run icon.
– To save the filter, click the Save icon.

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Mastercom User Guide • 5 March 2020 42
 Mastercom Application
Filter Fields

4. When you saved the filter, in the Filter Name box, enter a name, and then click Submit.

Results
Saved filters appear in My Filters.
Filter Fields
Filtering claims using the following parameters.

Field
Primary Account Number
Claim Manager ID
Chargeback Reference Number
Issuer Side, Acquirer Side, or both
Claim Creation Period
Claim Due Period
Claim Last Modification Period
Acquirer BIN

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 Mastercom Application
Delete a Filter

Field
MCC
Merchant ID
Terminal ID
Progress State
Open, Closed, or both
Closed Since (days)
From Date
To Date
Amount From
Amount To
Currency
Claim Queues

Delete a Filter
When you no longer need the filter, you can delete it.

Procedure
1. Click Dashboard/Filters, click My Filters, and then select a filter from the list.
The system runs the filter. Claims appear in a new tab.
2. Click the Delete icon.
The Delete Confirmation window appears.
3. Click Yes.

Results
The system removes the filter from My Filters.
View a Dashboard
The dashboard gives a graphical overview of information in the system.

About this task

Use dashboards to identify urgent activities.

Procedure
1. Click Dashboard/Filters, and then click My Dashboards.
2. Select a dashboard from the list.
The dashboard appears in a new tab.
3. To view more data about each widget, double-click the widget.

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 Mastercom Application
Create a Dashboard

A subset of data appears in a new tab.

Create a Dashboard
Create a dashboard by defining dashboard criteria.

Procedure
1. Click Dashboard/Filters, and then click New Dashboard.
The Dashboard Layout Gallery appears.
2. In the Choose the layout of your dashboard list, select an appropriate option, and
then click Submit.
The Dashboard layout appears.
3. To add a widget to you dashboard, click Choose widget.
4. In the Choose a widget from the gallery below list, select an appropriate option, and
then click Next.
The Widget Parameters window appears.
5. Complete the following options:
– Title—the title appears above the widget on your dashboard
– Description—the description appears after the title on your dashboard
– Filter Name—the filter that displays the data you want to appear in the widget
– Dashboard Parameter—the parameter to be used from widget data
– Transformation—the rules you want to apply to the dashboard parameter
6. Click Submit.
The Dashboard displays the widget, including the defined parameters.
7. To refresh the data in each widget, click Refresh.
8. To save the dashboard, click the Save icon.
The Save Dashboard window appears.
9. In the Dashboard Name box, enter the name of your dashboard.
10. To automatically refresh the data in each widget, select the Refresh periodically every []
minutes check box, and then enter a numeric value in the box.
11. Click Submit.

Results
The system saves your dashboard, including the widgets and parameters.

What to do next
To view the dashboard, click Dashboard/Filters, click My Dashboards, and then click the
dashboard from the list.

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 Mastercom Application
Edit a Dashboard

Edit a Dashboard
Edit a dashboard by removing the old widget and adding new widget.

About this task

You can only remove and add new widgets to a dashboard. To change the layout of your
dashboard, delete the dashboard and create a new one.

Procedure
1. Click Dashboard/Filters, click My Dashboards, and then click an option from the list.
The dashboard appears.
2. To edit the dashboard, on the widget, click Remove.
The system deletes the widget.
3. To add a new widget, click Choose Widget.
4. Edit the fields, and then click Save.
Delete a Dashboard
Remove a dashboard from the system.

Procedure
1. Click Dashboard/Filters, click My Dashboards, and then click an appropriate option.
The dashboard appears in a new tab.
2. To delete the dashboard, click the Delete icon.
A Delete Dashboard window appears.
3. Click Yes.

Results
The system deletes your dashboard.
Add Filters, Dashboard, or View to the Favorites Menu
How to personalize a Favorites menu item.

Procedure
1. On the main menu, do one of the following options:
– To open a filter, click Dashboard/Filters, click Mastercard Filters or My Filters, and
then select an option.
– To open a dashboard, click Dashboard/Filters, click My Dashboards, and then select
an option.
– To open a view, click Manage View, and then select an option.
2. To add the filter, dashboard, or view to your favorites menu, click the Star icon.

Results
On the main menu, click Favorites. Your selection appears in the list.

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 Mastercom Application
Claims Manager—Dispute Events

What to do next
To remove the selection from Favorites, open the filter, dashboard, or view and click the Star
icon again to clear it.

Claims Manager—Dispute Events

The following section provides information about dispute management when using
Mastercom™ Claims Manager.
Create a Retrieval Request
Use this task to request information from an acquirer about a transaction.

Before you begin

Create a claim for the transaction. For more information, refer to Create a Claim.

About this task

You can initiate a Retrieval Request for an acquirer to fulfill, refer to Retrieval Request section
in Chapter3, which outlines the usage of retrieval requests.

Procedure
1. Click Manage View, and then click Pending.
2. To create a Retrieval Request, click on the row that contains the claim you want to dispute,
click Apply Action, and then click Create Retrieval Request.
The Create Retrieval Request window appears.
3. In the Retrieval Request Reason Code list, select the appropriate option.

NOTE: For information about reason codes, refer to Chargeback Guide.

4. In the Document Required list, select the appropriate option.
5. Click Submit.

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 Mastercom Application
Process Fulfillment

Results
For issuers, the claim appears in the Issuer Worked view.
For acquirers, the claim appears in the Acquirer RR Unworked view.

What to do next
You can create a Chargeback at any time. The system does not require a retrieval request or
fulfillment to create a Chargeback.
Process Fulfillment
Description on how to send transaction information to fulfill a retrieval request.

Procedure
1. Click Manage View, and then click Acquirer RR Unworked.
2. To fulfill the request, click the row that contains the claim you want to fulfill, click Apply
Action, and then click Mark as Processed.

Results
For acquirers, the claim appears in Acquirer Worked view.
For issuers, the claim appears in Issuer RR Unworked view.

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 Mastercom Application
Create First Chargeback

Create First Chargeback

To dispute a transaction, create a First Chargeback.

Before you begin

Create a claim for the transaction. For more information, refer to Create a Claim.

Procedure
1. Find the claim that contains the transaction you want to dispute:
– For claims that contain a retrieval request, but no fulfillment, click Manage View, and
then click Issuer Worked.
– For claims that contain a retrieval request and fulfillment, click Manage View, and
then click Issuer RR Unworked.
– For newly created claims that contain no activity, click Manage View, and then click
Pending.
2. To create a First Chargeback, click the row that contains the claim you want to dispute,
click Apply Action, and then click Create Chargeback.
The Create Chargeback window appears.
3. In the Chargeback Reason Code list, select an appropriate option.
4. Proceed based on whether you are creating a first chargeback for the first time or creating
a new first chargeback after a merchant agreed to provide a refund during collaboration
and did not.
– If you are creating the first chargeback for the first time, select the appropriate option
from Document Indicator dropdown menu.
– If you are creating a new first chargeback for a refund missing after the collaboration
process, select 1 - Supporting documentation will follow from the Document
Indicator dropdown menu. Then click the Refund Not Received Checkbox.

NOTE: For additional information about refunds and the collaboration process,
including timeframes for creating a new first chargeback, see Mastercard Merchant
Refund Process.
5. In the Member Message Text list, select an appropriate option or enter a custom
message.
6. If Document Indicator is set to one where the document is required, you can add the
document by doing one of the following actions.
a. Click on the browse button.
b. Select the directory and folder of the location of the image for the chargeback.
c. Select one or more of documents and attach. (This action varies by operating system
and platforms.)
d. If applying more than one document to the chargeback, complete a documentation
check prior to submitting the chargeback.
The following checks are provided to ensure accuracy of the documents prior to
submission:

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 Mastercom Application
Accept a Chargeback

1. Document Count indicator is provided

2. Document names are provided
3. Document thumbnail (where moving the mouse pointer over the thumbnail) is support
is provided
7. To change the Chargeback Amount, select the Partial chargeback check box, and then
enter new values in the Amount field.
8. To complete the chargeback, click Submit.

Results
Once you have clicked Submit the chargeback process begins. Ensure that you are confident
with your decision prior to clicking Submit.
• At this time, the chargeback will be placed in a pending status.
• The chargeback pending status is no longer than 24 hours while we try to fulfill the dispute
as a pre-chargeback (collaboration) event.
• Once the merchant cycle has completed the chargeback will either be rejected with a reject
reason code of 5000 or moved to be processed (normal GCMS processing).
• Timing of the merchant cycle will vary (typically response times will be within 15 minutes to
one hour of submission).
• Merchants that do not respond within that period will be given up to 24 hours; at which
time, we will release the chargeback for normal processing.
• Once the status changes to processed, the chargeback is being processed within GCMS.
• If the chargeback does not pass the GCMS rules, then the chargeback will move from
processed status to rejected status with the appropriate reject code from GCMS.
For issuers, the claim appears in Issuer Worked view.
For acquirers, the claim appears in Acquirer First CB Unworked view.

NOTE: For more information about Edit Exclusions, refer to the Global Clearing Management
System Reference Manual.

Accept a Chargeback
Description of how to accept a Chargeback.

Procedure
1. Click Manage View, and then click Acquirer First CB Unworked.
2. Click on the row that contains the claim you want to accept, click Apply Action, and
then click Mark Item as Processed.

Results
For acquirers, the claim appears in Acquirer Worked view.

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 Mastercom Application
Initiate Representment

Initiate Representment
Description of how to initiate Representment.

About this task

Acquirers can initiate Representment to respond to or pursue the Chargeback.

Procedure
1. Click Manage View, and then click Acquirer First CB Unworked.
2. Click on the row that contains the claim you want to dispute, click Apply Action, and
then click Create Representment.
The Create Representment window appears.
3. In the Reason Code list, select an appropriate option.
4. In the Document Indicator list, select an appropriate option.
5. In the Member Message Text list, select an appropriate option or enter a custom
message.
6. To change the Representment Amount, select the Partial representment check box,
and then enter new values in the Amount field.
7. To complete the Representment, click Submit.

Results
For acquirers, the claim appears in Acquirer Worked view.
For issuers, the claim appears in Issuer Re-presentment Unworked view.
Accept Representment
Description of how to accept a Representment.

Procedure
1. Click Manage View, and then click Issuer Re-presentment Unworked.
2. Click on the row that contains the claim you want to accept, click Apply Action, and
then click Mark Item as Processed.

Results
For issuers, the claim appears in Issuer Worked view.
Initiate Arbitration Chargeback
Description of how to initiate an Arbitration Chargeback.

About this task

Issuers can initiate Arbitration Chargeback to pursue or respond to representment.

NOTE: Issuers may raise arbitration chargebacks only on claims with first chargebacks raised
on or before 16 April 2020. See AN 3327—Changes and Enhancements to Mastercom to
Accommodate Chargeback Rule Changes for more details.

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 Mastercom Application
Accept Arbitration Chargeback

Procedure
1. Click Manage View, and then click Issuer Re-presentment Unworked.
2. Click on the row that contains the claim you want to pursue Arbitration Chargeback, click
Apply Action, and then click Create Arbitration Chargeback.
The Create Arbitration Chargeback window appears.
3. In the Chargeback Reason Code list, select an appropriate option.
4. In the Document Indicator list, select an appropriate option.
5. In the Member Message Text list, select an appropriate option or enter a custom
message.
6. To change the Chargeback Amount, select the Partial chargeback check box, and then
enter new values in the Amount field.
7. To complete the Arbitration Chargeback, click Submit.

Results
For issuers, the claim appears in Issuer Worked view.
For acquirers, the claim appears in Acquirer Arbitration CB Unworked view.
Accept Arbitration Chargeback
Description of how to accept the Arbitration Chargeback.

Procedure
1. Click Manage View, and then click Acquirer Arbitration CB Unworked.
2. Click on the row that contains the claim you want to accept, click Apply Action, and
then click one of the following actions:
– To accept the Arbitration Chargeback, click Mark Item as Processed.
– To initiate a case filing, click Initiate Case Filing.

Results
For acquirers, the claim appears in Acquirer Worked view.
View Event Details of a Claim
View details on a dispute event for a transaction.

Procedure
1. Open a claim. For more information, refer to View a Claim.”
2. Under Dispute Events, next to the event type, click View Details.

Results
Details of the selected event type appear.

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 Mastercom Application
Discard or Reverse an Event

Discard or Reverse an Event

Stop or reverse a transaction submitted to Global Clearing Management System (GCMS).

About this task

When the event status is Pending, discard the event.
When the event status is Processed, reverse the event.

Procedure
1. Open the claim.
2. Under Dispute Events, next to the event, click View Details.
3. Click Apply Action, and do one of the following:
– To discard the event, click Discard Event.
– To reverse the event, click Reverse Item.
4. Click Submit.

Results
One of the following options occurs:
• For discarded events, the transaction is not submitted to GCMS.
• For reversed events, a reversal transaction is submitted to GCMS.
Close a Claim
When all actions are processed, you can close a claim.

Procedure
1. Click Manage View.
2. Select the relevant view from the dropdown menu.
– Issuers should click Issuer Worked.
– Acquirers should click Acquirer Worked.
3. Click the row of the claim that you want to close.
4. Click Apply Action > Close Claim.
The Close Claim window opens.
5. Select a reason code from the Reason Code dropdown menu.
6. Enter an optional comment.
7. Click Submit.

Results
The claim closes and appears in the Closed queue.

NOTE: The value of the claim is set to zero automatically when the claim is closed.

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 Mastercom Application
Resubmit Rejected Transactions

Resubmit Rejected Transactions

Global Clearing Management System (GCMS) rejects the transactions that does not comply
with edits. Users can resubmit the rejected transaction.

Procedure
1. Click Manage View, and then click Rejects.
A list of rejected claims appears.
2. Click the desired rejected claim and open it.
The claim opens in the claim editor.
3. Click on View Details of the dispute event with Rejected status.
4. From the Apply Action menu, click Mark Item as Processed.
Claim moves to Worked view (if no other events are in a rejected state) and the event
status changes to Cancelled.
5. To resubmit, initiate the transaction from the beginning as mentioned in above sections.

Results
The transaction is resubmitted to GCMS.

Commit Worked Items—Verified Records

To send the updated verified records, you must commit your worked items. There are multiple
ways to commit worked items.

About this task

Single Message Procedure

Procedure
1. To send updated records to Mastercard®:
– Select Commit Worked from the Apply Action menu. This will commit any transaction
that has been actioned, OR
– Place a check mark next to specific transactions and select Commit Selected.
A confirmation appears notifying you of the number of transactions that will be
committed to Mastercom™. Be sure that the number shown matches the number you
selected to commit.
2. Click OK to commit the transactions. Once you click OK to commit the records, you will
not be able to undo them. The transactions move to the Worked View.

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 Mastercom Application
Dispute Resolution

Dispute Resolution
Within this section the user will find what is commonly known as the Legacy Mastercom
functions.
We are maintaining the functions and features of the Mastercom Dispute Resolution. Users
will have access to all items processed for both Dual and Single message through our GCMS
and MDS core switches.

Dual Message Views

The items in this tab were generated out of Mastercom Claim Manager. Within the Dual
Message views users will now see a claim id which will tie back to the Claims Manager
function of Mastercom.

Single Message Views

For Single Message dispute items that are populated in the unworked or worked views; those
items are generated out of MDS and or SMTM (Single Message Transaction Manager).

NOTE: The transaction generated out of Claims Manager will not show immediately within
the Dispute Resolution Views (Unworked or Worked). Items will be presented only once
GCMS processed the dispute event initiated out of Claims Manager during the next
processing cycle. Timing varies based off of the submitted transaction event.

NOTE: Items resolved within Collaboration will not show within Dispute Resolution – only
formal chargebacks, retrieval request, and case-filing events will be present within Dispute
Resolution. Collaboration events will only be present within Claims Manager.

NOTE: Direct to Ethoca customers pre-chargeback events will not be shown within
Mastercom.

Open Views
Mastercard® Views are the default views commonly used for dispute processing that cannot
be changed by the user. The Mastercom™ views that you may access depend on your
Mastercom role.
A training video is also available to help you set up your views. Refer to MasterCom User
Views.

Set Default Active View

The default active view is the first view shown and is noted by the sun icon . When setting
up Mastercom, you will set a default active view, which will be the view displayed each time
you access Mastercom.
The Open View window appears showing the view options.
Select a view by checking the box to open the view. To set that view as the default active
view, click the next to the view name.

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 Mastercom Application
Mastercard Views

Set Startup View

Startup views are views you will use on a daily basis. These views open automatically when
Mastercom is launched. These views can be either Mastercard or custom views. At least one
view must be selected as your startup view.
Startup views are set by clicking a gray dash, which then turns orange to show that it is
now a selected view.
Hover over the tab to display the full view name. Click X on the tab to close.

NOTE: There can be a maximum of eight views selected at one time.

Mastercard Views
Mastercom™ data is organized into sections by transaction type (Claims, Chargeback,
Retrieval, and Case Filing).
Within the Chargeback and Retrieval transaction types, data is segregated by Worked status.
For Case Filing, data is organized from the Case Sender and Case Receiver perspectives.
The transaction views listed are located under the Mastercard® Views tab of Open Views.
While all of these views may be temporarily sorted and filtered, they cannot be saved under
the Mastercard view name. They may be saved as a custom view under My Views. A training
video is also available to help you set up your views. Refer to MasterCom User Views.
Views specific to Claims Manager are not available for custom views at this time.
Click Manage View from the list menu to add a new view. There are four sections of views
shown in the Mastercard Views and My Views menus. You will only see choices in the sections
for which you are provisioned.

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 Mastercom Application
Mastercard Views

Claims Manager
• Acquirer Arbitration Chargeback Unworked—provides a list of claims associated with the
Arbitration Chargebacks that are in the pending state.
• Acquirer First Chargeback Unworked—provides a list of claims associated with the First
Chargebacks in the pending status or those that require action.
• Acquirer Retrieval Request Unworked—provides a list of claims associated with the
Retrieval Request in the pending status or those that require action.
• Acquirer Worked—provides a list of claims associated with the Acquirer Worked (closed)
status. There is no action to be provided within this view.
• Closed – Provides a list of claims in the recently closed status.
• Issuer Re-Presentment Unworked—provides a list of claims associated with the Re-
Presentment cycle which are in a pending state or requires additional action.
• Issuer Worked—provides a list of claims in the completed status for all Issuer transactions.
• Pending—provides a list of claims for both issuer or acquirer which are in the pending
status. Any claim with a cycle still in pending will be displayed in this view.
• Rejects—provides a list of claims where a cycle was received in a rejected status.
• Miscellaneous Fees—all unmatched fee collection messages will be present in this view.
• Fee Collection Unworked—it will have all claims where fee collection message is received. If
fee collection message matches to an existing claim (if already under issuer/acquirer
worked queue), it will be available under this queue. This view will also list the claims
created from the unmatched Fee collection message.

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 Mastercom Application
My Views

Retrieval Request
• Acquirer Worked—a recent archive of completed retrievals previously fulfilled or rejected
• Issuer Worked—list of retrieval fulfillments that were previously accepted or rejected
Chargebacks
• Sender Worked—recent history of chargebacks and second presentment items previously
worked
• Receiver Worked—completed chargebacks and representments
• Debit Sender Unworked—items pending representment documents
• Debit Sender Worked—a recent history of chargebacks and second presentment items
previously worked
• Debit Receiver Unworked—transactions that have been processed with support
documentation
• Debit Receiver Worked—completed chargebacks and representments
Case Filing
• Sender—cases submitted, responded on by the receiver, or recently ruled by Mastercard
Dispute Resolution Management staff
• Receiver—new cases waiting response, responded on by the sender, or recently ruled by
Mastercard Dispute Resolution Management staff
My Views
Description about how to customize Mastercard® Views.

About this task

The user can change the Mastercard Views by adding or removing columns, changing the
order of columns, specifying the order of the transactions, and entering filter criteria. The user
may then save the customized view as My View. Only the person who created the views can
access the custom views.
To customize views, follow these steps. A training video is also available to help you set up
your views. Refer to MasterCom User Views.

Procedure
1. Open a Mastercard View.
2. Customize the view by sorting, filtering, or rearranging columns.
3. From the Manage View menu, select Save As.
The My Views tab, when opened, displays a blank line for naming your custom view.
4. Enter a name for your view, and then click Save.
A message that you have successfully updated the view appears.
5. To open a view, click Manage Views, and then click My Views tab.
6. Locate your new view in the appropriate section and place a check mark next to it; then
click Open.

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 Mastercom Application
Manage Views

Your view opens with the changes as you saved them.

Manage Views
Using the options available on the Manage Views menu, users can set a default view, save a
modified view as new, revise a custom view, or delete a view.

About this task

To manage views, follow these steps.
A training video is also available to help you set up your views. Refer to MasterCom User
Views.

Procedure
1. Modify an existing custom view and save under the current view name by clicking
Manage View, and then select Save Current View.
2. To rename or delete a custom view, select the Manage View menu option.
3. Delete a view by clicking the trash can .
The view will not be removed until Save is clicked.
4. To rename a view, select Manage View, and then click the Rename View icon . Make
changes, and then click Save.

Alerts and Advisories

The transaction alerts used in Mastercom™ are defined as follows.

Processing Alerts
Mastercard® will return any transaction that contains an image virus or format error. Returned
transactions will appear in red font, at the top of the unworked views, accompanied by an
alert .
Hover over the alert icon to display details. Follow the instructions in the alert and reattach
images to the transaction as directed. It may be necessary to recapture the image if there is a
format error (for example, density too high).

Advisory Messages
Advisory messages are for informational purposes only. They provide supplemental data to
assist with dispute processing. No user action is required. There are three types of advisory
messages.

Advisory Message Example

Fraud and Loss Database A message is prompted when Mastercom detects a listing in Fraud and Loss
Database for the transaction account. Users may optionally research further
details in the Fraud and Loss Database.

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 Mastercom Application
Data Retention Time Frames

Advisory Message Example

MC Alerts A message is prompted when Mastercom detects a listing in MC Alerts for
the transaction account. Users may optionally research further details in MC
Alerts.
EWB Advisory A message is prompted when Mastercom detects a listing in the Electronic
Warning Bulletin for the transaction account. Users may optionally research
further details in the AMS System.

In unworked views, locate a transaction that contains alerts. Move the mouse over the alert
icon in the second column to read the related information associated with Processing Errors,
Expiration Notifications, and Advisory Information. Transactions with multiple notifications are
identified by a special icon signifying multiple alerts. Multiple notifications display in the same
tool tip when you hover over the icon. Advisory alerts will remain in the worked views.

NOTE: Alerts are informational and do not restrict the user from processing or reprocessing
alerted transactions.

If all of the message does not fit into the alert window, there will be an option to click More
to read the entire dialog. To close the Alerts window, click X in the upper right corner or click
outside the window.

Expiration Alerts
Expiration alerts may be set in User Preferences to notify you when a transaction is about to
expire. Expiration alerts may also be turned off.
You can change the preference, which varies by request type, by clicking Apply. A
confirmation appears indicating the preference was updated. If you have not set preferences,
you will be notified of transactions ready to expire based on the value for default days.
Transactions with expiration notifications appear after the group containing error-
processing notifications, if they exist, in the view. Click More to see full notification.

NOTE: A single transaction may be associated with several notification types: processing error
alerts, expiration alerts, and advisory alerts.

Data Retention Time Frames

Data Retention Time Frames refers to the amount of time that the records remain on the
Mastercom™ server and are available for Mastercom users to view.
System users may search archived records using the Advanced Search feature.

Data Category Description

Retrieval Requests/Fulfillments All records will remain on the Mastercom server for 75 days.

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 Mastercom Application
Memo Field

Data Category Description

Chargeback Support Documentation The following lists the three purge cycles:
(CSD) • Cycle 1—Chargebacks are purged from the server after 65
days, unless corresponding cycle 2 second presentment
exists (same Account Number and Chargeback Reference
Number pairs).
• Cycle 2—Second Presentments are purged from the server
after 65 days, unless a corresponding cycle 3 arbitration
chargeback exists (same Account Number and
Chargeback Reference Number pairs).
• Cycle 3—Arbitration chargebacks are purged from the
server after 200 days.

Debit Cycle 2—Second Presentments are purged from the server

after 55 days.
Case Filing All case filing records will remain on the Mastercom server for
up to 3 years.
Claims All claims and associated dispute items are purged from the
Mastercom server 120 days after the claims are closed.

Memo Field
The acquirer should use the memo field to document unclear or missing information,
including the following.
• Merchant name or location
• Missing information on the substitute draft
• Transaction date information
When the acquirer provides this information, the issuer may not reject the item to Image
Review for the reasons noted in the memo field. If the acquirer does not provide the
appropriate information in the memo field, the issuer is permitted to reject the item to Image
Review for a decision.
Customers may use the following standard abbreviations in the memo field.

Abbreviation Definition Abbreviation Definition

ACC or ACCT# Account Number MER or MERCH Merchant
ACQ Acquirer MO Mail Order
AMT or $ Amount PO Preauthorized Order
CB Chargeback RC Message reason code
CH Cardholder REQ RSN Request Reason
EC or ECOM Electronic Commerce SGN or SIGN Signature

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 Mastercom Application
Chargeback Documents Research

Abbreviation Definition Abbreviation Definition

EDC Electronic Data Capture TRN or TRAN Transaction
ILL or ILLEG Illegible TD Transaction Date
ISS Issuer TO Telephone Order
LOC Location W/ With

Chargeback Documents Research

Customers can research document information on chargeback numbers from any view by
selecting the Chargeback Document icon. This allows researching all documents that have
been submitted through Mastercom™ for all Chargeback cycles.
A training video is also available to help you with this process. Refer to MasterCom
Chargeback Reference Number Summary and Document Research.
After selecting the Chargeback Documents icon , a chargeback number MUST be entered
(ICA number is optional). The information retrieved may be printed or exported.
Chargeback Summary Research
Customers can access the Chargeback Summary icon to research summary information on
Chargeback numbers from any view.
This allows users to review all of the data for the First Chargeback (1442), Second
Presentment (1240), and Arbitration Chargeback (1442) Messages associated with a
chargeback reference number.
A training video is also available to help you with this process. Refer to MasterCom
Chargeback Reference Number Summary and Document Research.
After selecting the Chargeback Summary icon , a Chargeback number MUST be entered
(ICA number is optional). The information retrieved may be printed or exported.
Export Options
There are several export options available in Mastercom™.
A training video is also available to help you comprehend the export and print options in
Mastercom. Refer to MasterCom Exporting and Printing.
In any view, worked or unworked, check the transactions to export and then click the export
icon

, or select Export from the Apply Action menu. To export one or more documents committed
to the transaction, choose from the following export options. (Any options previously selected
will remain.)
If any option above has data, a Detail File Type must be selected. The Detail File Types are:
Excel (.XLS), Text (.TXT), or Comma-Separated (.CSV).
If more than one document is selected, then you must select the file type to export the
documents, either as a Zip file or as an individual document.

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 Mastercom Application
Print Options

The two options for exporting documents are to zip all of the .pdfs into one file or export as
individual documents. If you have multiple documents, the zip file is preferred. If individual
document is selected, each document exported will require user action.
Select the preferred options in each area, and then click Open, or Save. To deselect, click
Cancel.
Another way to export transaction details is to double click a single transaction, which will
open the transaction details window. In that window, click

and you will see the option to save the file.

Select an option, and then click OK.
Print Options
There are several print options available in Mastercom™.
A training video is also available to help you comprehend the export and print options in
Mastercom. Refer to MasterCom Exporting and Printing.
In any view, worked or unworked, check the transactions to print, and then click the print
icon , or select Print from the Apply Action menu.
The first option, Documents, will print only the documents (and memos) for the transactions
selected. Data in Current View will print only the ‘data’ showing in the data grid. (If
columns have been hidden, they will not print.) If All Data is selected, everything that
Mastercom has data wise will be printed—no matter what is showing in the data grid. If one
or more Documents & Data in Current View is selected, then documents for those
transactions and the data in the current view will be printed.
After you have selected the print data, a Detail File Type must be selected. The Detail File
Types are: Excel (.XLS), Text (.TXT), or Comma-Separated (.CSV).
You must now select header options for printing the documents, either with or without a
header. Header information contains key data elements that Mastercard deems relevant to the
transaction, such as account number, chargeback number, and more. Print without the header
if the document will be provided to your customer.
Select the preferred options in each area, and then click Print. To deselect, click Cancel.
To print multiple documents, select all desired records, and then select the Zip Files option.
Click Open or Save. After the zip applet appears, you must unzip all of the documents into a
folder or location where they may later be accessed. When all of the files have been unzipped,
access the saved location, and select all documents to be printed. With your selections
highlighted, right click, and then choose Print.

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 Mastercom Application
Transaction Life Cycle – Mastercom Pro Only

Transaction Life Cycle – Mastercom Pro Only

The Transaction Life Cycle (TLC) provides a visual display of a disputed transaction history,
beginning with authorization and continuing through all stages of dispute processing.
TLC helps users to comprehend the current life stage of the transaction and all preceding
stages. Users have immediate research access to detailed transaction data for all life cycle
transactions for which they are provisioned.

Dual Message System Transactions

A training video is also available to help you comprehend the Transaction Life Cycle. Refer to
MasterCom Transaction Life Cycle.

Record Types Description

Auth Authorization

Auth Adv Authorization Advice

Auth Rev Authorization Reversal

1st Present First Presentment

1st Rev First Presentment Reversal

Retrieval Retrieval Request

Retrieval Rev Retrieval Request Reversal

1st CB First Chargeback

1st CB Rej First Chargeback Reject

1st CB Rev First Chargeback Reversal

2nd Present Second Presentment

2nd Rej Second Presentment Reject

2nd Rev Second Presentment Reversal

Arb CB Arbitration Chargeback

Arb CB Rej Arbitration Chargeback Reject

Arb CB Rev Arbitration Chargeback Reversal

Case: Pre-Arb Case Filing: Pre-arbitration

Case: Arb Case Filing: Arbitration

Case: Pre-Comp Case Filing: Pre-compliance

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 Mastercom Application
Transaction Life Cycle – Mastercom Pro Only

Record Types Description

Case: Comp Case Filing: Compliance

Claim Progress State Column Reference for all Claims Manager Views

Field Description
CP0 Claim created - no action take yet
RR1 Retrieval request
RFJ Retrieval request rejected
RF1 Retrieval request Fulfilled
RI1 Retrieval request Unfulfillment
RFA Retrieval request accepted
CB1 First Chargeback
CB2 Second Chargeback CR2 Re-presentment

Single Message System Transactions

Field Description
Financial Original Financial

Financial Rev Original Financial Reversal

1st CB First Chargeback

1st CB Rev First Chargeback Reversal

Represent Representment

Represent Rev Representment Reversal

Case: Pre-Arb Case Filing: Pre-Arbitration

Case: Arb Case Filing: Arbitration

Case: Pre-Comp Case Filing: Pre-Compliance

Case: Comp Case Filing: Compliance

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 Mastercom Application
Transaction Life Cycle Locations—Pro Licensed Users Only

NOTE: Select one transaction at a time to view the TLC. TLC transactions appear in sequential
order by the Mastercard processed date. Transaction Life cycle is available within the Dispute
Resolution views only and is not present in the claims manager views at this time.

Transaction Life Cycle Locations—Pro Licensed Users Only

The Transaction Life Cycle (TLC) can be found on the transaction details tab, or by double
clicking on a transaction to access the transaction details. In Case view, the TLC bar appears if
you double click a case.
A training video is also available to help you comprehend the Transaction Life Cycle. Refer to
MasterCom Transaction Life Cycle.

NOTE: You can select one transaction at a time to view the TLC. TLC transactions appear in
sequential order by the Mastercard® processed date.

Select a transaction and the TLC displays as a timeline. Select a date to see what transpired
with the transaction. An orange dot shows a transaction in progress, and a blue dot indicates
that there is more information attached.
The stages are presented by date, from oldest to most recent. It may be necessary to scroll to
the left or right when numerous stages occur. When this occurs, left or right arrows will
appear on the timeline. Moving the mouse pointer over the arrows will move the timeline
forward and backward. If no arrow is shown, that is the end of the life cycle bar.
Move the mouse pointer over a stage to show basic transaction details.
Click More to show all transaction details.
Use the scroll bar at the right to move to the bottom of the window. This is where alerts
messages and attached documents can be found.
To print or export the transaction details, select the print/export icon to export the details.
If you move the mouse pointer over the previous arrow, the previous stages are displayed. The
next arrow shows that there are more transactions.
All completed stages for the transaction are included in the TLC. Black dots identify completed
stages and orange dots denote stages in progress.
When you move the mouse pointer over the Authorization stage, a tool tip displays with the
primary data in the specified order.
If there is more than one authorization for a transaction, the first authorization will show on
the TLC bar. Move the mouse pointer over the first authorization and a message appears
indicating multiple authorizations exist. Double click to see all authorizations listed in detail.

NOTE: When the transaction has multiple authorizations, then only a message indicates in the
Primary section. The date displayed for the Authorization stage will be the date from the first
authorization.

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 Mastercom Application
Sort Options

Select a life cycle stage or click More to display the transaction details in the corresponding
stage. If you are provisioned for ICA number authorization, for both the issuer ICA number
and the acquirer ICA number, you can view all columns.

Sort Options
In any Mastercom™ view, you can sort on one or more columns in the grid view. You can sort
records based on a specific field (Simple Sort) or on multiple fields (Multiple Sort).
A training video is also available to help you with sort options. Refer to MasterCom Sorting
Options.
Simple Sort
You can perform a simple sort based on any data column in either ascending or descending
order.

About this task

A training video is also available to help you with sort options. Refer to MasterCom Sorting
Options.

NOTE: Select one column at a time to sort values. Each column sort will undo the previous
sort.

Procedure
1. To sort the column, click the column once to sort in A to Z order.
2. Click again to sort in Z to A order. The directional arrow indicates the sort order.
Multiple Sort – Dispute Resolution
In the Mastercom™ view, you can sort multiple columns in the grid view.

About this task

Chargebacks
• Receiver Worked
• Sender Worked
• Debit Receiver Unworked/Worked
• Debit Sender Unworked/Worked
Retrieval Request
• Acquirer Worked
• Issuer Worked
Case Filing
• Case Sender
• Case Receiver
Multiple Sort is not available for Mastercom claims manager at this time.

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 Mastercom Application
Moving Columns

A training video is also available to help you with sort options. Refer to MasterCom Sorting
Options.

Procedure
1. Click Manage View, and then select Sort Order to view the available columns. Drag and
drop or use the arrows between the columns to move the column selections between lists.
2. To change the order priority in which the columns will be sorted, click the column name,
and then click the black arrows shown on the right side of the sort column.
3. After the columns are placed in the order to be sorted, click Apply Sort.
4. The data in the grid will then be re-sorted. Any visible columns will show ascending or
descending arrows.
5. To remove the Sort Order, click Manage Views, and then remove the check mark next to
Sort Order or click any column header to complete a simple sort. (This action removes the
previously completed multiple sort.)
6. Unchecking Sort Order results in the data returning to its previous order and there are no
longer any indications on the column headers showing ascending or descending.
Moving Columns
To change the order of the columns in the file list, position the pointer on the column heading
that you want to move, and then drag the column to the new location.

Perform Undo Processing—Dispute Resolution

If you fulfill a record with an incorrect document or an incorrect processing code, Mastercom™
allows you to return that record to its original state before committing your work.

About this task

To undo a record that was matched incorrectly, follow these steps.

Procedure
1. Click the record that is incorrectly worked to highlight it. If more than one record needs to
be returned to it’s original state, click to select the box next to those transactions.
2. Click Undo in the lower right corner of the document viewer pane or select Undo from
the Apply Action menu.

WARNING: If you undo a record, the system will clear all memos, documents, and codes.

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 Mastercom Application
Commit Process

Commit Process
All transactions are committed to the server immediately. Customers should be certain that all
records have been verified before committing. After a transaction has been committed, it
cannot be undone.

Retrieval Acquirer Processing

Retrieval acquirer processing functions in Mastercom™ is described in this chapter.
Retrieval Acquirer Processing
An acquirer receives requests from an issuer for documentation of sales transactions. To fulfill
the request, the acquirer can send the images to the issuer using the Mastercom™ Acquirer
Unworked view available through Mastercom.
Retrieval Process Flow
The following list summarizes the basic elements in the document retrieval process for
customers.
1. The cardholder makes an inquiry to the issuer about a transaction posted to a Mastercard®
account.
2. The issuer submits a Retrieval Request/1644 message to the acquirer through the clearing
system to request a transaction information document (TID), which will provide proof of
the transaction.
3. Mastercard Central Site sends the file of messages to the acquirer.
4. The acquirer opens the Acquirer Unworked view.
5. You can now match the request record to the fulfillment image, commit it to the
Mastercom™ server, and it will be available for processing within the issuer’s view.
6. The issuer retrieves the fulfillment and accepts or rejects each item. If the fulfillment is not
completed and returned within 10 calendar days, the Mastercom system automatically
accepts it.

If the issuer... Then...

Accepts the image or The system sends a notification to the Mastercom server that updates
response this information to Mastercard Central Site for tracking.
Rejects the fulfillment The issuer posts the appropriate reject reasons. A Mastercard Image
Review representative reviews the retrieval request and the fulfillment,
along with the reason indicated for rejection, and then finds in favor of
either the acquirer or the issuer.

7. The Image Review representative sends the decision to the server for both the issuer and
the acquirer to retrieve. If applicable, the issuer may initiate a Chargeback through the
normal Chargeback process.
Mastercard generates billing events to debit the issuer and credit the acquirer when:
• An acquirer fulfills a Retrieval Request

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 Mastercom Application
Retrieval Request Acquirer Unworked

or
• An acquirer is favored in an Image Review decision following a reject action of an image
review by the issuer.
Retrieval Request Acquirer Unworked
Accessing the Retrieval Acquirer Processing and viewing the record information.
Follow these steps to access this process.
A training video is also available to help you comprehend this process. Refer to MasterCom
Retrieval Request Acquirer Processing.

Procedure
1. If the Acquirer Unworked view has not been set as one of your startup views, click the
Add a View icon .
2. Check Acquirer Unworked (located under the Retrieval Requests section), and then click
Open.
3. The Acquirer Unworked tab will appear at the top of your screen and the view will open.
4. All of your unworked requests will be found in this view. (This includes new and any
previously unworked from past days.)
5. To print a report of new and unworked transactions, click the report icon .
6. When the reports view opens, click Retrievals in the reports category.
7. In the Mastercard® Reports, new transactions will appear in the Retrieval Acquirer
Unworked Items report. Select the format for the report—PDF or Excel.
8. Click the report name to run the report.
9. When the browser window opens, choose Open or Save.
10. Close the reports window to return to the data grid and begin working transactions.

NOTE: You may alternately print or export the data view to be used as a report.
11. To view transactions with alerts, move mouse pointer over the alert icon.

NOTE: Advisory notifications provide additional information about the transaction. There
may also be audit warnings based on your User Preferences settings. Processing errors
will alert you to any action required to process a transaction, including images not
processed successfully. If a transaction has multiple alerts, they will be listed in the order
of importance.

NOTE: Alerts are informational and do not restrict the user from processing or
reprocessing alerted transactions.
12. Click a transaction to begin working. The transaction details at the right will open for you
to select your Acquirer Response Code (ARC). You must select a code to continue.

NOTE: Code D is the only code that will allow you to attach documents. The document
attach function is not available with any other ARC codes. If A is selected, you have the
option to enter a memo.

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 Mastercom Application
Acquirer Response Code Descriptions

13. Select D (fulfilled request) as the ARC value to begin finding attaching documents to this
transaction. If this transaction has a substitute draft attached, click the substitute draft box
below the ARC value.
14. Drag and drop images from your local image repository to the transaction.
15. To see a document name, move mouse pointer over the image.
16. The attached document (and number of documents if more than one) will be noted in the
Document Indicator column.
17. You can add a memo of up to 100 characters, including special characters, to any
document in the memo field, but a memo is not required for retrieval requests.
18. After verifying that all of the information for every transaction is correct, you are ready to
commit. From the Apply Action menu, click Commit Selected to commit only
transactions selected. Choose Commit Worked to commit all work completed with ARC
values applied to the transactions.

NOTE: You will receive a confirmation message asking if you want to continue or cancel.
Click Commit to continue. As the data transfer processes, you can monitor the progress
bar at the bottom of the window, and you can continue to work during the Commit
process.

Committed transactions are removed from the Acquirer Unworked view, and you are now
ready to begin the Acquirer Worked view. Mastercom™ sends this record to GCMS for
further processing so that GCMS can send the Retrieval Request Acknowledgment IPM
notification file to the issuer customers.

NOTE: The Retrieval Acquirer application may be accessed at any time. The Mastercom
Server is refreshed daily after the last Global Clearing Management System (GCMS)
processing cycle is completed 08:00 CST (GMT-6).

As an acquirer, you need to be aware that the issuer may reject your fulfillment. To check for
Image Review Decisions (IRD), scroll to the right until you see the IRD column, or open the
column chooser and move the IRD column to your current view. Any Dispute Resolutions
Management decisions made on rejected transactions appears in this column. It is
recommended to run the Acquirer Worked Items report at this time.
Acquirer Response Code Descriptions
The following table describes each type of Acquirer Response Code (ARC). The ARC indicates
the status of the record and is found in the data grid.

ARC Description
A—Invalid Reference Number Use when the acquirer reference data is not within the scheme of
(ARD not assigned by reference numbers assigned by the acquirer.
Acquirer)
B—ARD/PAN combination is Use when the acquirer reference data or cardholder number
incompatible combination does not match the original document.

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 Mastercom Application
About IIAS Retrieval Processing—U.S. Region Only

ARC Description
C—Invalid Quick Payment Use when the retrieval request is for a Quick Payment Service
Service (QPS) Request transaction that is below the floor limit.
D—Fulfilled request Use when attaching a valid fulfillment image or substitute draft to the
request record.
E—Unfulfillable Required or requested documentation is not available.
F—IIAS Unfulfillable* No audit storage is required on this transaction. (U.S. region only)
G—IIAS Invalid request The request information is incomplete or inaccurate. (U.S. region
information* only)
H—IIAS Fulfilled outside The retrieval request has been fulfilled outside the Mastercom system.
Mastercom™ system* (U.S. region only)

NOTE: *U.S. region customers: Refer to About IIAS Retrieval Processing (U.S. Region Only) for
additional information.

About IIAS Retrieval Processing—U.S. Region Only

Mastercom™ supports healthcare transactions processing to meet the Internal Revenue Service
(IRS) guidelines.
The IRS placed regulations around the use of the Inventory Information Approval System (IIAS)
—a widely adopted inventory system that assists merchants with the substantiation of
qualified healthcare purchases. Issuers and acquirers that support IIAS rules must recognize
the IIAS-related retrieval response codes in the Mastercom system.
Mastercard® offers Global Clearing Management System (GCMS) message reason code 6343
(Real-time Substantiation Audit Request) to identify IIAS-specific Retrieval Request/1644
messages. This message reason code cues the retrieval request receiver to supply IIAS
information to the sender. This information can consist of healthcare-eligible product
descriptions, amounts, and totals.
The healthcare content data is subject to the Health Insurance Portability and Accountability
Act of 1996 (HIPAA) restrictions. Therefore, the actual fulfillment cannot take place through
Mastercom; instead, it must be fulfilled by fax, secure email, or express delivery. The fulfillment
documentation must be sent directly from the merchant or acquirer to the issuer processor.
IIAS Acquirer Response Codes
Three Acquirer Response Code (ARC) are assigned exclusively for IIAS retrieval requests.
• F—no audit storage is required (IIAS information cannot be provided because the merchant
is exempt from using IIAS).
• G—the retrieval information provided is not complete or is inaccurate.
• H—the retrieval request has been fulfilled outside of the Mastercom™ system.
The acquirer provides an informational response to the issuer through Mastercom that
indicates if the fulfillment documentation will be provided manually. Both issuers and acquirers

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 Mastercom Application
Match a Retrieval Request Record with an Image

are responsible for ensuring that IIAS fulfillment is satisfied outside of Mastercom. Acquirers
are responsible for ensuring that the appropriate response code is selected within the
Mastercom system if the fulfillment is not applicable.
Clicking on any IIAS transaction within the Mastercom data view displays the section menu.
Issuers must accept the fulfillment response. There is no reject option for response codes F, G,
or H.
Match a Retrieval Request Record with an Image
To fulfill a Retrieval Request, it is necessary to match documents with the correct Retrieval
Request record.

About this task

The Retrieval Request can be returned to the issuer with a fulfilled code, informing the issuer
that the request has been successfully fulfilled. Documents can only be attached when
selecting Acquirer Response Code value D.

Procedure
1. Select a transaction and then select an ARC value of D—Fulfilled Request.
The image filename is assigned by the system as the images are scanned and will appear
on the upper display bar of the Mastercom™ window.

NOTE: Decimal points must be included when searching the Filter field for amounts. For
masked PANs, you will not be able to search for the entire PAN if it is masked. For more
information, see Filters and Sorts.
2. The system searches the local database and highlights the record in the data grid in any
column that matches the criteria entered.
Any duplicate records found, based on the data entered, will be listed. Select the correct
record that matches the displayed image. If there is no match to the data request, an
unsuccessful search message appears. For example:
– The Acquirer Response Code should be selected as code D—Fulfilled Requests.
– Optional: If the scanned document is a substitute draft, select the Substitute Draft
check box. Refer to Chargeback Guide for more information about substitute drafts.
3. Memos are not required, but to include a memo with the record, click Memo or click the
transaction tab and type a memo of up to 100 characters, including special characters.
Suggestions as to what to enter in the memo include the following information:
– Merchant name
– Transaction date
– Expiration date
4. Scroll through your documents to determine which documents should be attached to the
transaction. Drag and drop documents to attach them to the transaction. You can attach
documents up to 15MB on a single transaction.

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 Mastercom Application
Fulfill a Request Record with Invalid Code A, B, C, or E

Fulfill a Request Record with Invalid Code A, B, C, or E

A Retrieval Request response can be returned to the issuer with an invalid code, informing the
issuer that the request is not valid or is unfulfillable.

About this task

To send a response with an invalid request code, follow these steps.

Procedure
1. Locate the request to be returned as invalid or unfulfilled by using the simple filter feature.
Ensure that the invalid or unfulfillable request record is highlighted in the data grid.
2. Select the appropriate Invalid code. (If codes A, B, C, or E are selected, the document tab
cannot be selected.)
3. Memos are optional. To enter a memo, click in the memo field and enter a memo of up to
100 characters, including special characters.

Results
Any uncommitted work will be saved in the database until the next time you log on. At that
time, the transactions may be committed or left unworked (any updates will remain). If
another user has committed the same transactions that were left unworked, the current user
will not see those in his or her view. All committed transactions (by any user) will be located in
the Worked Views on the next refresh.
Verify Your Work
Verify that you made no errors in matching images before committing.

About this task

To verify your work, follow these steps.

Procedure
1. To sort the records, locate the Image Pages column in the data grid. Click the column
header to sort in descending order. Click again to sort in ascending order.
2. Scroll to the top of the data grid to view all items with document pages attached.
3. Select the first record by clicking it.
4. Verify that the correct document is matched to the record and that the document has the
correct number of pages.
5. Repeat steps 3 and 4 to verify all matched items.
Retrieval Request Acquirer Worked
The Worked Items view shows all successfully committed transactions. Committed
transactions are moved from the Unworked view to the Worked view immediately after it has
cleared all Mastercom™ processing.
The transactions that show in your worked view will depend on the settings in your User
Preferences under Display Records. You can print or export this view for your records.

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Review Image Review Decisions

Review Image Review Decisions

The issuer can reject any transaction that you have fulfilled to the issuer if it does not satisfy
the request.
Rejected transactions are then submitted to the Dispute Resolutions Management (DRM) team
to review and to determine a ruling. The following table contains issuer reject reasons to help
you to comprehend the codes found in the IRC (Issuer Response Code) column within the
data grid.

Reason
Code Reject Reason
W Item not as requested
P Account number missing or illegible
D Transaction date missing or illegible
A Transaction amount missing or illegible
M Merchant name missing or illegible
O Other (used to specify missing or illegible information that is required on substitute drafts
that would not fall into one of the prior categories).

In the Acquirer Worked view you can determine, through the IRC column, which transactions
the issuer has rejected. Those transactions will then need to be tracked to determine how
DRM will rule. To find the ruling on issuer rejected transactions, look at the Image Review
Decision (IRD) column in the data grid. An 'A' means a favorable ruling for the acquirer, and
an 'I' means a favorable ruling for the issuer.
Acquirer—Reducing Image Review Occurrences
The acquirer should ensure the documents (file formats, .jpg, .tif, .pdf) are clear and legible.
Utilization of imaging tools to lighten or darken images are recommended if required. In
certain cases cropping and enlarging of an area of an image may need to be used to increase
legibility.
The acquirer uses the Memo feature to document unclear or missing information including
the following:
• Merchant name
• Transaction date
• Expiration date
When the acquirer provides Memo information such as listed above, the issuer should not
reject the request to Image Review.
Mastercard® also suggests that the acquirer make sure that the merchant is supplying the
correct information.
The merchant should also check the following:

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Retrieval Issuer Processing

• Register ribbon ink is in good condition

• Register uses blue or black ink
• Drafts are printed on white paper

NOTE: If the acquirer does not supply the required information, the issuer may reject the
request. If the Image Review decision is in favor of the issuer, the issuer may charge back for
an applicable chargeback reason.

Retrieval Issuer Processing

The Retrieval process for the issuer in Mastercom® is explained in this chapter.
Retrieval Issuer Processing
As an issuer, customers request images of transaction sales drafts from acquirers. Retrieval
Request messages are created and stored in Mastercom™ and sent over to Global Clearing
Management System (GCMS).
The acquirer sends these images to the issuer through Mastercom and the issuer retrieves the
images to verify for legibility. These fulfillments may be printed or exported and should be
verified for legibility.
A training video is also available to help you comprehend this process. Refer to MasterCom
Retrieval Request Issuer Processing
Open the Mastercom application and initiate a claim creation by initiating a transaction
summary search.
• Create a retrieval request from within the newly created claim or existing claim by selecting
apply action > create retrieval request.
• Select the appropriate reason code and documentation requirement and submit.
• Within the Dispute Events section there will be newly created Retrieval Request entry with
a status of Pending.
• Pending status will be updated once GCSM file is processed.
• Once the acquiring side updates with the record with the documentation the Event will
update the retrieval request with the acquirer documentation.
• Issuers will be able to change the status to:
– Accept or Reject the fulfillment

NOTE: Must accept or reject prior to updating the status item below
– Mark as Unfulfilled | Explanation
– Reverse Item | Explanation
– Mark as Fulfilled | Explanation

NOTE: The Retrieval Issuer view may be accessed at any time. Mastercom is refreshed daily
after the last Global Clearing Management System (GCMS) processing cycle is completed. If
the issuer does not verify the fulfillment documents within 10 days, the system will
automatically accept the documents.

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Retrieval Issuer Processing View

Retrieval Issuer Processing View

The Issuer Unworked view lists all items that require an Accept or Reject response. The system
will auto-accept items on the eleventh day, if you do not take any prior action.
This view allows you to view and respond to fulfillments or invalid and unfulfillable request
responses from acquirers. You can also print or export data and documents from this view.
Fulfillments from the acquirers should be verified for legibility. The issuer performs the retrieval
procedures daily in the following order:
• Open the Mastercom® application
• Open the Issuer Unworked view if it is not already set as a default or a startup view.
• Select transactions to work. Any transactions that have alerts appear at the top of the view
in this order—processing alerts, expiration alerts, and advisory alerts.
• Verify documents that have been submitted with transactions for the corresponding
Acquirer Response Code.
• Accept or reject transactions after entering the Issuer Response Code (IRC) along with
optional memo from the acquirers.
• Print or export information (optional).
• View committed work in Issuer Worked.
After the issuer has performed these steps, the Image Review representative at Mastercard can
access any rejected fulfillments from the Mastercom server to review and process the Image
Review Decision (IRD). These decisions can be viewed later in the Issuer Image Review report
or in the IRD column in the data grid, or by printing the Image Review report.
Retrieval Request Issuer Unworked
The Retrieval Request Issuer Unworked view can be accessed at any time.

About this task

To produce the Retrieval Issuer Unworked Items report, click report icon .

Procedure
1. Click Retrievals in the reports category.
a. In the Mastercard Reports, new transactions will appear in the Retrieval Issuer
Unworked Items report. Select the format for the report—PDF or Excel.
b. Click the report name to run the report.
c. Choose Open or Save when the browser window opens.
d. Close the reports window to return to the data grid and begin working transactions.
2. To view transactions with alerts, move mouse pointer over the alert icon.
Advisory notifications will be listed in the order of importance and provide additional
information about the transaction. There may also be audit warnings based on your User
Preferences settings. Processing errors will alert you to any action required to process a
transaction.

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Retrieval Request Issuer Unworked

3. Sort the documents in descending order by the Acquirer Response Code (ARC). Click the
header to sort the codes.
a. Click a transaction to begin working.

NOTE: It is recommended to work through A, B, and C requests first as these must be

completed before responding. Before rejecting any requests, make sure the
information provided to the acquirer was correct. Hover over any ARC for a definition
of each code.

If the correct information was provided to the acquirer on transactions with codes A,
B, or C, reject the transaction and provide proof by fax to the DRM department.
If incorrect information was provided to the acquirer, and the acquirer submitted the
transaction with codes A, B, or C, accept the transaction. (A green circle with a check
mark will appear by the transaction. ( ) You will then have an opportunity to
submit another retrieval request with the correct transaction information.
4. After completing all invalid codes, continue to the fulfilled codes to determine if the
documents are legible and correct.
5. Click a transaction, and then click the document tab to verify that the document returned
is legible and matches the information requested.
a. Click the transaction details tab to select the correct Issuer Response Code (IRC) code,
which is 2—Documentation Not As Requested, if the document is incorrect and
should be rejected.
b. Enter a memo of up to 100 characters in the memo field, but it is not required.
6. Select Reject from the Apply Action menu to complete the transaction. (A red circle with
an X will appear by the transaction. )
7. Click the next transaction to continue.
8. After reviewing all transactions to reject with an ARC of D, select Accept All D & E from
the Apply Action menu. This action will not affect codes A, B, or C.
a. You are now ready to commit all worked transactions. Select Commit Worked from
the Apply Action menu.

WARNING: Once transactions are committed, they cannot be undone.

NOTE: You will receive a confirmation message asking if you want to continue or
cancel. Click Commit to continue or Cancel to return to make changes. As the system
works, you can monitor the progress bar at the bottom of the window, and you can
continue to work during the Commit process.

Committed transactions are removed from the unworked view and sent to the worked
view.

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Retrieval Request Issuer Worked

Retrieval Request Issuer Worked

The Retrieval Request Issuer Worked view can be accessed at any time.

About this task

In this view, you will see recently committed transactions. If you do not see them, type the
request ID in the filter field to search the data grid.

Procedure
1. Print a worked report by clicking the report icon .
2. Select Retrievals in the reports category.
In the Mastercard Reports, transactions will appear in the Retrieval Issuer Worked Items
report.
3. Select the format for the report—PDF or Excel.
4. Click the report name to run the report.
5. Choose Open or Save when the browser window opens.
6. Close the reports window to return to the data grid.
As an issuer, rejected transactions are sent to Dispute Resolution Management (DRM) for a
decision. To locate an Image Review Decision (IRD), move mouse pointer over any column
heading to show the list of available columns. Find the IRD column. Click and drag it to
your preferred location in the data grid.
7. You will see the rulings for each case—'A' is for the acquirer, and 'I' is for the issuer.
Accept and Reject Documents and Transactions with Invalid Codes
There are many ways to work through the documents and transactions in the Issuer
Unworked view.
Begin by sorting on the ARC column to view transactions to research for possible rejection.
This section helps you to comprehend whether to Accept or Reject those transactions or
documents.

NOTE: If you do not verify the transactions within 10 days, the system automatically accepts
the transactions.

When Should the Issuer Reject an Image?

The issuer may reject an image that the acquirer sends if the following circumstances exist.
• The image is something other than the transaction information document. The issuer may
reject with reason code W if a copy was requested and the substitute draft provided was
not a valid means of fulfillment or if something other than a valid means of fulfillment was
received. The following are examples of invalid fulfillment documentation: reports, letters,
or a batch-header ticket copy of the retrieval request.
• Any of the required fields on the image are illegible or missing. The issuer may reject with
reason code O if specific items are missing or illegible on a substitute draft. Refer to the
Chargeback Guide for required fields on substitute drafts for which there is no assigned
field in Mastercom™.

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Image Review

If the requesting customer receives a fulfillment that does not match the information provided
with the original request, for example, different account number and amount, the issuer may
use the Image Review process if so desired. In such cases, the subsequent Image Review
decision will favor the issuer.
This does not include fulfillments where the transaction amount differs because of currency
conversion.
For more details, refer to the Chargeback Guide.
Image Review
The following table contains issuer reject reasons for retrieval processing.

Reject Reason
P Account number missing or illegible
D Transaction date missing or illegible
A Transaction amount missing or illegible
M Merchant name missing or illegible
O Other (used to specify missing or illegible information that is required on substitute draft that
would not fall into one of the prior categories)

Types of Invalid Codes and Unfulfillable Requests

Code D—Fulfilled Document has been attached.
Code E—Unfulfillable This code is used if the item is not available; if it is lost, was never
received from the merchant, or was imaged incorrectly.

What Should Be Done with Substitute Drafts?

If the issuer requests an original document or some other proof of a transaction, the acquirer
may provide the issuer with a substitute draft in place of a copy or original.
Refer to Section 2.3.5 of the Chargeback Guide for more information. A substitute draft is
acceptable if the transaction was:
• A mail order or telephone order (MO/TO), recurring transaction, or other non–face-to-face
fare (NFTF)
• A vehicle rental
• An airline merchant or passenger railway
• A lodging merchant
• A self-service terminal transaction
• A parking lot transaction
• An electronic draft capture (EDC) transaction
• A draft for chip-read transaction

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Responding to Codes F, G, H—U.S. Region Only

In the Memo field of the substitute draft, the acquirer may provide any required data element
that is missing or illegible. The issuer must accept the fulfillment if the information provided is
legible and complete.
For required fields when receiving Substitute Drafts, refer to Chargeback Guide.
Responding to Codes F, G, H—U.S. Region Only
IIAS fulfillment must be accepted. There is no option to reject.
About IIAS Retrieval Processing—U.S. Region Only
Mastercom™ supports healthcare transactions processing to meet the Internal Revenue Service
(IRS) guidelines.
The IRS placed regulations around the use of the Inventory Information Approval System (IIAS)
—a widely adopted inventory system that assists merchants with the substantiation of
qualified healthcare purchases. Issuers and acquirers that support IIAS rules must recognize
the IIAS-related retrieval response codes in the Mastercom system.
Mastercard® offers Global Clearing Management System (GCMS) message reason code 6343
(Real-time Substantiation Audit Request) to identify IIAS-specific Retrieval Request/1644
messages. This message reason code cues the retrieval request receiver to supply IIAS
information to the sender. This information can consist of healthcare-eligible product
descriptions, amounts, and totals.
The healthcare content data is subject to the Health Insurance Portability and Accountability
Act of 1996 (HIPAA) restrictions. Therefore, the actual fulfillment cannot take place through
Mastercom; instead, it must be fulfilled by fax, secure email, or express delivery. The fulfillment
documentation must be sent directly from the merchant or acquirer to the issuer processor.
IIAS Acquirer Response Codes
Three Acquirer Response Code (ARC) are assigned exclusively for IIAS retrieval requests.
• F—no audit storage is required (IIAS information cannot be provided because the merchant
is exempt from using IIAS).
• G—the retrieval information provided is not complete or is inaccurate.
• H—the retrieval request has been fulfilled outside of the Mastercom™ system.
The acquirer provides an informational response to the issuer through Mastercom that
indicates if the fulfillment documentation will be provided manually. Both issuers and acquirers
are responsible for ensuring that IIAS fulfillment is satisfied outside of Mastercom. Acquirers
are responsible for ensuring that the appropriate response code is selected within the
Mastercom system if the fulfillment is not applicable.
Clicking on any IIAS transaction within the Mastercom data view displays the section menu.
Issuers must accept the fulfillment response. There is no reject option for response codes F, G,
or H.

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When Should the Issuer Accept an Image?

When Should the Issuer Accept an Image?

If the issuer requests an original document or some other proof of a transaction, the acquirer
may fulfill the request in the form of an image, a substitute draft, or the acquirer response
code.
The issuer may accept or reject the fulfillment. Refer to Section 2.3.2 of the Chargeback
Guide.

Reasons Why the Issuer May Accept an Image

The issuer may accept an image if the following circumstances exist:
• The transaction amount is legible, but has the incorrect amount.
• The image does not contain a signature.
• The account number was manually keyed or handwritten.
• All information is present and legible.
• The acquirer provided the merchant name, transaction date, and expiration date in the
Memo field.
Accept Remaining Documents and Unfulfillable Requests, Codes D and E
If you process all documents that are received on a daily basis, the processing time is greatly
decreased by using the Accept All D and E function. Be sure to reject all illegible images before
you accept all of the remaining images.

About this task

The Accept All D and E feature will not affect any other transactions except those with ARCs
of D and E. To accept all remaining documents (ARC-D codes) and unfulfillable (code E)
requests, follow these steps.

Procedure
1. Click Accept All D and E under the Apply Action menu.
The system will automatically accept only the documents (code D) that have not been
rejected and those that are Unfulfillable (code E).
2. Click X to close the window.
Verify Your Work
Before committing your work, you should verify your work to ensure that you made no errors
in accepting or rejecting images or invalid requests. The chart shows the Issuer Response
Codes (IRC).

About this task

Issuer Response Codes (IRC)

Code 01 Accepted image (code D)
Code 02 Rejected image (code D)

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Retrieval Request Issuer Worked

Issuer Response Codes (IRC)

Code 03 Accepted invalid code (codes A, B, or C)
Code 04 Rejected invalid code (codes A, B, or C)
Code 05 Accepted unfulfillable request (code E)
Code 06 Automatically accepted image (code D) or invalid ARC (codes A, B, or C)
Code 07 Automatically accepted image (code D) or invalid ARC (codes A, B, or C)

To verify your work, follow these steps.

Procedure
1. Click the column header Issuer Response Code (IRC) in the data grid to sort the records by
IRC.
2. Scroll to the top of the data grid to view all verified items, beginning with Code 01.
3. Select the first worked record by clicking it.
4. For all verified records, review to see that they have been accepted or rejected
appropriately.
5. Repeat steps 3 and 4 to verify all items.
Retrieval Request Issuer Worked
The Issuer Worked view provides a list of retrievals that were previously accepted or rejected.
This includes items that were auto-accepted by Mastercom™ after ten days of inactivity.

About this task

Auto accepted items are noted by Auto appearing in the Issuer User ID field within the data
view and report. The history of transactions showing within this view depends on your user
preference setting for Display Records. You can show up to 60 days of Worked transactions in
this view.

NOTE: This view can also be used to pull records from the Mastercom database archives.

Procedure
1. Within the view, click the advanced filter icon .
2. Determine your filter criteria and move it to the right side.
3. Once the filter has been configured, click Search.
Data will be returned to the data grid based on your criteria.

Retrieval Requests and Fulfillments

This section includes information about processing retrieval requests and fulfillments through
the Mastercom® system. It also includes information about settlement for Retrieval Request

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 Mastercom Application
Overview

fulfillments, retention period requirements for transaction information documents, and fines
and penalties associated with Retrieval Requests.
Overview
The issuer submits a Retrieval Request to obtain a copy of a transaction information document
(TID) from the acquirer.
The requested document may help resolve an issue with a transaction. Mastercard® uses the
term TID to include transaction documentation such as form sets, sales tickets, terminal
receipts, or records of charges.
Fulfillment occurs when the acquirer provides the issuer with the TID. Mastercard processes
and settles the appropriate fees.
This chapter includes the following information:
• Procedures to process retrieval requests, responses, and fulfillments through the
Mastercom® system
• Recommended procedures for customers that choose to submit or fulfill retrieval requests
by means other than the Mastercom system
• Settlement procedures for retrieval request fulfillment records
• Retention period requirements for TIDs
• Information about applicable fees, fines, and penalties
Issuer’s Right to Request a Transaction Information Document
Because acquirers must present clearing records to all other customers electronically through
the Global Clearing Management System (GCMS), the issuer has the right to request the
original Transaction Information Document (TID), a copy of the original TID, or a substitute
draft.
The most common reasons for an issuer to initiate a retrieval request are to:
• Satisfy a cardholder inquiry
• Support legal or fraud investigation
However, this right does not apply to Mastercard® ATM Network transactions or to intra-
European and inter-European CAT Level 1, 2, or 3 transactions.
Retrieval Request Fulfillment Statuses
While using Claims Manager, an issuer has access to more detailed information about the
fulfillment status of a retrieval request.

Retrieval Request Fulfillment Status Definitions

Mastercom applies one of four statuses to each retrieval request fulfillment. Issuers may view
these statuses by using the UI.
• Pending: the acquirer has created the retrieval request fulfillment, but the acquirer has not
sent the fulfillment to Global Clearing Management System (GCMS).
• Canceled: the acquirer has canceled the retrieval request fulfillment before sending it to
GCMS.

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Acquirer’s Obligation to Provide a Transaction Information Document

• Processed: acquirer has scheduled the retrieval request fulfillment for GCMS using batch
clearing
• Rejected: retrieval request fulfillment has been rejected by GCMS

Viewing Retrieval Request Fulfillment Status Details in the UI

Use the following steps to view retrieval request fulfillment statuses.
1. In Claims Manager, open a claim by double-clicking on it.
2. Under Dispute Events on the right-hand side of the page, expand the Retrieval Request
section by clicking the arrow next to it.
3. Click View Details.
4. When the Event tab opens, view the status and any memos from that tab.
Acquirer’s Obligation to Provide a Transaction Information Document
The acquirer has an obligation to provide a legible copy of the Transaction Information
Document (TID) or a substitute draft if requested by the issuer.
To ensure timely delivery of the item, Mastercard® strongly recommends that the acquirer
provide the documentation through the Mastercom™ system. Using the Mastercom system
ensures that the issuer receives the transaction information document image or acquirer’s
retrieval request response code.
Acquirers must provide TIDs within the applicable periods.
In addition, any customer in violation of this section may be assessed a fee of USD 1,000 per
day or a fraction thereof, up to a maximum of USD 10,000 for any single customer.
Mastercom Processing
All customers have been provided to the Mastercom™ system to help with the routing of
retrieval and chargeback documentation through the Mastercom system.
The Mastercom system is PC-based and electronically transmits a copy of the requested
Transaction Information Document (TID) through the Mastercom server. The result is a clear
copy that the issuer and the cardholder can read, and proof for the acquirer that it fulfilled the
request. Mastercard® strongly recommends that customers use the Mastercom system to
ensure timely delivery of items.
Acquirer’s Retrieval Request Response
If an acquirer cannot locate an item based on the information that the issuer provided in the
Retrieval Request, the acquirer may respond through Mastercom™ with one of the below
listed acquirer response codes. The acquirer should thoroughly research the retrieval request
before transmitting a response.
The issuer receives the acquirer’s response on Mastercom. The Mastercom system maintains an
audit trail within the issuer’s notification file.
The four Acquirer Response Codes listed in the following table describe the reasons for the
failure to provide requested items.

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Time Frame for Fulfilling a Retrieval Request

Acquirer
Response
Codes Description
A The acquirer reference data (ARD) is not within the range of reference numbers assigned
by that acquirer.
B The ARD and cardholder number combination in the retrieval request does not match the
original document.
C Any of the following:
• The issuer’s request for retrieval was for a transaction identified as a contactless
transaction that is equal to or less than the applicable CVM Limit.
An Acquirer Response Code of C may not be used in response to an issuers request for
a transaction identified as a Contactless Transit Post-Authorized Aggregated
transaction that is equal to or less than the applicable CVM Limit.
• The issuer’s request for retrieval was for a transaction identified as a Quick Payment
Service (QPS) transaction that is equal to or less than the applicable CVM Limit.

E The item is unavailable.

Mastercard recommends that all acquirers process their response codes through Mastercom.
Time Frame for Fulfilling a Retrieval Request
The acquirer should ensure that the issuer receives the Transaction Information Document
(TID) within 30 calendar days following the Central Site Business Date of the retrieval request.
Fulfillment Types
The acquirer that receives a retrieval request must fulfill the request.
For chip-read transactions, acquirers also must provide the transaction certificate inclusive of
its elements upon request.
The acquirer must provide the following types of fulfillments in response to the value
indicated in Retrieval Document Code (Private Data Sub-element [PDS] 0228). Retrieval
Document Code values are defined as follows:
• 1—Original Transaction Information Document (TID). The original TID also is referred
to as the “hard copy,” or “original paper.” The acquirer must transmit a legible copy using
the Mastercom™ system in response to this request. Additionally, the acquirer may provide
the original document by certified mail or overnight courier if it is available.
If the transaction was a mail order, a retrieval request fulfillment for the “hard copy” must
minimally provide the cardholder’s name and description of the merchandise.
• 2—Copy of the Original TID. The acquirer must either transmit a legible image of a TID
copy or substitute draft when applicable.

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 Mastercom Application
Requirements for a Substitute Draft

Mastercard recommends that acquirers fulfill a retrieval request with a legible copy of the
TID, even though a substitute draft may be permitted if the reason for request includes a
requirement for a signature or proof of the card’s presence.
• 4—Substitute draft. The acquirer may transmit a substitute draft if the transaction was
any one of the following transaction types:
– Mail/phone order or recurring transaction or any other non-face-to-face (SecureCode
and other Electronic Commerce transactions)
– Airline/passenger railway
– Vehicle rental
– Parking lot
– Lodging
– CAT
– Chip-read transaction
The acquirer must not fulfill a retrieval request for a retail transaction electronic draft capture
transaction with a substitute draft if it is not for a transaction type listed above.
Requirements for a Substitute Draft
The acquirer is responsible for ensuring that all substitute drafts contain the truncated PAN
used in the transaction.
Substitute Draft for Card Not Present Transaction
The following list identifies the substitute draft data that are requirements for card-not-
present transactions.
• Cardholder account number
• Cardholder name
• Merchant name or Web site address
• Merchant location, Web site or customer service phone number in lieu of city information
• Date the merchandise or services were ordered
• Transaction date, date merchandise shipped, or services provided
• Authorization code (if any)
• Specific information describing the merchandise or services purchased
• “Ship to” name and address (if applicable)
• Transaction amount (indicate the original transaction amount if the requested transaction
represents a partial shipment)
• Address verification service code (if available)
• Order confirmation number (if available)

DEFINITION: Card-not-present = A non–face-to-face transaction that occurs when the card is

not present at the time of the transaction (but not limited to mail order, phone order,
subsequent recurring payment, and e-commerce transactions).

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Draft for Vehicle Rental Transaction

Draft for Vehicle Rental Transaction

The following list identifies the substitute draft data that are requirements for vehicle rental
transactions.
• Cardholder account number
• Description of the rental
– Type of vehicle
– Mileage
– Rental rates
– Actual rate charges
– Refueling charge
• Cardholder name
• Cardholder address
• Transaction amount
• Authorization code (if any)
• Merchant name
• Rental location
• Return location
• Rental agent identification number
• Insurance charges
• Tax
• Cash received
• Rental agreement number
• Method of billing
• Rental and return dates
Substitute Draft for Airline and Passenger Railway Transaction
The following list identifies the substitute draft data that are requirements for airline and
passenger railway transactions.
• Cardholder account number
• Cardholder name or business name (optional)
• Passenger name
• Transaction date
• Transaction amount
• Mailing address (optional)
• Authorization code (if any)
• Airline or passenger railway merchant name
• Travel agency name and location (if applicable)
• Airline flight or passenger railway information (if applicable)
• Ticket number (optional)
If the cardholder purchased an airline ticket, the acquirer may provide a computer-generated
substitute draft produced by the supplier of the ticket (for example, the airline) instead of a

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 Mastercom Application
Substitute Draft for Lodging Transaction

legible copy. The substitute draft must be in accordance with Inter-Industry Message
Specifications Standards for Credit Card Billing Data. If the substitute draft fails to satisfy the
inquiry, the issuer may request the actual TID (hard copy) or a copy of the TID. The acquirer
must provide the actual TID or copy of the TID to the issuer.
Substitute Draft for Lodging Transaction
The following list identifies the substitute draft data that are requirements for lodging
transactions.
• Ticket number (optional)
• Cardholder account number
• Cardholder name
• Guest name, if different
• Dates of stay, including check-in and check-out dates
• Transaction amount
• Authorization codes (if any)
• Merchant name and location
• Itemization of charges including room rate, taxes, food and beverage charges, and
incidental charges
Substitute Draft for Cardholder-Activated Terminal Transaction
The following list identifies the substitute draft data that are requirements for Cardholder-
Activated Terminal (CAT) transactions.
• Cardholder account number
• Invoice number (if available)
• Authorization code (if any)
• Transaction date
• Merchant name
• CAT location code or city and state
• Product purchased
• Total amount
Substitute Draft for Parking Lot Transaction
The following list identifies the substitute draft data that are requirements for parking lot
transactions.
• Cardholder account number
• Cardholder name (optional)
• Transaction amount
• Merchant name and location
• Terminal location code (if available)
• Transaction date and time
• Authorization code (if any)
• License plate number of the car (optional)

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Substitute Draft for Chip-Read Transaction

Substitute Draft for Chip-Read Transaction

The following list identifies the substitute draft data that are requirements for chip-read
transactions.
• Cardholder account number
• Cardholder name (if available)
• Transaction date
• Transaction time (optional)
• Transaction amount
• Authorization code (if any)
• Data Element (DE 55) (Integrated Circuit Card [ICC] System-Related Data), complete and
unaltered (optional)
• Merchant name and location
• Store department (optional)
• Description of the merchandise or services
• “Ship-to” information (if applicable)
Substitute Draft for Contactless Transit Transaction
The following list identifies the substitute draft data that are requirements for contactless
transit transactions.
• Cardholder account number
• Cardholder name (optional)
• Transaction amount
• Merchant name
• Transaction date and time
• Authorization code (if any)
• If the transaction was a post-authorized aggregated contactless transit transaction, then a
list of each terminal location, date, and time at which the contactless tap or taps occurred
must be included. The terminal location must readily identifiable by the cardholder, for
example: station name or bus route.
Retrieval Request Fulfillment Procedure
The acquirer must fulfill a retrieval request through the Mastercom™ system to guarantee
delivery of the item.
When the acquirer fulfills the request through the Mastercom system, the Mastercom system
generates the record.
In most cases, the Mastercom system will transmit the image from the acquirer to the issuer in
24 hours or less. The printed detail included with the image and transmitted using Mastercom
provides the issuer with sufficient data to allow it to match the documentation to the
applicable retrieval request record. The retrieval request is considered complete when the
acquirer processes the image.
Within 10 calendar days (25 calendar days for Mexico domestic transactions) of receipt,
however, the issuer has the right to reject the image if the acquirer transmitted an illegible or
incorrect image of the TID or substitute documentation to the issuer.

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Image Review Guidelines for Rejecting Fulfillments

If the issuer fails to respond by rejecting the image within 10 calendar (25 calendar days for
Mexico domestic transactions) days of receipt, the retrieval request is considered fulfilled and
is auto-accepted by Mastercom.
When the issuer rejects an item, it is routed to Mastercom Image Review in St. Louis, where a
Mastercard representative reviews it and rules in favor of the issuer or acquirer.
Once the retrieval request is considered fulfilled in accordance with the procedures above, the
Mastercom system will generate fulfillment fees through the Mastercard Consolidated Billing
System (MCBS). For Mexico domestic transactions only, the Mastercom system will generate
the fulfillment fee immediately upon the acquirer’s fulfillment of the retrieval request.
Customers may use the Mastercom system to transmit images of Visa card transactions
through the Mastercom workstation. The process is identical to that previously described for
Mastercard retrieval requests. Customers must ensure that they update their internal Base II
files.
The fulfillment fee structure for Visa transactions supplements Base II fulfillment fees to ensure
overall consistency with Visa pricing.
If an acquirer has provided EMV chip data in DE 55 of the First Presentment/1240 message
and provides the data again when fulfilling a retrieval request, the acquirer may collect a USD
25 (or EUR 25 for intra-European and inter-European transactions) handling fee.

NOTE: Retrieval Requests will not go through Collaboration. They will continue to be created
within Claims Manager.

Image Review Guidelines for Rejecting Fulfillments

When rejecting the image of the Transaction Information Document (TID) or substitute draft,
the issuer must enter the applicable reject reason code in the Mastercom™ retrieval application
on its Mastercom workstation.
If the issuer rejects the fulfillment, the Mastercard® Image Review representative reviews the
image and reason for the reject and issues a decision in favor of either the issuer or the
acquirer. The Mastercard representative usually issues this decision within two business days.
This process is called “Mastercom Image Review.”
Mastercom Image Review Reject Codes
The following chart contains the reason codes for issuer rejects.

Mastercom Reject Reason Codes

Code Description
A Transaction amount missing/illegible.
D Transaction date missing/illegible.
E Not used.
M Merchant name missing/illegible.

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Guidelines for Rejecting for “P” (Primary Account Number Missing/Illegible)

Mastercom Reject Reason Codes

Code Description
O Other. (To specify items missing or illegible on a substitute
draft.)
P Primary account number missing/illegible.

NOTE: A truncated primary account number (PAN) on

an electronically generated TID does not constitute
missing or illegible information.

W Not used.

Guidelines for Rejecting for “P” (Primary Account Number Missing/Illegible)

The issuer should not reject the item to Image Review under the following conditions.
• A manually keyed or handwritten account number appears on the Transaction Information
Document (TID) and the account number is clear.
• The account number appears more than once on the ticket, and the manually keyed or
handwritten account number is clear, but the imprinted number is not clear.
• The account number is clear but is not the one requested.
• The account number is truncated on an electronically generated TID.
The issuer must accept the item under the circumstances specified above.
Guidelines for Rejecting for “A” (Transaction Amount Missing/Illegible)
If the transaction amount is legible but is not the amount requested in the retrieval request,
the issuer should not reject the item to Image Review. The issuer should accept the item.
Guidelines for Rejecting for “O” (Other—Missing Information on Substitute Draft)
Use this message reason code when a substitute draft does not contain the required
information identified in the following section.
If the image does not contain a signature, the issuer must accept the item.
Customers rejecting an item for this reject reason code must provide an explanation for the
rejection in the memo field. Customers should use this code only for categories other than
those listed above.
Any information missing on a substitute draft would constitute a common reason for rejection
within this category.
Memo Field
The acquirer should use the memo field to document unclear or missing information,
including the following.
• Merchant name or location
• Missing information on the substitute draft
• Transaction date information

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Image Review Guidelines for Rejecting Acquirer’s Response Codes

When the acquirer provides this information, the issuer may not reject the item to Image
Review for the reasons noted in the memo field. If the acquirer does not provide the
appropriate information in the memo field, the issuer is permitted to reject the item to Image
Review for a decision.
Customers may use the following standard abbreviations in the memo field.

Abbreviation Definition Abbreviation Definition

ACC or ACCT# Account Number MER or MERCH Merchant
ACQ Acquirer MO Mail Order
AMT or $ Amount PO Preauthorized Order
CB Chargeback RC Message reason code
CH Cardholder REQ RSN Request Reason
EC or ECOM Electronic Commerce SGN or SIGN Signature
EDC Electronic Data Capture TRN or TRAN Transaction
ILL or ILLEG Illegible TD Transaction Date
ISS Issuer TO Telephone Order
LOC Location W/ With

Image Review Guidelines for Rejecting Acquirer’s Response Codes

An issuer that receives an invalid acquirer’s response code of A, B, or C may reject the
response to Image Review within 10 calendar days under the following conditions.

Acquirer’s
Response Code Condition to Substantiate Reject
A The ARD in the retrieval request contained the valid ARD received in the original Financial
Detail Addendum/1644 messages.
B The retrieval request contained the same ARD and cardholder combination as received in
the original Financial Detail Addendum/1644 messages.
C The original Financial Detail Addendum/1644 messages does not show a Mastercard
contactless transaction took place or carry the QPS identifier in PDS 0044 (Program
Participation Indicator), subfield 2 (QPS/Contactless Chargeback Eligibility Indicator) of the
clearing message.

The issuer must complete its research before rejecting the response code. When an issuer
rejects an acquirer’s response code, it must send a legible copy of the research document to
Image Review through Image Mail, identifying the following:
• Rejecting ARD

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Mastercom Image Review Decisions

• Cardholder account number

• Transaction amount
The research documentation must show the original First Presentment/1240 message received
from the acquirer (such as the incoming GCMS report) and must be received at Central Site
within 24 hours of the reject.
If an issuer rejects a record, the issuer must send a copy of the original financial detail
documentation and the record as proof to Image Review within 24 hours of the reject.
Mastercom Image Review Decisions
A Mastercom™ Image Review representative reviews the documentation to determine if the
retrieval request was fulfilled correctly or incorrectly and then advises the issuer and acquirer.
Mastercard® provides the following information.
• Original request record generated by the issuer
• Acquirer’s response
• Issuer’s response
• Mastercom Image Review decision
• Memos supplied by the acquirer, issuer, or Mastercom Image Review
Reading the Image Review Decision
An Image Review Decisions report with all Image Review decisions that details each rejected
fulfillment can be printed from the Mastercom reports section.
The Image Review Decision is found in the column marked Mastercard Ruling.
• A—indicates that the acquirer was favored
• I—indicates that the issuer was favored
The column marked Reject Reason will be populated with the reject code field selected by the
issuer. The possible reject codes are:
• P = Primary Account Number
• D = Transaction Date
• A = Transaction Amount
• M = Merchant Name
• W = Wrong Item/Item Not as Requested
• O = Other
Settlement
Settlement is the process by which Mastercard® facilitates the exchange of funds on behalf of
its customers that have sent or received financial transactions through a clearing system.
Some of the important financial transactions are included in this process.
• Collaboration (Merchant Refund)

NOTE: This is the same refund process when the acquirer issues a refund. No new process
is being utilized for merchant refunds.

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User Provided Settlement Date for Argentina and Uruguay

• Presentments from acquirer to issuer

• Chargebacks from issuer to acquirer
• Fee Collections (sender and receiver depends on message reason code and includes
transactions sent from Mastercard to the customer)
• Bill Payments, such as RPPS
• Other, such as reversals
The exchange of successfully processed detailed financial transaction data through a clearing
system represents an obligation to exchange funds. To facilitate the settlement of funds,
Mastercard uses the Settlement Account Management (S.A.M.) system—a Windows®–based,
Client–server software application designed to streamline the process of moving funds.
Funds are exchanged based on the net value of all cleared financial transactions for each
settlement day. The net value may include the following:
• Transaction amounts and all other transaction and interchange charges processed through
the clearing systems
• Cash disbursement and ATM cash disbursement accommodation fees
• Billing items submitted by the Mastercard Consolidated Billing System (MCBS) to the
clearing systems, the S.A.M. system, or both.
The process by which Mastercard facilitates the exchange of funds on behalf of its customers
and the distinct components of the process are referred to herein as Mastercard Settlement.
The Global Clearing Management System (GCMS) creates the Financial Position Detail/1644
reconciliation message that confirms each sending customer’s accepted retrieval fulfillment
fees.
The issuer may collect a USD 25 (EUR 25) handling fee if the retrieval request fulfillment or TID
provided with the second presentment verifies an incorrect merchant name, location, or
transaction date. When collecting a handling fee, the issuer must submit a Fee Collection/
1740 message with message reason code 7612.
User Provided Settlement Date for Argentina and Uruguay
Mastercom™ Claims Manager supports user defined settlement date for domestic transactions
cleared and settled through the Global Clearing Mastercard System.
If the customer is set up to participate in local intra-currency settlement service, they can
define - while creating the dispute - the Settlement Date for example, the future date Clearing
System should settle the dispute on. The following disputes qualify for user defined
Settlement Date. Refer to the screenshots below when Creating any dispute mentioned in
above list, Claims Manager provides a date widget and allow the user to pick a future date to
select the Settlement Date.
• First Chargeback (Full or Partial)

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User Provided Settlement Date for Argentina and Uruguay

• Arbitration Chargeback (Full or Partial)

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User Provided Settlement Date for Argentina and Uruguay

• Re-presentment – 1240

• Fee Collection – 1740

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User Provided Settlement Date for Argentina and Uruguay

A valid settlement date is defined as follows

• Submitted date is not on a recognized holiday that the local settlement bank for the intra-
currency settlement arrangement designates

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Fulfillment Fees

• Submitted date is not on a “Closed for Settlement” date that the local settlement bank for
the intra-currency settlement arrangement designates (for example, the local settlement
bank is closed for settlement activity on Saturday and Sunday)
• Submitted date does not exceed 90 days from the GCMS processing date of previous cycle

NOTE: Mastercom Claims Manager does not validate the settlement date provided by the
user. If a dispute is submitted with an invalid settlement date, it is rejected by the Clearing
System.

Settlement Service Participation for various Regions

The option for the customer to provide a settlement date depends on whether the customer is
set up to participate in local intra-currency settlement service agreement.
• Following services are available for Domestic Settlement in Argentina:
– LA00003201
– LA00003202
• Following services are available for Domestic Settlement in Uruguay:
– LA00085801
– LA00085802
– LA00084001
– LA00084002
Fulfillment Fees
The acquirer receives reimbursement from the issuer for retrieving a copy of the TID and is
dependent on the following.
• How quickly the acquirer fulfilled the request
• The type of documentation requested and provided
Mastercard® is responsible for debiting the issuer and crediting the acquirer for fulfillment
fees. Mastercard bills the processing fees as On-behalf 1740/Fee Collections through Global
Clearing Management System (GCMS).
The following table summarizes the fulfillment fee structure for Mastercard and Visa
fulfillments.

Mastercom Fee Classification Fulfillment Time Frames in

Days
PDS 0228
Retrieval More
Document Document than 21
Type Code A 1–5 B 6–10 C 11–15 D 16–21 Days
Mastercard Sales Draft 2 USD 8/ USD 5/ USD 3/ USD 2/ USD 0/
EUR 8 EUR 5 EUR 3 EUR 2 EUR 0

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Fee Generation

Mastercom Fee Classification Fulfillment Time Frames in

Days
PDS 0228
Retrieval More
Document Document than 21
Type Code A 1–5 B 6–10 C 11–15 D 16–21 Days
Mastercard Substitute 4 USD 6/ USD 3/ USD 2/ USD 1/ USD 0/
Draft EUR 6 EUR 3 EUR 2 EUR 1 EUR 0
Visa Supplement 2 USD 6/ USD 3/ USD 1/ USD 0/ USD 0/
EUR 6 EUR 3 EUR 1 EUR 0 EUR 0

Mastercard considers the fulfillment complete when the acquirer processes within
Mastercom®. Mastercom uses the process date for the calculation of Mastercom fees, not the
“MIP-staged” date and time, because Mastercom has the actual date of the acquirer’s
fulfillment.
For example, if Mastercard Central Site originally processed the retrieval request on 1 October,
and the acquirer’s fulfillment was processed on 6 October, the fulfillment delivery period is five
days. The fulfillment meets the Mastercom Fee Classification A (1–5 days) as described in the
previous table. The fee is based on the document type provided by the acquirer and the
number of days taken to fulfill the request using the Mastercom system.
Mastercom processes fulfillment fees when:
• The issuer accepts the image or response sent by the acquirer.
• The issuer has rejected the image or response and Image Review has issued a decision in
favor of the acquirer.
• Ten calendar days have elapsed since the acquirer provided a response or transmitted an
image to the issuer’s workstation and the issuer has failed to accept or reject the image or
response.

NOTE: Fee Collection messages are not to be used for collaboration events when a refund
is not fulfilled through the normal process. Mastercom customers should refer to
Mastercard Merchant Refund Process for more information. Direct to Ethoca customers
should follow the Ethoca processes outlined in your service agreement.

Fee Generation
Mastercom™ generates retrieval fulfillment fees as on behalf 1740/Fee Collections as follows.
• Item Unavailable: If the acquirer sends a response code of E, Item Unavailable, the issuer
must accept it. In this case, the acquirer will not receive a fee.
• Valid Acquirer’s Retrieval Request Response: If the acquirer sends a response code
indicating that the requested information was inaccurate and the issuer agrees, the

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Chargeback Sender Processing

acquirer is paid and the issuer charged based on the date of the acquirer’s response and
the type of document requested.
• Image Review Decision: A Mastercom Image Review decision in favor of the issuer will
not generate a fulfillment fee.
A Mastercom Image Review decision in favor of the acquirer will generate a fulfillment fee
based on the date of the acquirer’s response and the type of document requested.

Chargeback Sender Processing

The Chargeback Support Documentation Sender process in Mastercom™ is explained in this
chapter.
Chargeback Overview
Chargeback Sender processing refers to the issuer’s First and Arbitration chargeback cycles
and to the acquirer’s Second Presentments. Chargebacks whether requiring documentation or
not must processed through Mastercom™.
Any records containing a positive documentation indicator is now be able to apply the
documentation at the time of chargeback creation. Mastercom then sends the chargeback
details to GCMS for processing and accepts the response back from GCMS that updates the
chargeback status.
If documentation is not applied at the time of chargeback creation, users or API is allowed to
attach all supporting documentation within the timelines outlined in the Chargeback Guide.
Benefits of Mastercom Chargeback Documentation
Benefits of Mastercom™ chargeback include the following.
• Helps to assure senders that their documentation is transmitted quickly and accurately to
the receiving customer.
• Provides confirmed delivery of documentation and a comprehensive audit trail of the
chargeback process for senders and receivers.
• Greatly reduces the period for delivery of chargeback documentation.
• Enhances a customer’s service reputation because of rapid and decisive resolutions of
disputes between cardholder and card acceptor.
Chargeback Documentation Process Flow
The following is a brief description of the Mastercom™ chargeback process flow for all
chargeback cycles that require documentation.
1. The sender generates a claim within Mastercom.
2. The sender prepares the chargeback with appropriate documentation.
3. The sender will submit the chargeback.
4. Mastercom will run the chargeback against the mastercom rules engine prior to step 5.
Items rejected will show within the same reject field as the GCMS rules and will indicate
the same reject reason codes as GCMS.
5. Mastercom will pause the chargeback and send over to our merchant network for a brief
period of time (24 hours). Merchants will respond within minutes of receiving the
notification and the chargeback will be release for step 6.

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Sender Transactions by Cycle

6. Mastercom then facilitates communication to Global Clearing Management System

(GCMS) based off of the Claim details for the transaction: files sent include:
a. First Chargeback/1442 message,
b. Second Presentment/1240 message, or
7. Mastercom will receive updates from the clearing system once the clearing system edits
the transaction and determines if it is accepted or rejected.
8. If the clearing system accepts the transaction, it updates Mastercom, which notifies the
receiver and process the Settlement.
9. Once the sender has uploaded the documentation, either at time of creation or with the
timeframe allow it is immediately sent to the receiver.
10. The receiving customer receives the documentation as soon as it is committed and reviews
the documentation to determine the appropriate action.
11. If the clearing system rejects the First Chargeback/1442 (valid until April 2019), Second
Presentment/1240, or Arbitration Chargeback/1442 message, it forwards a Message
Exception/1644-691 message to the receiver through Mastercom. Mastercom will also
forward the corresponding record to the sender as a report. The 1644-691 message
exception serves the following purposes:
– Notifies the sender, through the Reject Report, that it is not necessary to match the
required documentation because the message never was processed in the clearing
system.
– Presents a reject reason code that provides the sender with a means of quickly
reviewing and researching rejected messages.
Sender Transactions by Cycle
To sort the transactions by cycle, which assists in processing, follow these steps.

Procedure
1. Locate the Cycle (Function Code) column.
2. Move the column closer to the beginning of your data grid (see Moving Columns for
instructions).
3. Click on the column header to sort in descending order. Click again to sort in ascending
order.
Data Element 24–1442 denotes First Presentment and Arbitration Chargeback.
(1240 denotes Second Presentment.)
Data Element Description
1442–450 First Chargeback (full amount)
1442–453 First Chargeback (partial amount)
1240–205 Second Presentment (full amount)
1240–282 Second Presentment (partial amount)
1442-451 Arbitration Chargeback (full amount)
1442-454 Arbitration Chargeback (partial amount)

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Chargeback Sender Worked

Refer to Chargeback Guide for more information about chargeback cycles.

Chargeback Sender Worked
The Chargeback Sender Worked view provides a recent historical list of the chargeback cycles
previously worked.
These are transactions where the user previously attached documentation and sent it to
Mastercard®. Customers may access the records, comments, and the documentation that has
been submitted.
The Sender Worked view lists all chargebacks that were successfully completed previously. It
serves as a confirmation that the records and attached documentation were processed.
Customers should audit the Claim ID view or Sender Worked view to ensure all chargebacks
that the customer expects to be processed were completed. If items are missing, check the
Claim ID view. Records are returned to the Claim ID view and marked in a rejected status
whenever an error is encountered during processing. If the missing record cannot be located
in the Claim ID view, contact Customer Operations Services.
Research No Matches Found
If the system was unable to find a record, follow these steps.

Procedure
1. Use sorts and filters to help narrow the database search. If you do not find the record, go
to step 2.
2. Check the Document Indicator number (1 or 2) from the original chargeback record. If the
number is a 1 or 2, go to step 3.
3. Check the Chargeback Sender Rejected Items report. It lists Mastercard chargebacks that
were rejected in GCMS. You should identify the reason for reject, then modify and
resubmit within Mastercom.

NOTE: If the item is on the report, research the reject reason and initiate the chargeback
properly. If the item is not on the reject report, go to step 4.

Optionally, check the status within Claims Manager and the TQR4 / T5G2 report.
4. From the original chargeback record, check on which date that the chargeback was
initiated.

NOTE: If the date is less than 24 hours, wait and check again the next day. If the date is
greater than 55 days, the client has removed the record. If the date is between these time
frames, go to step 5.
5. Call Customer Operations Services to report the situation.

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 Mastercom Application
Chargeback Receiver Processing

Chargeback Receiver Processing

The Chargeback Support Documentation Receiver process in Mastercom™ is explained in this
section. This functionality within this section is inclusive within Dispute Resolution. Refer to
the Claims Manager section when working directly out of the Claims Manager tab.
Chargeback Receiver Processing
As Senders commit transactions, those Chargebacks and documentation are sent to the
Receiver’s Unworked view.
Receiving users access the support documentation to review. The information can optionally
be printed or exported. Printing transactions no longer removes them from the Receiver
Unworked view. This is accomplished by updating the status flag.
A training video is also available to help you comprehend this process. Refer to MasterCom
Chargeback Receiver Processing.
Chargeback Receiver Report
Chargeback Receiver reports steps are below to assist with generating reports.

About this task

How to Generate Reports

Procedure
1. Click report icon to print a report of all transactions received.
The report window opens.
2. Select Chargeback Signature category, and then select the format for the report—PDF
or Excel.
3. Click Chargeback Receiver Report from the reports list shown above. When the browser
window opens (below), choose Open or Save.
4. Click X to close the reports window.
Chargeback Receiver Worked
The Chargeback Receiver Worked view maintains an archive of recently completed Receiver
transactions. The retention period is variable, based on the Display Records preference setting.
For additional details, refer to Chapter 3, User Preferences. Open the Receiver Worked view
and review the transaction information.

Procedure
1. Open the Receiver Worked view.
2. Research requests through the advanced filter function to pull archived information from
the Mastercom™ database.
Users may optionally return records to the Chargeback Receiver Unworked view. To do this,
select the record, and then from the Apply Action menu, click Update Status. This action will
not affect Mastercom processing.

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Debit Sender Processing

Debit Sender Processing

This section explains the debit sender functions in Mastercom™. This function is not yet
available in Claims Manager. Initiation of Debit Disputes will still be started into SMTM up until
SMTM is brought into Mastercom.
Debit Sender
With Debit Sender processing, the sender attaches the support documentation and commits
the documents to the Mastercom™ server.
The fulfillment documentation is available to the receiver as soon as it has been committed.
This view applies to customers who originate representments through Single Message
Transaction Manager and provide the support documentation through the Mastercom system.
Customers must submit the documentation within 10 days of the chargeback or
representment date or the Mastercard® Debit Switch (MDS) will reverse the amount of the
representment record.
Benefits of Processing Debit Exception Items
Benefits of processing debit exception items through the Mastercom™ system include the
following.
• Provides efficient, electronic processing.
• Provides delivery tracking and an audit trail.
• Enables customers to process all documentation through a single source.
• Reduces disputes for missing and illegible documentation; eliminates the need to file
disputes for non-receipt of documentation.

NOTE: Customers using the Mastercard GCMS system instead of Single Message Transaction
Manager (SMTM) to process debit representments will see these transactions appear in the
Chargeback Receiver Unworked view.

NOTE: The Sender Debit view does not apply to customers in the Europe region. All incoming
chargebacks will be viewed in the Chargebacks Receiver view.

Debit Process Flow

The following is a brief description of the Mastercom™ Debit process flow for chargebacks and
representments that require documentation.

Customer In-house Process Flow

1. The acquirer initiates the chargeback or representment in Single Message Transaction
Manager (SMTM).
2. The MDS creates a 0422 message to the acquirer for settlement.
3. MDS generates the corresponding 0420 issuer message and reports it in SMTM.
4. Customers receive notice of the chargebacks and representments in SMTM.
5. The Debit Sender locates the representment in the Debit Sender Unworked view.
6. The user attaches a document to the record.
7. The user commits the worked items.

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Debit Chargeback Sender Unworked

8. Mastercom updates Single Message Transaction Manager (SMTM) with the fulfillment
information.
9. The documentation is available for the Debit Receiver in their Unworked View.
If documentation is not provided within 10 calendar days of the date of the chargeback or
representment in SMTM, the Mastercard Debit Switch (MDS) automatically will reverse the
financial position of the representment. The MDS will issue debits and credits as applicable.
Debit Chargeback Sender Unworked
The Debit Chargeback Sender Unworked view provides a list of debit chargebacks and
representments submitted through Single Message Transaction Manager (SMTM) where
support documents are waiting to be attached.
Records submitted in SMTM will be available for download to Mastercom™ within 24 hours
after submission.
A training video is also available to help you comprehend this process. Refer to MasterCom
Debit Chargeback Sender Processing.
Accessing the Debit Sender Unworked view automatically retrieves records from the
Mastercom server. The user’s responsibility is to attach support documentation to each record
and commit them. Customers have 10 calendar days from the date listed in the Exception
Settlement Date column to attach and send documentation.
The sender of the chargeback performs the following procedures daily:
1. Connect to the Mastercom application.
2. Open the Debit Sender Unworked view.
3. Attach the documents to the transactions.
4. Verify your work.
5. Commit worked items.
6. Exit the Mastercom application.
Once the sender has completed these steps, including committing worked items to the
Mastercom database, the receiver can access the Chargeback documentation from the
Mastercom server.

NOTE: The Debit Sender application may be accessed at any time. The Mastercom Server is
refreshed daily after the last Global Clearing Management System (GCMS) processing cycle is
completed.

Attach Documents to Chargeback Records

Information about attaching documents to the correct Chargeback record.

About this task

NOTE: Image file types should follow the document standard (file format, jpg, tif, pdf) and
should comply with the following naming conventions

• Image file names must not include Account/PAN information

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Debit Chargeback Sender Worked

• Image file names must not exceed 16 characters in length.

• Image file names must include a mix of alpha & numeric characters.
• Image file names cannot include special characters (such as ~!@#$%^&*()?><;:”’{}[]|\+=)
• Image file filenames cannot contain characters other than English-based letters and
numbers.
• Image filenames must not use use spaces, dashes, slashes, hyphens or other special
characters.
Applying a document while creating a Chargeback
• Create a claim by initiating a Transaction Summary Search.
• Select the transaction within the search result.
• Select Apply Action and Create Claim.
• With the claim open select apply action and Create Chargeback
Input the appropriate Chargeback Details
• Chargeback Reason Code
• Document Indicator = 1 Support Documentation
• Member message Text
• Document Message
• Chargeback Amount o Image
Images can use the browser drag and drop functionality
• To do this simply open up the directory where the images are stored (network folder or
local file system folder).
• Select the file and drag it to the drop area of the form and release.
• Document indicator will present the first page thumbnail image and associated filename
you had selected before dropping it in the drop area
• If you chose not to do the drag and drop function you can select the browse button and
navigate to your image director and select the image and attach

NOTE: Using the browse and select mode will only allow attachment of one document for
each selection at a time (browser limitation)

• After you are satisfied with your image selection and have verified the files are accurately
shown on the Create Chargeback Dialog box click Submit.
• The images will be applied to the chargeback at the same time the message to GCMS is
created.
Debit Chargeback Sender Worked
The Debit Chargeback Sender Worked view provides a recent historical listing of all
transactions previously sent from the Debit Sender Unworked view.
Users may access the transaction details, memos, and any attached documentation previously
sent. This may be used as confirmation that the representment documentation was processed,
a confirmation audit of all representments that were processed and are completed, or both.

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Debit Receiver Processing

If items are missing, check the Unworked view. Records return to the Unworked view
whenever an error is encountered during processing (for example, the attachments did not
pass virus scans). If the missing record cannot be located in the Unworked view, contact
Customer Operations Services.

Debit Receiver Processing

This section explains the debit receiver functions in Mastercom™.
Debit Receiver
With Debit Receiver Processing, the sender attaches the supporting documentation and
commits the documents to the Mastercom™ server.
The fulfillment documentation is available to the receiver as soon as it has been committed.
Customers originate the representment through Single Message Transaction Manager (SMTM)
and provide the support documentation through the Mastercom system. Customers must
submit the documentation within 10 days of the representment date or the Mastercard® Debit
Switch (MDS) will reverse the amount of the representment record.
Benefits of Processing Debit Exception Items
Benefits of processing debit exception items through the Mastercom™ system include the
following.
• Provides efficient, electronic processing.
• Provides delivery tracking and an audit trail.
• Enables customers to process all documentation through a single source.
• Reduces disputes for missing and illegible documentation; eliminates the need to file
disputes for non-receipt of documentation.

NOTE: Customers using the Mastercard Global Clearing Management System (GCMS) system
instead of Single Message Transaction Manager (SMTM) to process debit chargebacks and
representments will see these transactions appear in the Chargeback Receiver Unworked
view.

NOTE: The Sender Debit view does not apply to customers in the Europe region. All incoming
chargebacks will be viewed in the Chargebacks Receiver view.

Debit Process Flow

The following is a brief description of the Mastercom™ Debit process flow for chargeback and
representments that require documentation.

Customer In-house Process Flow

1. The acquirer initiates the representment in SMTM.
2. The MDS creates a 0422 message to the acquirer for settlement.
3. MDS generates the corresponding 0420 issuer message and reports it in SMTM.
4. The issuer receives notice of the representment in SMTM.
5. The Debit Sender locates the chargeback or representment in the Debit Sender Unworked
view.
6. The user attaches a document to the record.

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Chargeback Receiver Debit

7. The user commits the worked items.

8. Mastercom updates SMTM with the fulfillment information.
9. The documentation is available for the Debit Receiver in their Unworked View.
If documentation is not provided within 10 calendar days of the date of the representment in
Single Message Transaction Manager (SMTM), the Mastercard® Debit Switch (MDS)
automatically will reverse the financial position of the chargeback or representment. The MDS
will issue debits and credits as applicable.
Chargeback Receiver Debit
The Receiver Debit New view provides a list of the items with chargeback and representment
support documentation.
When customers send support documentation using Mastercom™ for Debit transactions
initiated in Single Message Transaction Manager (SMTM), the documentation is immediately
available to the receivers in the Receiver Debit New view. If documentation is not provided
within 10 calendar days of the date of the chargeback or representment in SMTM, the Single
Message System will automatically reverse the financial position of the transaction. The Single
Message System will issue a credit to the issuer and a debit to the acquirer credits and debits
as applicable.

NOTE: Transactions will remain in the Debit Receiver Unworked view for a maximum of 45
days if users do not manually update the status before then. Transaction status automatically
changes to unworked in the Debit Receiver Worked view after 45 days.

NOTE: The Receiver Debit view does not apply to customers in the Europe region. All
incoming chargebacks will be viewed in the Chargebacks Receiver view.

Debit Chargeback Receiver Unworked

The Debit Chargeback Receiver Unworked view provides a list of the transactions with
chargeback and representment documentation.
A training video is also available to help you understand this process. Refer to MasterCom
Debit Chargeback Receiver Processing.
When customers send representment support documentation initiated in Single Message
Transaction Manager (SMTM), the documentation is immediately available to Receivers. If
documentation is not provided within 10 calendar days of the date in SMTM, the Single
Message System will automatically reverse the financial position. The Single Message System
will issue credits and debits as applicable.

NOTE: The Debit Receiver application may be accessed at any time. The Mastercom™ Server is
refreshed daily after the last Global Clearing Management System (GCMS) processing cycle is
completed.

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Debit Chargeback Receiver Worked

Debit Chargeback Receiver Worked

The Debit Chargeback Receiver Worked view provides you with a confirmation of successfully
completed transactions processed in the Debit Chargeback Receiver Unworked view.
You may also access the Debit Receiver Worked report for details of recently completed
processing. If items are missing, check the Unworked view. Records are returned to the
Unworked view whenever an error is encountered during processing (for example, the
attachments did not pass virus scans). If the missing record cannot be located in the
Unworked view, contact Customer Operations Services.

Fee Collections
This is intended to provide information for Outgoing and Incoming Fee Collection Messages.
Outgoing and Incoming Fee Collection Messages
This document is intended to provide information above the Fee Collection implementation,
which has been delivered to Mastercard with Global Launch – Drop 3 Release.
Outgoing Fee Collection Messages
The following demonstrates the user’s interaction with Claims Manager to create an outgoing
Fee Collection message within any claim.
• To create a fee collection within the claim, simply click Apply Action and then Create
Collection Message
• Clicking on the use case will open the “Create Collection Message” wizard as follows:
• The collection message wizard will be invoked to select the appropriate action:
– Destination Member (ICA number): Validated against a valid Member ID in Mastercard.
Default value populated with the Receiver’s ICA number.
– Reason Code: Drop-down list of possible Reason Codes.
– Credit Receiver/ Sender: Radio Buttons and Amount/ Currency depends on the Reason
Codes selection.
– Account Number: Primary Account Number (PAN) from claim
– Event Date: Default to current date.
– Country Code
Procedure
1. Complete the values in the wizard
2. Click Submit.
3. Upon successful execution, event will be visible in the claim editor window, within the Fee
Collection section, as follows:
a. Fee collection status is initially marked as Pending. Processing of the outgoing Fee
Collection item will be done using ‘output.clearing.ipm’ batch.
b. User has option to view the details of the Fee Collection event, by clicking on the
hyperlink “View Details…” which open the event in item editor window as follows:

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Incoming Fee Collection Messages

Incoming Fee Collection Messages

Mastercom™ processes the inbound Fee Collection messages from Global Clearing
Management System (GCMS) and displays updates within the claim the Fee Collection is
bound to.

Fee Collection Reason Codes

• 7603 (may be without DE002/DE031)
• 7610 (may be without DE002/DE031)
• 7611 (may be without DE002/DE031)
• 7612 (may be without DE002/DE031)
• 7614
• 7616
• 7622
• 7623
• 7624
• 7627
• 7701 (may be without DE002/DE031)

Incoming Fee Collection Views

View of the Fee Collection message will depend on whether a matching claim already exist in
the system. Incoming Fee collection messages can be accessed from following two views:
• Miscellaneous Fees: All unmatched fee collection messages will be present in this view.
• Fee Collection Unworked: It will have all claims where fee collection message is received. If
fee collection message matches to an existing claim (if already under issuer/acquirer
worked queue), it will be available under this queue. This view will also list the claims
created from the unmatched Fee collection message.

User actions on Incoming Fee Collection Messages

• User actions on Incoming Fee Collection Messages
– Unmatched Fee collection item will be available in this view as follows:
• User will have an option to:
– Mark Item as Processed: User can mark the item as processed, if he or she decides to
not purse further with this Fee Collection Message. Clicking on the use case opens the
wizard as follows. This requires user confirmation only.
– Transfer Incoming Item: User can transfer this Fee Collection message to an existing
claim in the system. Clicking on the use case will open the “Transfer Incoming Item”
wizard, which displays the list of claims with which this Fee Collection message can be
linked to. Selecting the claim, and confirming by clicking on “Submit” button will link
this Fee Collection message with the desired claim.
– Create Claim from Item: User can create a new claim for this Fee Collection message,
and purse further with the claim to process any further related items. Clicking on the
use case will open the “Create Claim from Item” wizard. This requires user confirmation

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Creating a Fraud and Loss Database Record (SAFE)

only. Upon new claim creation, the claim will appear on “Fee Collection Unworked”
view.

From Fee Collection Unworked View

Fee Collection items, which are matched with the claim, but are not worked upon yet, will be
displayed in this view.
• User will have options:
– Create Collection Message
– Create Dispute Form
• From Item Editor. Fee collection messages can be opened in the item editor, in following
two ways:
– By Double-click the Fee Collection Message from “Miscellaneous Fee” view
– By clicking on the hyperlink “View Details…” from claim editor window
Availability of the use cases in Item Editor will be same, as is explained in the view above, to
which the Fee Collection Message belongs.
Creating a Fraud and Loss Database Record (SAFE)
Mastercom™ provides the ability to report any transaction to that has a Claim ID created
against it to the Fraud and Loss Databases (SAFE).

About this task

Customers are able to submit records to the Fraud and Loss database directly; this is simply an
integration point from Mastercom.

NOTE: This is an ‘add record only’ option . Any modification to the Fraud record needs to be
done through the Fraud and Loss Database.

The following steps outline the process to generate a record to the fraud and loss database.

Procedure
1. A claim ID must be created first. Follow the steps to create a claim if one does not exist.
2. Within the claim click Apply Action > Create SAFE Report.
3. A Dialog box will present itself with the following option:
– Selection of the Fraud Type Code
– Selection of the Sub-Fraud Type code
– Selection of the Chargeback indicator
– Selection of the Account Status
– Selection of the device type
– Selection of the Cardholder report date
– Selection of the card validation code
Details on each of these items and their usage can be found within the Fraud and Loss
Database Manual.

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Case Filing

4. Click Submit
Records are compiled throughout the day and will be sent to the Fraud and Loss Database
daily. If the record was already submitted to the Fraud and Loss Database for a particular
transaction, in which you are trying to report then Mastercom will not submit a duplicate
record on your behalf. Mastercard rules logic stops the duplication from happening within
the Mastercom application only.

Case Filing
This section contains information about the Mastercom™ Case Filing procedures.
About Mastercom Case Filing
Case Filing provides customer convenience by eliminating the need to provide copies of
documentation manually to both the filed-against customer and the Mastercard® Dispute
Resolution Management department.
The system appends documentation to each case and stores it in the Mastercom™ database.
Online customers have immediate access to all information related to each case. Case filing
provides the following benefits to customers:
• Case information is retained online for up to three years.
• A chargeback search tool is incorporated, allowing customers to access chargeback record
and image history.
• The Mastercom system provides Mastercard and custom report capability.
• User interface is consistent with Mastercom Retrieval and Chargeback Support
Documentation applications.
With case filing, when a customer enters a Pre-arbitration (formerly called Member
Mediation), arbitration case, a Pre-compliance, or a Compliance case relating to a Chargeback
reference number, the Mastercom system will search the chargeback database for the
Chargeback record. If the record is not found, the customer is responsible for forwarding all
documentation for each cycle. If the record is found, Mastercom will link all chargeback cycles
and corresponding documentation to the case filing record, providing a valid 10–digit
chargeback reference number is supplied, eliminating the need for the customer to locate and
re-attach Chargeback documents.
When the filing customer submits a Pre-arbitration, Arbitration case, a Pre-compliance, or a
Compliance case, the filed-against customer has a specified time frame (based on the type of
case) to provide a response.
The Dispute Resolution Management staff will review arbitration and compliance cases, enter
a decision into the Mastercom system, and indicate any fees or fines associated with the
ruling. For most cases, customers have the opportunity to withdraw or accept a case any time
before receiving the case decision from Dispute Resolution Management.
The Mastercom system retains a six-month history of pre-arbitration and pre-compliance cases
and a three-year history of all arbitration and compliance cases.
Sender Responsibilities
The Sender can perform the following tasks.
• File a case (Pre-arbitration, Arbitration, Pre-compliance, Compliance)

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Receiver Responsibilities

• Withdraw a filed Pre-arbitration, Arbitration, Pre-compliance, or Compliance case

• Review the status or rulings on filed cases
• Escalate a Pre-arbitration to an Arbitration case
• Escalate a Pre-compliance filing to a Compliance case
• Add new document to an escalated Arbitration and Compliance case
Receiver Responsibilities
The Receiver can perform the following tasks. Receiving customers should access the Case
Filing system on a frequent basis to determine if new cases are available for processing.
• Accept a filed case (Pre-arbitration, Arbitration, Pre-compliance, Compliance)
• Reject a filed case (Pre-arbitration, Arbitration, Pre-compliance, Compliance)
• Add new document to an escalated Arbitration or Compliance case
• Provide rebuttal documents and information
• Review rulings on filed cases
Time Frames for Case Filing
Case record and image retention is variable based on the case type.

Case Status Time Frame

Pre-arbitration Sending customers can escalate a Pre-arbitration case to an Arbitration
case at any time (prior to receiving an accept response from the filed-
against customer) up to 45 days or in accordance with local rule from the
GCMS processing date of the Arbitration Chargeback.
(United Kingdom (U.K.) customers should reference the UK
Domestic Rules for specific domestic rules.)

Arbitration Filing customers must file the Arbitration case within 45 days or in
accordance with local rule from the Global Clearing Management System
(GCMS) processing date of the Arbitration Chargeback.
(United Kingdom (U.K.) customers should reference the UK
Domestic Rules for specific domestic rules.)

Pre-compliance The time frames for submitting Pre-compliance cases under the various
violations are defined in Chapter 6 of the Chargeback Guide.
Compliance The time frames for submitting compliance cases under the various
violations are defined in Chapter 6 of the Chargeback Guide.

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Status Icons

Status Icons
This table provides descriptions of the case status icons, which are found in the first column of
the data grid in case views.

Ruling
Status
Status Icon Code Description
No icon appears when the case is pending a response from either the
filed-against customer receiver or Dispute Resolution Management
(DRM).
V Case was accepted by the filed-against customer.

V Case was withdrawn by the filing customer.

D Case was declined by DRM.

Pre-arbitration rejected, but not yet escalated.

Pre-compliance rejected, but not yet escalated.

Arbitration case was escalated to DRM by filing customer.

Compliance case was escalated to DRM by filing customer.

X Pre-arbitration is 75 days old or pre-compliance is 180 days old or older.

E Case filed in error and DRM changed the status to filed in error.

V Case withdrawn. Dispute Resolution Management reviewed the case and

assigned appropriate fees.
S Customer was favored in the case file decision (green background).

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Case Filing Sender View

Ruling
Status
Status Icon Code Description
R Customer was not favored in the case file decision (red background).

Case Filing Sender View

In the Case Filing Sender view, all cases which have not been ruled on will show, as well as
any withdrawn, accepted, ruled on, filed in error, or declined cases (based on the periods
defined in User Preferences for display records).
Some cases will have processing notifications to alert you that further action is necessary.
A training video is also available to help you comprehend the Case Filing Sender View. Refer
to MasterCom Case Sender View.

Procedures
1. To view processing notifications, move the mouse pointer over the icons.
– Processing errors are displayed in red to show that a user action is required to process
the transaction. This appears when a previous user action did not process successfully.
Processing errors signal that the case did not process and requires customer attention.
In most instances, clean documentation will need to be reattached.

NOTE: Alerts are informational and do not restrict the user from processing or
reprocessing alerted transactions.
– Advisory notifications provide additional information about the transaction. This is
informational only; no action is required.
2. To view Case status, move the mouse pointer over the case status icons. See Status Icons
for more details.
3. To filter your view, select the Manage View menu, and click Ready to Work. This view
shows only active cases, or cases that have been rebutted by the receiver. It does not
include cases that have been withdrawn, accepted, ruled on, filed in error, or declined.
4. To return to the initial sender view, select the Manage View menu, click Ready to Work,
and then uncheck the view filter.

NOTE: Cases are displayed in the view until they have been in closed status for 60 days.

NOTE: Columns may be checked to select or unchecked to deselect. If the check mark is
removed, the column will be hidden from the data grid. The order of the columns may
also be changed by dragging and dropping the columns, or by dragging the column name
to a new location within the list. These customizations are temporary.

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Case Filing Receiver View

Case Filing Receiver View

In the Case Filing Receiver view, all cases which have not been ruled on will show, as well as
any withdrawn, accepted, ruled on, filed in error, or declined cases (based on the periods
defined in User Preferences for display records).
Some cases will have processing notifications to alert you that further action is necessary.
A training video is also available to help you comprehend the Case Filing Receiver View. Refer
to MasterCom Case Receiver View.

Procedures
1. To view processing notifications, move the mouse pointer over the icons.
– Processing errors are displayed in red to show that a user action is required to process
the transaction. This appears when a previous user action did not process successfully.

NOTE: Alerts are informational and do not restrict the user from processing or
reprocessing alerted transactions.
– Advisory notifications provide additional information about the transaction. This is
informational only; no action is required.
– Audit warnings, based on your User Preferences, alert you to a transaction that meets
or exceeds the amount set. This is informational and no action is required to complete
processing.
2. To view Case status, move the mouse pointer over the case status icons. See Status Icons
for more details.
3. To filter your view, select the Manage View menu, and click Ready to Work. This view
shows only cases that have not been withdrawn, accepted, ruled on, filed in error, or
declined within the time frame defined in your User Preferences.
4. To return to the initial sender view, select the Manage View menu, click Ready to Work,
and then uncheck the view filter.
5. To see recently closed cases, open the Manage View menu, and then select the closed
cases view filter.
6. To customize the view, move the mouse pointer over a column name, and then click the
arrow to show the list of available columns.

NOTE: Columns may be checked to select or unchecked to deselect. If the check mark is
removed, the column will be hidden from the data grid. The order of the columns may
also be changed by dragging and dropping the columns, or by dragging the column name
to a new location within the list.
7. After arranging the view, select the Manage View menu, and click Save As. This opens
the case filing section in My Views where you can now name and save your custom view
in the space provided. (You will receive a confirmation that the view has been saved.)
8. Click the plus icon to open your custom view.
9. Click My Views to locate your saved view.
10. Select the startup view icon if you want the custom view to open each time you access
Mastercom™.

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 Mastercom Application
Export Options for Case Filing Details

NOTE: You will be notified if filters might remove cases from a custom view. When
working in filtered views, use the Mastercard Sender View to check for new cases.

Export Options for Case Filing Details

To export transaction details or case specific information, you must be in the Case Sender or
Receiver view.
A training video is also available to help you comprehend the export and print options in
Mastercom™. Refer to MasterCom Case Exporting and Printing.

Procedure
1. After selecting transactions, click the export icon

, or select Export from the Apply Action menu. To export one or more documents
committed to the transaction, choose from the following export options. (Any options
previously selected will remain.)
– Documents—exports only the documents (and memos) for the transactions selected
– Data in Current View—exports only the ‘data’ showing in the data grid. (If columns
have been hidden, they will not print.)
– All Data—exports all Mastercom data, regardless of the data showing in the data grid
– Document(s) & Data in Current View—exports documents for transactions and data
in the current view
2. After selecting the export data type, a Detail File Type must be selected. The Detail File
Types are:
– Excel (.XLS)
– Text (.TXT)
– Comma-Separated (.CSV)
3. If exporting Document(s) is selected, then you must select how to export the documents:
– As a Zip file (.ZIP), which is preferred for multiple documents. Each document in the
Zip file will be named with the Case ID for easy identification.
– As an Individual document (.PDF) if individual document is selected, each document
exported will require user action.
4. Select the preferred options in each area and click Open, or Save. To deselect, click
Cancel.
5. Another way to export transaction details is to double click a transaction to open the case.
6. In the case window, click

and you will see the following options to save the file:
– Case Details
– Documents & Memo—if this option is selected, you will need to select from the
document options listed, which are: All Documents, or Sender, Receiver, or
Mediator (ruling information) Documents.
– Case Details, Memo & Documents—if this option is selected, you will receive all
documentation currently in the case.

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Print and Export Options for Case Filing Details

7. Click Open, Save, or Cancel to continue.

Print and Export Options for Case Filing Details
To print or export transaction details or case specific information, you must be in the Case
Sender or Receiver view.
A training video is also available to help you comprehend the export and print options in
Mastercom™. Refer to MasterCom Case Exporting and Printing.

Dispute Resolution Procedure

1. After selecting transactions, click the print icon , or select Print from the Apply Action
menu. To print one or more documents committed to the transaction, choose from the
following print options. (Any options previously selected will remain.)
– Data in Current View—prints only the ‘data’ showing in the data grid. (If columns
have been hidden, they will not print.)
– All Data—prints all Mastercom data, regardless of the data showing in the data grid
– Documents, Memo & Data in Current View—prints documents for transactions and
data in the current view
2. After selecting the data type to print, a Detail File Type must be selected. The Detail File
Types are:
– Excel (.XLS)
– Text (.TXT)
– Comma-Separated (.CSV)
3. Select header options for printing the documents:
– With Header—print with key data elements that Mastercard deems relevant to the
transaction, such as account number, chargeback number, and more
– Without Header—print without the header if the document will be provided to your
customer.
4. Select the preferred options in each area and click Print. To deselect, click Cancel.
Case Filing Procedures for Pre-arbitration
This section explains the Case Filing process for filing and filed-against customers. A Pre-
arbitration case is an unregulated process between two customers in an attempt to resolve
disputes directly.
Pre-arbitration
Sending customers can escalate a Pre-arbitration case to an Arbitration case at any time (prior
to receiving an accept response from the filed-against customer) and before the time frame
for filing a case has expired (up to 75 days or in accordance with local rule).

NOTE: United Kingdom (U.K.) customers should reference the UK Domestic Rules for specific
domestic rules.

A training video is also available to help you understand how to file a Pre-arbitration case.
Refer to MasterCom Case—How to File a Pre-arbitration Case.

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Receiver Pre-arbitration

Customers can include an additional response and documentation as part of the Pre-
arbitration case. The Case Filing system will perform an auto–reject on Pre-arbitration records
that do not have a Receiver accept or reject response within 30 days. This action provides the
sender with sufficient time to escalate to an Arbitration Case.
If a Pre-arbitration where the receiver (filed-against customer) rejects case, the sender (filing
customer) can either withdraw the case or escalate to an Arbitration case or take no action.
The system can link directly to the Chargeback record located in the Mastercom™ Chargeback
database provided a valid 10–digit Chargeback reference number is supplied. This feature
eliminates the need to supply Chargeback documentation as part of the Pre-arbitration case.
Receiver Pre-arbitration
The filed-against customer will review the transaction information and associated documents
and can either accept or reject the case.
Filed-against customers are encouraged but not obligated to respond to Pre-arbitrations. If the
receiver performs no response, the system will automatically reject the transaction. A sender
can escalate to an Arbitration case at any time.
The Case Filing system will perform an auto-reject in Pre-arbitration cases that do not have a
Receiver accept or reject response within 30 days. This action provides the sender with
sufficient time to escalate to an Arbitration case.
Case Steps for Claims Manager
Claims Manager topic will be updated in a future document distribution.
File a Pre-Arbitration Case for Dual Message System Disputes
Senders may use this procedure to file pre-arbitration cases immediately following second
presentments.

Before you begin

Know the ICA numbers that you are filing from and against. The chargeback reference
number is useful but not strictly required. If the chargeback reference number is unknown,
however, the PAN is required.

NOTE: This procedure is an expanded version of the procedure that exists in the Mastercom
user guide. This procedure will replace the existing procedure in a future update to the
Mastercom user guide.

Procedure
1. Open the Start a Case window in Dispute Resolution or Claims Manager.
– Use the following steps in Dispute Resolution.
a. Open the Case Filing Sender view.
b. Click Create Case next to the filter at the top of the view.
The Start a Case window opens.
– Use the following step in Claims Manager.

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File a Pre-Arbitration Case for Dual Message System Disputes

a. Click Apply Action > Start Case.

The Start a Case Window opens.
2. Click Pre-Arbitration to select the case type.
3. Click either Issuer or Acquirer to select your role in the case.
4. Enter the filing ICA number and filed against ICA number.
5. Enter the chargeback reference number.
– If you know the chargeback reference number, use the following steps.
a. Enter the chargeback reference number into the CB Reference # field.
b. Click Validate to verify the chargeback reference number.
If the chargeback reference number is valid, the chargeback reference number appears
to the right of the Validate button.
c. Click Continue.
– If you do not know the chargeback reference number, use the following steps.
a. Enter the PAN of the relevant account into the Account Number field.
b. Click Select from the list to view a list of chargebacks associated with that PAN.
c. Click the check box next to the relevant chargeback to select that chargeback. You
may select only one chargeback per pre-arbitration case.

The selected chargeback reference number appears in the window to the right of the
list of chargebacks.
d. Click Continue.
– If you have a pre-arbitration case that is in accordance with chargeback rules and time
frames, but you (a) do not know the chargeback reference number and (b) cannot
locate the chargeback reference number from the Available Chargebacks list, use the
following steps.
a. Enter any ten digits into the chargeback reference number field.

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File a Pre-Arbitration Case for Dual Message System Disputes

b. Click Continue.
A Warning window opens and displays the following message: “Chargeback
Reference Number is either unprocessed or invalid.”
c. Click Continue.
The next view of the Start a Case window appears.
6. Complete the fields under Enter Case Details.

If you used a valid chargeback reference number, some fields populate automatically.
a. If the ARD, Account Number, Chargeback Reason Code, and Merchant fields are not
populated automatically, enter relevant information into these fields.
b. If you use an internal number for tracking, enter it into the Customer’s Filing Number
field. If you do not use an internal number, continue with the next step.
c. Enter the total dispute amount into the Total Dispute Amount field.
d. Select the currency from the Dispute Amount Currency dropdown menu.
The currency in some cases is not selectable.
7. Complete the memo fields under Add Memo and Attach Images.
a. Enter a reason for filing into the Reason for Filing field so that the receiver of the case
knows the reason for filing.
a. If you want to provide additional information for the receiver of the case, enter a
message into the Message Text field. If you do not, continue with the next step.
b. If you need to change the reason code for the claim, click Yes next to Change of
Reason code. Supply the new reason code and a reason for the change in the relevant
fields.
8. If you want to attach a document to the case, use the following substeps. If you do not,
skip to the next step.
a. Click Documents under Add Memo and Attach Images.
b. Choose from one of the following two options to upload the document.

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Sender Filing a Pre-arbitration Case

– Click and drag the document from your computer to the field under the Documents
tab as indicated.
– Click Browse to browse to the location of the document on your computer.
9. Click Create to create the case.
A Confirmation window prompts you to confirm the creation of the case.
10. Click Yes to confirm.

Results
The Start a Case window closes. A confirmation window opens to display the case ID number.

What to do next
View the case if desired.
• In Dispute Resolution, the case appears in the Case Filing Sender view.
• In Claims Manager, the case is visible in the Sender Case Filing queue. The case also
appears in claim details as a dispute event under Case Filing.
Sender Filing a Pre-arbitration Case
To file a Pre-arbitration case as a Sender (filing customer) for Single Message System Disputes,
follow these steps.

Procedure
1. In the Sender view, click Create Case, or from the Apply Action menu, select Create
Case.
2. In the Create Case window, select Pre-arbitration (required).
3. Check the Filing As box A for acquirer or I for issuer.
4. Select the check box SMS Linked Case to indicate Single Message System case.
5. Enter the Filing ICA number (required). Do not enter values in the Filed Against ICA
number, Account Number, or CB Reference Number fields. These fields should be left
blank.
6. Press Continue.
A message will remind users to attach all required documents. Then press Continue
again.
7. On the second screen, which is the Start a Case page, enter information in all boxes. If an
ARD is available, include it; if an ARD is not available, fill the field with 23 zeroes.
8. Add the required documents (including the Dispute Resolution Case Filing Form (Form
682a), all chargeback cycle documentation, or any Single Message Transaction Manager
screens if available) and an explanation.
9. Press Create for the Case ID to return display.
The case will be assigned to ICA number 15070 as the filed-against ICA number.
Mastercard receives the case, performs required research, and changes the filed-against
ICA number to the proper ICA number. Dispute currency for this type of filing is in U.S.
dollars only.

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 Mastercom Application
Pre-arbitration—Accept or Reject Instructions

Pre-arbitration—Accept or Reject Instructions

Filed-against customers (Receiver) are encouraged, but not obligated to, respond to Pre-
arbitration.

About this task

If the receiver performs no response, the system will automatically reject the transaction. At
that time, the sender either can escalate to an Arbitration case or close/withdraw the
transaction before or after the receiver provides a response, or take no action.
When a customer receives a Pre-arbitration case, the documents should be reviewed to
determine if the case should be accepted or rejected. If rejected, the sender (filing customer)
may escalate the Pre-arbitration to an Arbitration case.
To process Pre-arbitration cases and either accept or reject the Pre-arbitration, follow these
steps.

Procedure
1. Select the case in the database window so that the transaction is highlighted.
2. Click the Chargeback Documentation icon to review the documents sent during the
Chargeback cycles.
3. Click the Chargeback Summary icon to review the First Chargeback/1442, Second
Presentment/1240, and Arbitration Chargeback/1442 messages.
4. Click the Sender tab in the Filing Explanation window to review additional documents.
5. Accept or reject the case:
– To accept the case, click Accept. A memo is required for accept.
– To reject the case, select the Receiver tab, and then select the Memo tab to enter a
memo pertaining to the case. Enter a memo, add additional documentation, and then
click Accept or Reject.
6. For a Rebuttal, add additional documentation to be sent with the reject as a Rebuttal,
verify the case data for accuracy, and then click Submit Reject.
If the filed-against customer does not respond, the system will automatically generate an
auto-reject response and change the case status to Rejected. The filing customer will
decide to either escalate the file as an arbitration case to the Dispute Resolution
Management department for a decision or withdraw the transaction. The filing customer
may also choose to take no action.

NOTE: After 75 days or in accordance with local rule, Mastercom™ will change the status
of the pre-arbitration transactions that were rejected (but not escalated) to Expired.

If the pre-arbitration is automatically rejected by the system, and the sender escalates the
case to an arbitration case, the filed-against customer can append rebuttal documentation
within 10 days from the escalation date.

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 Mastercom Application
Escalating Pre-arbitration to an Arbitration Case

Escalating Pre-arbitration to an Arbitration Case

Sending customers can escalate a Pre-arbitration case to an arbitration case at any time (prior
to receiving an accept response from the filed-against customer) and before the time frame
for filing a case has expired (up to 75 days or in accordance with local rule).
If the Pre-arbitration case has been rejected by the receiver (filed-against customer) or auto-
rejected by the system, or any time prior to receiving an accepted response from the receiver,
the sender (filing customer) can escalate the case to an Arbitration case by clicking Escalate.
• No documentation can be added to the Pre-arbitration when escalating the case.
• The case ID number remains the same, but the status is changed from Pre-arbitration (PA)
to an Arbitration (A) case.
• The receiver (filed-against customer) can accept the case after it has been escalated.
Case Filing Procedures for Arbitration
This section explains the Case Filing process for filing and filed-against customers.
Arbitration Cases
Sending customers can file an Arbitration case directly and include additional documentation
in support of the dispute.
A training video is also available to help you comprehend how to file an Arbitration case.
Refer to MasterCom Case—How to File an Arbitration Case.
The system can link directly to the Chargeback record located in the Mastercom™ Chargeback
database if a valid 10–digit Chargeback reference number is provided. If the link is not found,
all Chargeback cycles must be provided. This feature eliminates the need to supply
Chargeback documentation as part of the Arbitration case file.
The filing customer can withdraw a case any time prior to receiving an accepted response by
the filed-against customer or a ruling by Dispute Resolution Management (DRM).
Receiver Arbitration
For Arbitration cases, within 10 days, the filed-against customer will review the transaction
information and associated documents online and either accept or reject the case.
If the receiver performs no response, the system will automatically reject the case after 10
days. This action changes the icon to reflect the status of the arbitration case. It is now
available for withdrawal, acceptance, or for ruling.
File an Arbitration Case
The below demonstrates how to file an Arbitration case as a Sender (filing customer) for Dual
Message System Disputes.

About this task

To file an Arbitration case, follow the below steps.

Procedure
1. Select the Claim from the Claims View; this creates a Claim, which must be created prior
to creating a Case.

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File an Arbitration Case

2. Select Create Case from the Apply Action menu.

3. Select Arbitration in the Create Case window.

NOTE: Users may select one transaction or multiple transactions in the Chargeback views
to auto-populate the Case Sender data elements.

a. Select the filing status as an acquirer or issuer.

b. Enter the Filing ICA number (required).
c. Enter the Filed Against ICA number (required).
d. Enter a Chargeback reference number. Multiple Chargeback reference numbers can be
added to a Direct file arbitration case.
4. Click Select from the list to find all Chargebacks related to the Filing ICA and Filed
Against ICA. An account number can be entered to further filter Chargeback reference
numbers.
5. Click Continue to create the case.
The case will open and pre-populate the ARD, the Filed Against ICA number, the
Chargeback Reason Code, and the Merchant name.
6. Enter a customer filing number, which is the filing party’s internal number.
7. Enter the Total Dispute Amount.
The currency will be determined by the ICA number region entered in the Filed ICA
number and Filed Against ICA number. If a currency other than USD is available, the drop
down arrow will activate to show Euros and Great British Pounds (GBP).
a. Enter a Memo pertaining to the case (required).
b. Click the document tab to attach documents to your case.
c. Verify the document to attach from your local image repository, and drag and drop the
file name to attach it to the case.
d. It may be necessary to attach additional documents if the Chargeback reference
number entered does not link to documentation from previous dispute cycles within
Mastercom™.
8. Click Create to file the case.
If Audit Amount thresholds have been set in User Preferences, you may be prompted to
proceed with filing the case or to cancel.
9. You will be required to confirm that case creation. This is the last opportunity to cancel the
case.
10. A case number will be provided for your records, and will appear as a new case in the data
grid.
The filed-against customer and Dispute Resolution Management staff can now view the
case information.

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 Mastercom Application
Sender Filing an Arbitration Case

Sender Filing an Arbitration Case

How to file an Arbitration case as a Sender (filing customer) for Single Message System
Disputes.

About this task

Follow these steps to file an Arbitration case.

Procedure
1. Click Create Case n the Sender view, or select Create Case from the Apply Action menu.
2. Select arbitration in the Create Case window.
3. Check the Filing As box A for acquirer or I for issuer.
4. Select the check box SMS Linked Case to indicate Single Message System case.
5. Enter the Filing ICA (required). Do not enter values in the Filed Against ICA number,
Account Number, or CB Reference Number fields. These fields should be left blank.
6. Press Continue.
A message will remind users to attach all required documents. Then press Continue
again.
7. On the second screen, which is the Start a Case page, enter information in all boxes. If an
ARD is available, include it; if an ARD is not available, fill the field with 23 zeroes.
8. Add the required documents (including the Dispute Resolution Case Filing Form (Form
682a), all Chargeback cycle documentation, or any Single Message Transaction Manager
screens if available) and an explanation.
9. Click Create for the Case ID to return display.
The case will be assigned to ICA number 15070 as the filed-against ICA number.
Mastercard receives the case, performs required research, and changes the filed-against
ICA number to the proper ICA number. Dispute currency for this type of filing is in U.S.
dollars only.
Escalation of an Arbitration—Sender Add Documentation
After a customer escalates to an Arbitration case, the sender (filing customer) can add
documentation within 10 days of the escalation date.

About this task

To add documentation to a case, follow these steps.

Procedure
1. Select the case in the database window to highlight the transaction.
2. Select Sender, and then click Add Memo and Documents.
3. Enter a Memo.
4. Click Documents to add additional documents if necessary.
5. Click Submit Rebuttal.

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 Mastercom Application
Escalation of an Arbitration—Receiver Add Documentation

Escalation of an Arbitration—Receiver Add Documentation

When a filed-against customer receives an escalated Arbitration case, the receiver can add
documentation within 10 calendar days from the escalation date.

About this task

To add new documentation to a case, follow these steps.

Procedure
1. Select the case in the database window to highlight the transaction.
2. Select Receiver tab, and then click Add Memo and Documents.
3. Enter a Memo.
4. Click Documents to add additional documentation if necessary.
5. Click Submit Rebuttal.
Arbitration—Receiver Accept or Reject Instructions
After the Case File is submitted, the receiver (filed-against customer) can review the
information and decide to accept or reject the case.

About this task

To review case information and accept or reject, follow these steps.

Procedure
1. Select the case in the database window so that the transaction is highlighted.
2. Click the Chargeback Documentation icon to review the documents sent during the
Chargeback cycles.
3. Click the Chargeback Summary icon to review the First Chargeback/1442, Second
Presentment/1240, and Arbitration Chargeback/1442 messages.
4. Click the Sender tab in the Filing Explanation window to review additional documents.
5. To accept or reject the case:
– Click Accept to accept the case. A memo pertaining to the case is required.
– To reject the case, select the Receiver tab in the Filing Explanation window, then select
the Memo tab to enter a memo pertaining to the case.
6. Select from the Document tab to attach any additional documentation to be sent with the
reject as a rebuttal, check for accuracy, and then click Submit Reject/Rebuttal.
If the filed-against customer does not respond within 10 days of the filing date, for an
Arbitration case, the system automatically rejects the case. Dispute Resolution
Management makes their decision on the case after the auto reject occurs.
If the case auto rejects, the filed-against customer can still accept it, but no
documentation can be scanned and attached to the case and no explanation can be
entered.
Cases that are withdrawn by the filing customer or accepted by the filed-against customer
are reviewed by Dispute Resolution Management department to assign responsibility for
the appropriate fees.

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 Mastercom Application
Case Filing Procedures for Pre-compliance

Case Filing Procedures for Pre-compliance

The system provides the option to generate a Pre-compliance case. To determine if a Pre-
compliance is required, consult Chapter 6 of the Chargeback Guide.
A training video is also available to help you comprehend how to file a Pre-compliance case.
Refer to MasterCom Case—How to File a Pre-compliance Case.
Sender can include support documentation as part of the Pre-compliance case. After the 30-
day waiting period has elapsed and before the time frame for filing a case has expired, the
customer can choose to escalate the Pre-compliance case to a Compliance case.
If a case is rejected by the receiver prior to the 30-day time frame the sender may escalate a
Pre-compliance case to a Compliance case.
Receiver Pre-compliance
For Pre-compliance cases, within 30 days, the filed-against customer will review the
transaction information and associated documents online and will either accept or reject the
Pre-compliance case.
If the filed-against customer does not respond to a Pre-compliance case within the 30-day
period, the system will automatically reject the transaction. The reject allows the filing
customer to decide either to escalate the case to a Compliance case or to withdraw the case.
Filing a Pre-compliance Case
How to file a Pre-compliance case as a Sender (filing customer) for Dual Message System
Disputes.

About this task

Follow these steps to file a Pre-compliance case as a Sender (filing customer) for Dual Message
System Disputes.

Procedure
1. Click Create Case in the Sender view, or select Create Case from the Apply Action menu.
2. Select Pre-compliance in the Create Case window.
a. Select the filing status as an acquirer or issuer.
b. Enter the Filing ICA number (required).
c. Enter the Filed Against ICA number (required).
d. Enter a Chargeback reference number.
More than one Chargeback reference number can be entered by placing a comma
between them. If Chargeback reference numbers do not apply, leave this entry blank.
3. Click Select from the list to find all Chargebacks related to the Filing ICA and Filed
Against ICA. An account number can be entered to further filter Chargeback reference
numbers.
4. Click Continue to begin the case. The case will open. If you created the case without a
Chargeback reference number, you must enter the ARD, which is a 23–digit number.
a. Enter the account number, which is between 12 to 19 digits.

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Sender Filing a Pre-compliance Case

b. Enter the Merchant name.

c. Enter a customer filing number, which is the filing party’s internal number.
d. Enter the Total Dispute Amount.
The currency will be determined by the ICA region entered in the Filed ICA and Filed
Against ICA. If a currency other than USD is available, the drop down arrow will
activate to show Euros and Great British Pounds (GBP).
e. Enter the Violation Date.
f. Select the Violation Code from the list.
If code 1.4 (Unjust Enrichment) is entered, you will be required to enter additional
information, including the date the credit was issued and the Chargeback date.
g. Enter a Memo pertaining to the case (required).
5. Click the document tab to attach documents to your case.
a. Verify the document to attach from your local image repository, and drag and drop the
file name to attach it to the case.
b. It may be necessary to attach additional documents if the Chargeback Reference
number entered does not link to documentation from previous dispute cycles within
Mastercom™.
6. Click Create to create the case.
7. If Audit Amount thresholds have been set in User Preferences, you may be prompted to
proceed with the case amount as-is or to cancel the Create action.
8. After the case is submitted, the system displays a message indicating the case number
assigned to the file.
You will be required to confirm that case creation. This is the last opportunity to cancel the
case.
9. A case number will be provided for your records, and will appear as a new case in the data
grid.

NOTE: The Pre-compliance case should be prepared as if a case is being filed. If the Pre-
compliance case is escalated to a Compliance case, no additional documentation can be
added. All pertinent documentation must be sent with the Pre-compliance case.

The filed-against customer and Dispute Resolution Management staff can now view the
case information.
Sender Filing a Pre-compliance Case
To file a Pre-compliance case as a Sender (filing customer) for Single Message System Disputes,
follow these steps.

Procedure
1. In the Sender view, click Create Case, or from the Apply Action menu, select Create
Case.
2. In the Create Case window, select pre-compliance.
3. Check the Filing As box A for acquirer or I for issuer.
4. Select the check box SMS Linked Case to indicate Single Message System case.

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 Mastercom Application
Escalating a Pre-compliance to a Compliance Case

5. Enter the Filing ICA number (required).

Do not enter values in the Filed Against ICA, Account Number, or CB Reference Number
fields. These fields should be left blank.
6. Press Continue.
A message will remind users to attach all required documents. Then press Continue
again.
7. On the second screen, which is the Start a Case page, enter information in all boxes. If an
ARD is available, include it; if an ARD is not available, fill the field with 23 zeroes.
8. Add the required documents (including the Dispute Resolution Case Filing Form (Form
682a), all chargeback cycle documentation, or any Single Message Transaction Manager
screens if available) and an explanation.
9. Click Create for the Case ID to return display.
The case will be assigned to ICA number 15070 as the filed-against ICA number.
Mastercard receives the case, performs required research, and changes the filed-against
ICA number to the proper ICA number. Dispute currency for this type of filing is in U.S.
dollars only.
Escalating a Pre-compliance to a Compliance Case
After the Pre-compliance case has been rejected by the receiver (filed-against customer), or if
after 30 days the system auto-rejected the case, the sender (filing customer) can escalate to a
compliance case by clicking Escalate.
• No documentation can be added to the Pre-compliance when escalating the case.
• The case ID number remains the same, but the status is changed from Pre-compliance (P)
to a Compliance (C) case.
• The receiver (filed-against customer) can Accept or Rebuttal the case after it has been
escalated.
• If no action is taken, the Dispute Resolution Management staff will review the case and
make their decision.
Escalation to a Compliance—Sender Add Documentation
After a customer escalates to a Compliance case, the sender (filing customer) can add
documentation to a case within 10 calendar days from the escalation date.

About this task

Follow these steps to add documentation:

Procedure
1. Select the case in the database window to highlight the transaction.
2. Select the Sender tab and the list to select Add New Sender Documentation.
3. Select Memo and type the reason for adding new documentation.
4. Select the Documents tab and attach the new documentation (if necessary).
5. Verify the case data for accuracy, and then click Rebuttal.

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 Mastercom Application
Escalation to a Compliance—Receiver Add Documentation

Escalation to a Compliance—Receiver Add Documentation

When a customer receives an escalated Compliance case, the Receiver (Filed-against
Customer) can add documentation within 10 calendar days from the escalation date.

About this task

To add new documentation to a case, follow these steps.

Procedure
1. Select the case in the database window to highlight the transaction.
2. Select Receiver tab, and then click Add Memo and Documents.
3. Enter a Memo.
4. Click Documents to add additional documentation if necessary.
5. Click Rebuttal.
Case Filing Procedures for Compliance
The case filing process for filing a direct file Compliance case is in this section.
The filing customer can withdraw a case any time prior to receiving an accepted response by
the filed-against customer or a ruling by Dispute Resolution Management (DRM).
A training video is also available to help you understand how to file a Compliance case. Refer
to MasterCom Case—How to File a Compliance Case.
Receiver Compliance Cases
For compliance cases, within 10 days, the filed-against customer will review the transaction
information and associated documents online and either accept or rebuttal the case. After 10
days, no further documents can be added.
Filing a Compliance Case
Filing a Compliance case as a Sender (filing customer) for Dual Message System Disputes is
described in this section.

About this task

Follow these steps to file a Compliance case.

Procedure
1. Click Create Case in the Sender view or select Create Case from the Apply Action menu.
2. In the Create Case window, select compliance.
a. Select the filing status as an acquirer or issuer.
b. Enter the Filing ICA number (required).
c. Enter the Filed Against ICA number (required).
d. Enter a chargeback reference number.
More than one Chargeback reference number can be entered by placing a comma
between them. If you do not know the Chargeback numbers, leave this entry blank.

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 Mastercom Application
Sender Filing a Compliance Case

3. Click Select from the list to find all chargebacks related to the Filing ICA and Filed
Against ICAs. An account number can be entered to further filter chargeback reference
numbers.
4. Select the chargebacks to be included in the case.
5. Click Continue to begin the case.
The case will open. If you created the case without a Chargeback reference number, you
must enter the ARD, which is a 23–digit number.
a. Enter the account number, which is between 12 to 19 digits.
b. Enter the merchant name.
c. Enter a customer filing number, which is the filing party’s internal number.
d. Enter the Total Dispute Amount.
The currency will be determined by the ICA number region entered in the Filed ICA
number and Filed Against ICA number. If a currency other than USD is available, the drop
down arrow will activate to show Euros and Great British Pounds (GBP).
a. Enter the Violation Date.
b. Select the Violation Code from the list.
6. Enter a Memo pertaining to the case (required).
a. Attach any supporting documentation.
b. Drag and drop the document to match it to the case.
7. Click Create to create the case.
a. If Audit Amount thresholds have been set in User Preferences, you may be prompted
to proceed or to cancel the case.
b. Click Yes to confirm that you want to create the case. This is the last opportunity to
cancel the case.
8. A case number will be provided for your records, and will appear as a new case in the data
grid.
The case now can be viewed by both the receiver (filed-against customer) and Dispute
Resolution Management staff.
Sender Filing a Compliance Case
Filing a Compliance case as a Sender (filing customer for Single Message System Disputes).

About this task

Follow these steps to file a Compliance case as a Sender.

Procedure
1. In the Sender view, click Create Case, or from the Apply Action menu, select Create
Case.
2. In the Create Case window, select Compliance.
3. Check the Filing As box A for acquirer or I for issuer.
4. Select the check box SMS Linked Case to indicate Single Message System case.
5. Enter the Filing ICA number (required).

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 Mastercom Application
Case Filing Responses

Do not enter values in the Filed Against ICA, Account Number, or CB Reference Number
fields. These fields should be left blank.
6. Press Continue.
A message will remind users to attach all required documents. Then press Continue
again.
7. On the second screen, which is the Start a Case page, enter information in all boxes. If an
ARD is available, include it; if an ARD is not available, fill the field with 23 zeroes.
8. Add the required documents (including the Dispute Resolution Case Filing Form (Form
682a), all Chargeback cycle documentation, or any Single Message Transaction Manager
screens if available) and an explanation.
9. Click Create for the Case ID to return display.
The case will be assigned to ICA number 15070 as the filed-against ICA number.
Mastercard receives the case, performs required research, and changes the filed-against
ICA number to the proper ICA number. Dispute currency for this type of filing is in U.S.
dollars only.
Case Filing Responses
As a case filing customer, you are responsible for checking for new cases daily. Log in to the
Case Filing Receiver view to begin.

About this task

Two training videos are also available to help you comprehend Case Filing Responses. Refer to
MasterCom Case Responses Receiver and MasterCom Case Responses Sender.
Pre-arbitration and Arbitration Cases
Use the Manage View menu to locate Pre-arbitration and Arbitration cases waiting for a
response.

Procedure
1. Select Show Ready to Work from the Manage View menu.
When the view filters, any transactions at the top of the list (in red) are the result of a
processing error and require special attention.
2. Move the mouse pointer over the notification icon to view processing alerts.
A multiple alert icon includes additional notifications, which advise you of the actions
required to process the transaction. An audit notification is a warning determined by your
User Preferences and does not affect Mastercom™ processing.

NOTE: Alerts are informational and do not restrict the user from processing or
reprocessing alerted transactions.
3. Sort the transactions in the view to work in your preferred order.
4. To view a case or to begin working a case, double click it.
5. In the Case Details window, click the Case Summary tab for a quick overview of the
information available to this case.

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 Mastercom Application
Pre-compliance Cases

The Chargeback reference number summary and other documentation can be viewed
here if it is available.
6. Click the Case Details tab for additional information regarding the case.
The case will open to the Sender tab. As the receiver, you can view the information the
sender has provided, including the memo.
7. Click Documents to review and verify any attached documentation.
8. Click the Receiver tab and then click Add Memo and Documents.

NOTE: A memo is required on all actionable cases.

9. Enter a memo.
There is no character limit in this field, and you can copy and paste information into this
field. Attach documents by dragging and dropping them into the Document tab;
however, this is not required.
10. Click Reject to reject the case.
A confirmation will appear, and this is the last opportunity to cancel the action. After
rejecting the case, you still have the option to accept the case.
11. To accept the case, open it by double clicking on it.
12. When the case opens, click Accept.
a. A required field notification will appear instructing you to enter a memo. Memos are
required on all case types for all actions, except for escalations.
b. Click the Receiver tab, and then click Add Memo and Documents.
c. Enter a memo.
d. Click Accept.
e. You will be requested to confirm the action. If you accept the case, it cannot be
undone.
f. A final confirmation message appears stating the case was successfully accepted.
You are then returned to the data grid. In the first column, the case status icon shows
that this is now an escalated Pre-arbitration. (Direct file arbitration cases do not have
icons for 10 calendar days from the submit date.)
Pre-compliance Cases
Use the Manage View menu to locate Pre-compliance cases waiting for a response.

Procedure
1. Double-click the next case and review the attached documentation. Repeat steps 1–9 of
Pre-arbitration and Arbitration Cases.
2. Click the Document tab to attach new documentation.

NOTE: This is the last opportunity to attach documentation to support your case prior to
Dispute Resolution Management receiving the case.
3. Click Submit Reject, and you will be requested to confirm the action.
You are again returned to the data grid where you will see that the case now has a status
of Rejected. The only actionable options are to accept the case. As a receiver, you have

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 Mastercom Application
Compliance Cases

the option to accept a case until the sender withdraws it or until Dispute Resolution
Management rules.
4. After a case has been accepted, click the Billing Details tab.
This shows any fees related to the case and the disputed amount.
Compliance Cases
Use the Manage View menu to locate Compliance cases waiting for a response.

Procedure
1. From the data grid, select a Compliance case.
Direct file Compliance cases will show as escalated, only to notify the receiver that there is
no reject option available.
2. Select Case Summary to view the Chargeback reference numbers attached to the case.
Some cases may have multiple Chargeback reference numbers. Some Compliance cases
will not have a Chargeback reference number.
3. Review all attached documents.
Compliance cases have rebuttals by both sides. Ensure that you view all information from
the drop down list in the upper right corner. There can be two sets of documentation per
side.
4. Repeat steps 1–9 of Pre-arbitration and Arbitration Cases.
5. Click Submit Rebuttal, and you will be requested to confirm the action.
You are returned to the data grid where you will see that the rejected Pre-compliance case
has been escalated to a Compliance case. You have 10 days to respond.
6. Review the documents.
7. Attach any additional documentation and memos as necessary to support the rebuttal
information before the case goes to Dispute Resolution Management.

NOTE: After Dispute Resolution Management rules on the case, the status icon will
update to notify you of the case decision.
8. To view the ruling, click the Mediator tab.

Expedited Billing Dispute Forms

From any view, the Expedited Billing Dispute Forms icon is available at the upper right of the
data grid.
Click this icon and the following window appears with a complete listing of forms. Refer to
Processing Expedited Billing Dispute Forms for more information.
A training video is also available to explain how to use this function. Refer to MasterCom
Expedited Billing Dispute Forms.

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 Mastercom Application
Processing Expedited Billing Dispute Forms

Processing Expedited Billing Dispute Forms

From any view, the Expedited Billing Dispute Forms icon is available at the upper right of the
data grid. Use this icon to access all forms.

About this task

This process explains how to complete the dispute forms.
A training video is also available to explain how to use this function. Refer to MasterCom
Expedited Billing Dispute Forms.

NOTE: Automation topic will be addressed in a future document distribution.

Procedure
1. To access the Expedited Billing Dispute Forms, click at the upper right of the grid.
This window appears showing a list of all Expedited Billing Dispute Forms.
2. Locate the form needed, and then click the link to open the form.
a. Fill out the form completely, and then save it to an accessible location on your
computer or network drive.
3. Open the Chargeback Sender Unworked View or the Chargeback Debit Unworked View.
4. Select the form to attach to the transaction, and then drag and drop it to the document
tab or directly onto the transaction.
a. Verify that the correct form attached and that it is correct for the transaction selected.
b. Look at the document icon to ensure the documents are attached. Icon is located at
the far left column; verify the number listed on the icon matches the number of
attached documents.
5. Select Commit Worked or Commit Selected after validating your work, from the Apply
Action menu.
A confirmation window appears.
6. Click Continue Commit to save or click Cancel to return to the previous screen.
Click a document and press Delete at the bottom of the image window to remove it. The
document icon will reflect the change in number of documents.
7. To add a memo to the transaction, click the Transaction Details tab, and a Memo box
becomes available.
Type a short memo, less than 100 characters. It may contain special characters. A memo
can be added at any time, but it is not mandatory.
8. Validate your work. From the Apply Action menu, select Commit Worked or Commit
Selected.
A confirmation window appears.

NOTE: Always validate your work. After a transaction is committed, you may no longer
make changes.

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 Mastercom Application
Advanced Filter

9. Click Continue Commit, and see a “loading” message. If committing a large number of
documents, users can track the progress by the indicator at the bottom of the window.
You may continue working while the transactions are committing.

NOTE: After the transactions are committed, the transactions will no longer display in the
Unworked view. To locate the committed transactions, open the Worked view.

Advanced Filter
The advanced filter for Dual Message Worked, Single Message, and Case Filing Views Only
has several options for researching transactions.
The advanced filter searches records in the active view and any additional records that may
exist in the MasterCom® database. Additional archive records exist on the database for
worked views only. The unworked views are automatically populated with all available activity.
A training video is also available to help you comprehend how to use the filter options. See
MasterCom Filtering.
Options available in the advanced filter depend on the view selected. Each view has different
filter options, values, and criteria available. In unworked views, the advanced filter can be
used to create custom views. In worked views, the advanced filter allows you to research
transactions within the Mastercom database that may no longer be in your view, but remain
on the server.
To begin using the advanced filter, click the advanced filter icon beside the filter field

. The Available Columns window will display. Select your column

choices by clicking the box next to the column name or by using the drag and drop method to
the area at the right.
For each filter, you must choose from the values listed in the menu list.
To filter on the same column, click the plus sign to add another row. Multiple filters can be
applied. After all filter criteria is entered, click Search. The data grid will be updated based on
your advanced filter criteria.
If an advanced filter is active, the message Advanced Filter Active will appear in the filter field.
To make any changes, click the advanced filter icon to edit the current filter criteria. Click X to
immediately remove any of the current filters, or click Clear to remove all of the filters at
once.

User Preferences
Each user is able to configure user settings based on personal login information.
A training video is also available to help you set up your User Preferences. Refer to MasterCom
User Preferences.
To modify user preferences, click the user preference icon located at the upper right of the
™
Mastercom page. The Preferences window will open with the General section selected. To
accept the updated preferences, click Apply.

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 Mastercom Application
User Preferences

An explanation of the preferences available within each section is provided as follows.

General
In the General section, you can mask the primary account number. If this option is selected,
only the first six and the last four digits of an account number will be shown. To mask the
PAN, click the check mark. It will turn from gray to black.

Expiration Notification - Dispute Resolution Only

To set the expiration notification for each of the following categories, click the up, or down
arrows, or type a number in the Days Remaining field. The timeframes allowed within that
field are indicated in the table after the graphic.

Expiration Notification Timeframe Default

Chargeback Signature 1 to 10 days 8
Chargeback PIN 1 to 8 days 2
Retrieval Acquirer 1 to 30 days 5
Retrieval Issuer 1 to 10 days NA

These notifications will alert you to requests that are about to expire according to the
published periods. To turn off alerts, click the check mark next to each transaction type. Alerts
on is indicated by a black check mark. Alerts off is indicated by a light gray check mark.

NOTE: Alerts are informational and do not restrict the user from processing or reprocessing
alerted transactions.

Chargeback & Retrieval Audit Warning

To set an audit warning amount to alert you if a transaction exceeds a specific amount, from
USD 1 – 9,999,999, click the check mark to activate the warning. If a transaction amount
exceeds the audit warning amount, an advisory icon will appear in the data views. This
setting does not affect Mastercom processing; it is for informational use only. The default is
set to inactive.

Case Filing Audit Warning

The user can set an audit warning amount for a ‘Filed Against ICA’ and for a ‘Filing ICA’ from
USD 1 – 9,999,999. (This is informational only and does not affect Mastercom processing.)
When the transaction meets the criteria specified in the user preferences, an advisory icon
will show in the data view to alert you.

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 Mastercom Application
Simple Filter

Audit Warnings Amount Default

Filed Against ICA USD 1 — 9,999,999 5000
Filing ICA USD 1 — 9,999,999 5000

Display Records
This option allows you to show transactions in your worked views for a set number of days
after they are worked, up to 75 days. This feature also allows you to view fewer and more
recent transactions. Using a low number setting will reduce the number of displayed
transactions, thus increasing the download speed. Use the advanced filter if more research is
needed.

Type of Records Timeframe Default

Chargeback Signature Worked 1 to 75 days 30
Chargeback PIN Worked 1 to 75 days 30
Retrieval Request Worked 1 to 75 days 30
Image Review Worked 1 to 75 days NA
Case Filing Closed Cases 1 to 75 days NA

Simple Filter
To filter only within the records in the active view, enter criteria using the type-ahead feature,
and the transactions listed in the view instantly filter, based on search criteria as it is typed.
The search criteria is applied to all columns in the view.
A training video is also available to help you filter your views. See MasterCom Pro Filtering.
To use the simple filter, begin typing your search criteria. As data is entered, MasterCom™
immediately removes any transactions from the grid that do not match. Transactions
containing data that match the criteria will be highlighted in yellow. If the primary account
number has been masked, the filter searches only on the first six digits and the last four digits.
Masked digits are not searchable. Click X to clear the simple filter and restore all records to
the view.
To search for data by specific dates, click the calendar icon. To select a date, click the left or
right arrows to scroll through the months and year. Click the date to finish the search.
Another way to search for a specific date is to click directly on the month header. This opens a
window for you to select the month and year, and is especially useful if you need to find
something in prior years.
To search for transactions within a date range, click Date Range.

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 Mastercom Application
Simple Filter

Select the beginning date on the left calendar and the ending date on the calendar at the
right, and then click OK. All transactions will filter by the selected dates. To clear the filter,
click X, and all data will be returned to the view.

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 Mastercom Reports

Chapter 4 Mastercom Reports

This section contains information about the reports that the customer should monitor and other
customer responsibilities. It includes a list of reports and the description of each. Senders and
receivers are able to generate reports to provide an audit trail of their work.

Admin Reporting........................................................................................................................ 143

Mastercom Audit Trail................................................................................................................. 143
Claims Manager Reports............................................................................................................. 144
Run a Report.......................................................................................................................... 144
Report Descriptions................................................................................................................ 144
Claim Due Date Report ..................................................................................................... 144
Incoming and Outgoing Claims Report ............................................................................. 145
Monthly Chargeback Report—Issuer .................................................................................146
Monthly Chargeback Report—Acquirer ............................................................................ 146
Monthly Retrieval Request Report—Issuer ......................................................................... 147
Monthly Retrieval Request Report—Acquirer .....................................................................147
Chargeback Claims Report.................................................................................................148
Dispute Resolution Reports......................................................................................................... 149
Pre-defined Reports................................................................................................................149
Reconciliation Reporting.........................................................................................................152
Downloadable Report through the User Interface.............................................................. 152
Executing the Default Configuration Report.......................................................................153
Executing the Custom Configuration Report...................................................................... 153
Fields on the Excel/PDF Report........................................................................................... 153
API Reconciliation Report................................................................................................... 154
Bulk Files........................................................................................................................... 155
TQR4 Bulk File Format................................................................................................... 155
Enhanced Reconciliation Report..............................................................................................157
Using the UI for the Enhanced Reconciliation Report..........................................................164
Using Batch Reporting for the Enhanced Reconciliation Report.......................................... 166
Non-Migrated Claim Billing Report......................................................................................... 168
Generate a Non-Migrated Claim Billing Report...................................................................168

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 Mastercom Reports
Admin Reporting

Admin Reporting
It is important to review the reports available from the Mastercom™ system daily. These reports
provide the first alert of any problems and provide an audit trail.
Each customer is responsible for immediately notifying Mastercard ®of any reporting
inconsistencies.
The client software provides standard and custom reporting. The operator can either manually
print worked reports or choose to print automatically the worked reports upon committing
their work. These reports detail the work performed in the last 24 hours, if work for the
current day is retrieved.
Mastercard provides data files that include retrieval requests and chargeback records that were
processed each day. The data within the file can be formatted into a report, used to update
the customer’s internal systems automatically, or both.
The Mastercom eStats application provides summarized data reports for Retrievals,
Chargebacks, and Case Filings.
Image Interface participants receive audit files for exception item processing.
It is crucial for customers to notify Mastercard of any inconsistencies in report data as soon as
they are discovered. This will ensure appropriate levels of service in the receipt and delivery of
Retrieval Requests within the required periods. Customers should contact the Customer
Operations Support team at 1-800-288-3381 (within U.S. region) or 1-636-722-6636 (outside
U.S. region) or email [email protected] immediately if they find any report
information to be questionable.

Mastercom Audit Trail

Mastercom™ reports are divided into the following categories.

Report/Files Purpose
Mastercom These reports help customers to monitor their daily work for accuracy and
completeness and to determine the level of efficiency of their internal
Mastercom process. Customers should monitor reports on a daily basis so that
items are properly recorded and tracked.
eStats Reporting These metric reports are sent to customers through Mastercard® Connect. The
report tracks fulfillment fees and performance information over a one-month
period to provide details and year-to-date summary reporting that the customer
can use to manage the retrieval and Chargeback support documentation
process. Customers can use these reports to audit their billing and to determine
if any process improvement is required based on performance information.
Access Mastercom eStats on Mastercard Connect.

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 Mastercom Reports
Claims Manager Reports

Report/Files Purpose
Reconciliation bulk Customers can update the data from Acquirer Fulfillment (T385) files, Issuer
files Notification (T386) files, and Chargeback Notification (T387) files to their
internal systems. Refer to Notification Files for further details.

Claims Manager Reports

The following section provides information about reporting when using Mastercom Claims
Manager.

Run a Report
Mastercom™ Claims Manager provides several standard reports for execution by each user.

About this task

Running a report gives you an up-to-date status report on the fly, at any time.

Procedure
1. Click Reports, and then click the name of the report you want to run.

NOTE: For report descriptions, see the Report Descriptions section.

2. Complete the information in the report wizard.
3. Click Submit.

Results
The system runs the report. Open the report or save it to your computer.

Report Descriptions
The following provides information about standard reports when using Mastercom™ Claims
Manager.

Claim Due Date Report

This report provides the details and summary of claims past due for both issuers and acquirers.

Report Fields

Field
Claim Identifier
Card Number
Acquirer ICA

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 Mastercom Reports
Incoming and Outgoing Claims Report

Field
Issuer ICA
Due Date
Chargeback Reference Number
BIN
Dispute Cycle
Owner
Amount
Currency

Incoming and Outgoing Claims Report

This report provides the details and summary of transactions in incoming and outgoing
clearing files.

Table 4: Report Fields

Field
Account Number
ARN
Amount
Currency
Reason Code
Chargeback Reference Number
Claim ID
Processing Date
Acquirer ICA
Issuer ICA
BIN

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 Mastercom Reports
Monthly Chargeback Report—Issuer

Monthly Chargeback Report—Issuer

This report provides the monthly statistics of the Chargebacks created and amount recovered
(Chargebacks, Representments, Arbitration Chargebacks, Valid Representments and Recovery
through Chargebacks).

Report Fields
Report is grouped by Currency and Period.

Field
Chargeback Count
Chargeback Amount
Representment Count
Representment Amount
Arbitration Chargeback Count
Arbitration Chargeback Amount
Valid Representments Count
Valid Representments Amount
Recovery through Chargeback Count
Recovery through Chargeback Amount

Monthly Chargeback Report—Acquirer

This report provides the monthly statistics of the Chargeback received and representments
(Chargebacks, Representments, Arbitration Chargebacks, Valid Representments, and Total
Loss).

Report Fields
Report is grouped by Currency and Period.

Field
Chargeback Count
Chargeback Amount
Representment Count
Representment Amount
Arbitration Chargeback Count
Arbitration Chargeback Amount

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 Mastercom Reports
Monthly Retrieval Request Report—Issuer

Field
Valid Representments Count
Valid Representments Amount
Total Loss Count
Total Loss Amount

Monthly Retrieval Request Report—Issuer

This report provides the monthly statistics of the issuer Retrieval Request and Chargebacks
pursued (Outgoing Retrievals, Incoming Responses, Accepted copies, and Chargeback Issued).

Report Fields
Report is grouped by Period.

Field
Outgoing Retrieval
Incoming Responses
Accepted Copies
Chargeback Issued

Monthly Retrieval Request Report—Acquirer

This report provides the monthly statistics of the acquirer Retrieval Request fulfillment and
Chargeback received (Incoming Retrievals, Responses, and Response with image and
Chargeback received).

Report Fields
Report is grouped by Period.

Field
Incoming Retrieval
Responses
Response with Image
Chargeback Received

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 Mastercom Reports
Chargeback Claims Report

Chargeback Claims Report

The Chargeback Claims report provides details about claims that contain chargebacks within a
user-specified period of time.
The report is labeled Chargeback Claims Issuer and Chargeback Claims Acquirer in the UI.
Issuers see claims only in the issuer version of the report. Acquirers see claims only in the
acquirer version of the report.

Report Fields

Fields
Claim ID
Chargeback Reference Number
Chargeback ID
Account Number
Acquirer Reference Number
Chargeback Amount
Currency Code
Issuer ICA
Acquirer ICA
Reason Code
Clearing Date
Claim Status
Fraud Notification Date
Reversal

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 Mastercom Reports
Dispute Resolution Reports

Dispute Resolution Reports

The following section provides information about reporting when using Mastercom Dispute
Resolution.

Pre-defined Reports
Mastercom™ provides Pre-defined reports for research and audit purposes. The following
reports can be printed, exported, or customized, and saved as a file for an audit trail. To access
reports, select the report icon.

Retrieval Requests
A training video is also available to help you comprehend Reports. Refer to MasterCom
Reports.

Report Name Description

Acquirer Unworked Items Lists all unworked requests received by acquirer; use to
prioritize outstanding requests and retrieve documents
Acquirer Worked Items An archive listing of recently fulfilled (completed) acquirer
retrieval requests.
Issuer Unworked Items An archive listing of all fulfillments from acquirers that the
issuer has not verified (accepted or rejected). They are pending
issuer verification.
Issuer Worked Items Lists all fulfillments that the issuer has verified (accepted or
rejected). These are completed items.
Issuer Unfulfilled Retrieval Requests Lists all issuer retrieval requests that are pending fulfillment by
the acquirer.
Image Review Decisions Lists Image Review decisions made by Mastercard for
fulfillments previously rejected by the issuer.

Chargebacks

Report Name Description

Chargeback Sender Rejected Items Lists chargebacks and representments rejected in the
Mastercard clearing system (GCMS) due to format or other
reasons. These records must be corrected and resubmitted.
Chargeback Sender Unworked Items Lists outstanding Chargeback and representment items
pending documentation attachment.
Chargeback Sender Worked Items Archive of recently processed (completed) chargebacks and
representments.

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 Mastercom Reports
Pre-defined Reports

Report Name Description

Chargeback Receiver Unworked Items Lists new or outstanding Chargeback receiver items. Customer
must change status to Worked to remove these items from the
report.
Chargeback Receiver Worked Items Receiver’s archive of recently completed (worked) chargebacks
and representments.
Debit Sender Unworked Items Lists debit representments pending attachment of support
documentation. Debit commonly refers to PIN debit or items
processed through the Single Message Transaction Manager
system.
Debit Sender Worked Items Archive of recently completed Debit representments. Debit
commonly refers to PIN debit or items processed through the
Single Message Transaction Manager system.
Debit Receiver Unworked Items Lists new and outstanding Debit representment items.
Customer must change status to Worked to remove these
items from the report. Debit commonly refers to PIN debit or
items processed through the Single Message Transaction
Manager system.
Debit Receiver Worked Items Receiver’s archive of recently completed (worked)
representments. Debit commonly refers to PIN debit or items
processed through the Single Message Transaction Manager
system.

Case Filing

Report Name Description

Case Accepted Report Lists pre-arbitration, arbitration, and compliance cases, and
pre-compliance cases accepted by the Receiver.
Case Rejected Report Lists pre-arbitration, arbitration, compliance, and pre-
compliance cases rejected by the filed against customer.
Case Escalated Report Lists arbitration and compliance cases escalated by the case
sender.
Case Pending Report Lists pre-arbitration, arbitration, compliance, and pre-
compliance cases pending a response from the other customer
or a decision from the Dispute Resolution Management (DRM)
department.

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 Mastercom Reports
Pre-defined Reports

Report Name Description

Case Ruling Report Lists items containing a case decision. The DRM decision key
follows:
D = Declined by DRM
E = Filed in error
R = Ruled for receiver
S = Ruled for sender
V = Reviewed for fines
X = Expired

Case Withdrawn Report Lists pre-arbitration, arbitration and compliance cases, and
pre-compliance cases withdrawn by the filing customer.
Case Ready to Work Report Contains a detailed list of pre-arbitration, arbitration,
compliance cases, and pre-compliance cases that need to be
processed by the customer.
Case Billing Reconciliation Report Lists the dispute amount and fees associated with pre-
compliance and pre-arbitration items, plus cases that have
received a decision or were declined.
Case Billing Summary Report Shows summarized chargeback record information for each
chargeback cycle for a particular chargeback reference
number.
Case Sender Open Cases Report Contains a detailed list of pre-arbitration, arbitration, and
compliance, and pre-compliance cases that need to be
processed by the customer.
All Case Status Report Contains detailed information about a pre-arbitration,
arbitration, compliance case, or pre-compliance case by status
code. All case statuses are listed in one report as follows:
D = Declined by DRM
E = Filed in error
R = Ruled for receiver
S = Ruled for sender
V = Reviewed for fines
X = Expired

Case Billing Summary Report Lists the dispute amount and fees associated with pre-
compliance and pre-arbitration items, plus cases that have
received a decision or were declined.
Case Year-to-Date Billing Report Shows fees associated with pre-arbitration, arbitration,
compliance, and pre-compliance items—by month and by
category.

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 Mastercom Reports
Reconciliation Reporting

Reconciliation Reporting
Mastercom™ offers optional reports to assist with claims manager reconciliation. The reports
are based off of transaction data that is generated through Mastercom and sent to Global
Clearing Management System (GCMS) for processing.
These reports include the disputes generated in Mastercom by Dual and Single Message
customers.
1. First and Arbitration Chargebacks (1442- 450/453 & 1442- 451/454)
2. Representments (1240 – 205/282)
3. Clearing system rejected disputes
4. Chargeback Reversals
5. Fee Collection messages (1740 – 700/780/781/782)
6. Issuer’s Retrieval Requests (1644 - 603)
7. Acquirer’s Retrieval Request Responses / Fulfillment (1644 - 605)
8. Collaboration resolution using Mastercard Merchant Network. Transaction resolved using
the Merchant Network will be represented as the 5000 reject reason code in the
Reconciliation report. Issuers should look for the TC-20 refunds coming from the acquirer
for those 5000 reject messages.
The reconciliation reports are available for downloading through the below options: Bulk File
using endpoint, Mastercom User Interface and the Mastercom API's.

Downloadable Report through the User Interface

The reconciliation report is available through the Dispute Resolution Reports menu. This report
is offered to both Hosted and Pro users.
The reports are offered in two different ways:
• Default Configuration (Adobe pdf or Microsoft excel format)
– Single Day Report for all ICA numbers the user is provisioned for
• Custom Configuration (Adobe pdf or Microsoft excel format)
– Clearing Date Range
– GCMS Cycle
– All
– Cycle 1
– Cylce 2
– Cycle 3
– Cycle 4
– Cycle 5
– Cycle 6
– Cycle 7 (**Mexico Domestic Only)
– ICA Filter – ICA numbers in the list are based off of the User’s provisioning not the
Company ID level.
– No default is chosen

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 Mastercom Reports
Executing the Default Configuration Report

Executing the Default Configuration Report

1. Within Mastercom click on the “Dispute Resolution” tab at the top left corner of the
application
2. Click on Reports
3. Select the Reconciliation Report
4. Select Clearing Reconciliation Report (TQR4)
5. Default is already selected.
6. Select the Date in the Clearing Date for which you need a report run.
7. Under Mastercard Report Format – Select pdf or excel (pdf is selected by default)
8. Click on Run

Executing the Custom Configuration Report

1. Within Mastercom click on the “Dispute Resolution” tab at the top left corner of the
application.
2. Click on Reports.
3. Select the Reconciliation Report.
4. Select Clearing Reconciliation Report (TQR4).
5. Click on Custom. **The custom report selection criteria will show ***All fields are
mandatory.
6. Select the From and To clearing dates for which you would like to run the report
(Timeframe is restricted to the last 90 days).
7. Select the GCMS Cycles (If selecting all no further action is required).
8. Select either all ICA numbers or at least one ICA number from list on the Available ICA
numbers and click on the Arrow or drag and drop the ICA number to the Selected ICA
number field.
9. Under Mastercard Report Format – Select pdf or excel (pdf is selected by default).
10. Click on Run.

Fields on the Excel/PDF Report

Column Label Name Data Element

Column A File ID PDS0105
Column B Message Number DE 71
Column C ClaimCbkid Mastercom generated claim id
Column D ItemCbkID Mastercom chargeback id
Column E Card Issuer Reference Data DE 95
Column F Acquirer Reference Number DE 31
Column G MTI Message Type
Column H Primary Account Number DE 2

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API Reconciliation Report

Column Label Name Data Element

Column I Processing Code DE 3
Column J Function Code DE 24
Column K Message Reason Code DE 25
Column L Amount Transaction DE 4
Column M Amount Reconciliation Sender Amount, Reconciliation
(same as DE 5, exclusive of fees).
Column N Amount Cardholder Billing DE 6
Column O Transaction Currency Code DE 49
Column P Reconciliation Currency Code DE 50
Column Q Cardholder Billing Currency DE 51
Code
Column R Transaction Currency Exp. PDS 0148
Column S Reconciliation Currency Exp. PDS 0148
Column T Cardholder Billing Currency Exp. PDS 0148
Column U Retrieval Reference Number DE 37
Column V Card Acceptor Business Code DE 26
Column W Card Acceptor ID DE 42
Column X Card Name/Location DE 43
Column Y Date & Time of Transaction DE 12
Column Z Transaction Originator Institution DE 94
ID Code
Column AA Transaction Destination
Institution ID Code
Column AB Transaction Status Success/Fail
Column AC Reason for Rejection Fields in Error
Column AD Reversal Flag R or Blank

API Reconciliation Report

You will find all API information within the developer zone.
To access the Mastercard Developer Zone and review the Mastercom APIs simply click or type
in URL: https://developer.mastercard.com/product/mastercom

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Bulk Files

Bulk Files
Mastercom also offers an optional Bulk File Reconciliation Report (TQR4).
TQR4 Bulk File Format
The TQR4 report is a machine-readable ASCII format fixed length file.
The report is based off of transaction data that is generated through Mastercom™ and sent to
Global Clearing Management System (GCMS) for processing. The report is sent to the
customer defined endpoint and needs to be set up and configured by contacting global
customer support. The report shows transaction data that were initiated from Mastercom
(Chargebacks, Retrieval Requests, Retrieval Request Responses (fulfillments), Representments,
and Fee Collection Messages).

Example Description
1 In a scenario where there is a Chargeback and a Chargeback
reversal done on the same day in Mastercom, The TQR4 report
contains two entries in the report one for the Chargeback and the
other for the Reversal.
2 The report will not have an entry on the claim ID creation.
3 When will the TQR4 report be received? TQR4 report
generation aligns to the GCMS cycles that run six days a week.
Once Mastercom receives the acknowledgment from GCMS the
report is then populated and sent to the customers GFT/MFE end
point. Timeframes may vary for each cycle; typical receipt of the
TQR4 is roughly 1-2 hours from GCMS acknowledgment into
Mastercom.
4 How can we tell if an entry in the TQR4 report is a
chargeback reversal? There is a data element in the last position
of the fixed length file dedicated for the reversal flag. If the record
is a reversal there is an 'R' in the space otherwise the value is blank.
Refer to the File Layout Specifications below.

Source Field Name Length Data Element/Details

IPM Message File ID 25 PDS 0105
IPM Message Message Number 8 DE 71
Mastercom ClaimCbkId 19 Mastercom Generated
Mastercom CbkId 19 Mastercom Generated
IPM Message Cycle ID (Card Issuer 10 DE 95
Reference Data/
Chargeback Ref. No.)

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TQR4 Bulk File Format

Source Field Name Length Data Element/Details

IPM Message Acquirer Reference 23 DE 31
Number
IPM Message MTI 4 Message Type
IPM Message Primary Account 19 DE 2
Number
IPM Message Processing Code 6 DE 3
IPM Message Function Code 3 DE 24
IPM Message Message Reason Code 4 DE 25
IPM Message Amount Transaction 12 DE 4
IPM Message Amount Reconciliation 12 Sender Amount,
Reconciliation (same as
DE5, exclusive of fees)
IPM Message Amount Cardholder 12 DE 6
Billing
IPM Message Transaction Currency 3 DE 49
Code
IPM Message Reconciliation Currency 3 DE 50
Code
IPM Message Cardholder Billing 3 DE 51
Currency code
IPM Message Transaction Currency 4 PDS 0148
Exponent
IPM Message Reconciliation Currency 4 PDS 0148
Exponent
IPM Message Cardholder Billing 4 PDS 0148
Currency Exponent
IPM Message Retrieval Reference 12 DE 37
Number
IPM Message Card Acceptor Business 4 DE 26
Code
IPM Message Card Acceptor ID 15 DE 42
IPM Message Card Acceptor Name/ 22 DE 43
Location
IPM Message Date & Time of 12 DE 12
Transaction
IPM Message Transaction Originator 11 DE 94
Institution ID Code

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Enhanced Reconciliation Report

Source Field Name Length Data Element/Details

IPM Message Transaction Destination 11 DE 93
Institution ID Code
Mastercom Transaction Status 7 Success/Fail
IPM Message Reason for Rejection 512 Fields in error
Reversal Flag Field Name Reversal Indicator 1 Data Element/Details =
R or blank

Refer to the File Format syntax:

MCI.AR.O.TQR4. ENNNNNNN.DYYMMDD.THHMMSS.AQQQ
Refer to the File Name Example:
MCI.AR.O.TQR4.E00796 40.D180528.T110029.A 001 (Where NNNNNNN is endpoint and
QQQ is sequence number of file.) Delivery of the TQR4 Report will be after each GCMS
clearing cycle.

Enhanced Reconciliation Report

Mastercom includes an enhanced reconciliation report as part of Dispute Resolution.
The T5G2/T5G4 enhanced reconciliation report provides more detailed processing information
than the TQR4/TQR6 reconciliation report. Customers can access the T5G2/T5G4 enhanced
reconciliation report through batch reporting, the UI and API.

NOTE: The enhanced reconciliation report in the production environment is T5G2. The
enhanced reconciliation report in the MTF environment is T5G4.

Data elements that appear in the T5G2/T5G4 enhanced reconciliation report adhere to the
specifications in the Data Element Specifications table shown below.

Table 5: Data Element Specifications

Characters Attribute Justification

alphabetic (A–Z and a–z) and al Left justified with trailing spaces.
numeric characters
numeric digits 0–9 nr Right justified with leading zeros.
numeric digits 0–9 nl Left justified with trailing spaces.
alphabetic (A–Z and a–z), ul Left justified with trailing spaces.
numeric, and Unicode special
characters (including space)

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Enhanced Reconciliation Report

Some of the data elements in the Data Elements Included in T5G2/T5G4 Enhanced
Reconciliation Report table shown below are shared with the TQR4/TQR6 reconciliation report.
The row numbers marked with an asterisk (*) in the table are included only in the T5G2/T5G4
enhanced reconciliation report.

NOTE: The order of the fields in the T5G2/T5G4 enhanced reconciliation report shown below
is different from the order of the fields in the TQR4/TQR6 reconciliation report.

Table 6: Data Elements Included in T5G2/T5G4 Enhanced Reconciliation Report

Lengt Data
No Field Name h Element ID Attribute Data Element/Details
1 File ID 25 PDS 0105 ul0025 File ID identifies a logical data file to be
exchanged between a customer or
processor and the clearing system. The
field will have only spaces if the message
was created by a single message system
sender.

NOTE: The same File ID may be

duplicated in one report if the claim
associated with that File ID has
multiple lifecycle occurrences within
the same cycle.

2 Message 8 DE 71 nr0008 The transaction originator assigns the DE

Number Message Number to data messages in a
file. Message number monitors the
integrity and continuity of the files being
exchanged. The field will have all zeroes
if the message was created by a single
message system sender.
3 Claim ID 19 Mastercom nr0019 Sender's Claim ID is identifier of the
generated Claim this dispute is associated with.
4 Event ID 19 Mastercom nr0019 Item ID is identifier of the dispute/item
generated raised by the customer.
5 Card Issuer 10 DE 95 nr0010 The issuer assigns a Reference data value
Reference when generating chargeback messages.
Data It has all zeroes for single issued
Transaction messages.
6 Acquirer 23 DE 31 nr0023 Acquirer Reference Number is data an
Reference acquirer supplies in an acquirer
Number originated message that may be
required for an issuer to return to the
acquirer in a subsequent message.

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Lengt Data
No Field Name h Element ID Attribute Data Element/Details
7 MTI 4 MTI nr0004 Four-digit numeric field describing the
type of single/dual transaction message
being Interchanged.
8 Primary 19 DE 02 al0019 Primary Account Number [PAN] is a
Account series of digits that identify a customer
Number account or relationship.
9 Processing 6 DE 03 nr0006 Processing Code is a series of digits that
Code describe the effect of a transaction on a
customer account and the type of
accounts affected.
10 Function 3 DE 24 nr0003 Function Code indicates the specific
Code purpose of single/dual message being
Interchanged.
11 Message 4 DE 25 nr0004 Message Reason Code provides the
Reason Code reason selected by the single/dual
message originator.
12 Amount, 12 DE 04 nr0012 Amount of funds the cardholder
Transaction requested in the acquirer’s local currency
or a currency acceptable to the
cardholder and card acceptor that the
acquirer supports.
13 Transaction 3 DE 49 nr0003 Transaction Currency Code defines the
Currency currency of Transaction Amount.
Code
14 Transaction 1 Derived ul0001 Transaction Currency exponent value
Currency from PDS appearing in PDS 148 subfield
Exponent 0148 associated with the Transaction currency
code.
15 Amount, 12 Mastercom nr0012 Sender Amount, Reconciliation (same as
Sender’s DE generated DE5, exclusive of fees).
05 without
fees
16 Reconciliatio 3 Mastercom nr0003 Currency code associated with Field No.
n Currency generated 15 of this table.
Code
17 Reconciliatio 1 Derived ul0001 Currency exponent value associated with
n Currency from PD Field No. 16 of this table.
Exponent 0148

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Lengt Data
No Field Name h Element ID Attribute Data Element/Details
18 Amount, 12 DE 06 nr0012 Amount, Cardholder Billing is
Cardholder Transaction Amount Transaction
Billing converted to the issuer’s designated
cardholder billing currency.
19 Cardholder 3 DE 51 nr0003 Cardholder Billing Currency Code
Billing defines the currency of the Cardholder
Currency Billing amount.
Code
20 Cardholder 1 Derived ul0001 Cardholder billing Currency exponent
Billing from PDS value appearing in PDS 148 subfield
Currency 0148 associated with the billing currency,
Exponent code.
21 Retrieval 12 DE 37 ul0012 Retrieval Reference Number is a
Reference transaction information document
Number reference number the card acceptor’s or
designated agent’s system supplies. The
issuer customer provides the value while
generating the messages.
22 Card 4 DE 26 nr0004 Card Acceptor Business Code [MCC]
Acceptor classifies the type of business applicable
Business to the card acceptor.
Code
23 Card 15 DE 42 ul0015 Card Acceptor ID Code identifies the
Acceptor ID card acceptor ID assigned by the
acquirer. This field is not applicable for
Retrieval Requests.
24 Card 22 DE 43 S1 ul0022 Card Acceptor Name contains the card
Acceptor acceptor name or ATM owning
Name institution name. This field is not
applicable for Retrieval Requests.
25 Date & Time 12 DE 12 nr0012 Date and Time, Local Transaction is the
of local year, month, day, and time at
Transaction which the transaction takes place at the
card acceptor location. Format for field
will be YYMMDDHHMMSS as per GCMS
specification. The UI and API reports will
have formatted values – YY-MM-DD
HH:MM:SS This field is not applicable for
Fee Collection.
26 Transaction 11 DE 94 nr0011 Transaction Originator Institution ID
Originator Code identifies the transaction
Institution ID originator institution.
Code

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Lengt Data
No Field Name h Element ID Attribute Data Element/Details
27 Transaction 11 DE 93 nr0011 Transaction Destination Institution ID
Destination Code identifies the transaction
Institution ID destination institution.
Code
28 Reversal Flag 1 PDS 0025 al0001 This Flag identifies a message as a
S1 reversal of a previous message. This can
be R or Space.
29* Conversion 8 Mastercom nr0008 This identified Conversion rate used by
Rate generated clearing system to calculate Sender's
Reconciliatio Reconciliation amount.
n
30* Amounts, 12 DE 30 S1 nr0012 Original Amount data element values for
Original First Presentment/1240 presented in the
subfield 1 as per GCMS format -
YYMMDDHHMMSS.
31* Original 3 PDS 0149 nr0003 Original Amount Currency Code
Amount S1 presented in subfield 1 of PDS 149.
Currency
code
32* Original 1 Derived ul0001 Original Amount currency exponent
Amount from PDS value appearing in PDS 148 subfield
Currency 0148 associated with the original transaction
Exponent currency code.
33* Amount, 432 Mastercom ul0432 Sender Amount Transaction Fee presents
Transaction generated all fee amounts associated with a
fee transaction.
This field may contain 1 to 12
occurrences of transaction fees. Each
transaction fee consists of seven
subfields as defined in the following
table. Each fee requires 36 positions; the
length of this field must be a multiple of
36, with a maximum length of 432
positions. Complete data element will
contain varying number of occurrences
followed by trailing spaces, in the fixed
length field of 432 characters. Refer to
below section for the subfield
information.

34* Clearing Date 6 Mastercom nr0006 The clearing system date for the
generated message in the format - local year,
month, day (YYMMDD).

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Lengt Data
No Field Name h Element ID Attribute Data Element/Details
35* Clearing 1 Mastercom nl0001 Clearing system cycle ID in which the
cycle ID generated message was processed.
36* Transaction 7 Mastercom al0007 Success/failure [logged as either
Status generated SUCCESS or FAILURE].
37* Amount, 12 Mastercom nr0012 Reconciliation Amount in Sender
Reconciliatio generated Currency, inclusive of fees.
n with fees
38* Reconciliatio 3 Mastercom nr0003 Sender Reconciliation Currency Code
n Currency generated associated with Field No. 37 of this
Code table.
39* Reconciliatio 1 Derived ul0001 Reconciliation Currency exponent value
n Currency from PDS associated with Field No. 38 of this
Exponent 0148 table.
40* Reason for 5000 Mastercom ul5000 Detailed Description of the Rejected
Rejection generated record– shown only when there is a
Failure.

The Subfield Information for the Transaction Fee Amount Field table provides detailed subfield
information for the Transaction Fee Amount field, referenced in row 33 of the Data Elements
Included in T5G2/T5G4 Enhanced Reconciliation Report table shown above.

Table 7: Subfield Information for the Transaction Fee Amount Field

Sub Amount, Sub field

Transaction Data Subfield start
field no fee Type length position Description
1 Clearing n 2 1 A code in the range 00–99 to indicate
System defined the fee type.
Fee Type Code
2 Fee Processing a 2 3 A code that indicates the entity is
Code debited or credited for this fee amount.
Code Value:
DR = Debit
CR = Credit

3 Fee Settlement n 2 5 Fee Settlement Indicator identifies the

Indicator PDS location of the settlement service
information applicable to this fee.

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Sub Amount, Sub field

Transaction Data Subfield start
field no fee Type length position Description
4 Currency n 3 7 The ISO numeric currency code for the
Code, Fee, Transaction Fee Amount (subfield 5).
Transaction
5 Amount Fee, n 12 10 The transaction fee amount in the
Transaction calculated currency of the fee.
6 Currency n 3 22 The ISO numeric currency code for the
Code, Fee, Reconciliation Fee Amount (subfield 7).
Reconciliation
7 Amount, Fee, n 12 25 Fee amount in the reconciliation currency
Reconciliation (payment currency).

The following table provides examples of data that may appear in the Reason for Rejection
field, referenced in row 40 of the Data Elements Included in T5G2/T5G4 Enhanced
Reconciliation Report table shown above. The Reason for Rejection field provides additional
information in accordance with Mastercard Standard Error Codes and descriptions used in
Clearing system files and reports.

NOTE: The Reason For Reject field is populated only when GCMS rejects a dispute and the
Transaction Status field is populated with FAILURE.

Table 8: Data Populated in Reason for Rejection Field

Example Situation Data Populated in Field

Generic N/A CodeN=errorMessageCode|
errorSeverityCode|dataElement|
subElementNumber|dataElementValue|
{errorDescription}

NOTE: N denotes multiple

occurrences of the reject record,
each starting with Code and ending
with }.

Example 1 GCMS rejects a record due to incorrect Code1=0141|00|D0063|002|

date in DE 063. 13399abt62310 |{DE63S2 TRACE ID
POSITIONS 10–13 MUST BE A VALID
DATE IN THE FORMAT MMDD.}

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Using the UI for the Enhanced Reconciliation Report

Example Situation Data Populated in Field

Example 2 GCMS rejects a record due to multiple Code1=2219|00|D0025|000|4846|
problems. {DE25 MESSAGE REASON CODE
INVALID FOR BUSINESS SERVICE
ARRANGEMENT BUSINESS SERVICE ID :
8 & TYPE :356724 AND ACCEPTANCE
BRAND ID CODE : CARD PROG
IDENTIFIER : MCC & TYPE CODE : 8 &
ID code :356724.}Code2=0631|00|
P0158|004| 75|{PDS0158S4
INTERCHANGE RATE DESIGNATOR AND
PROCESSING CODE/REVERSAL
INDICATOR COMBINATION INVALID
FOR BUSINESS SERVICE
ARRANGEMENT BUSINESS SERVICE ID :
8 & TYPE :356724AND ACCEPTANCE
BRAND ID CODE : CARD PROG
IDENTIFIER : MCC & TYPE CODE : 8 &
ID code :356724.}
Example 3 Ethoca rejects a record due to a Code1=5000|00|DE025|000|4837|
merchant refund. {MERCHANT REFUNDED THE DISPUTED
TRANSACTION.}

Using the UI for the Enhanced Reconciliation Report

The T5G2/T5G4 enhanced reconciliation report is available through the UI.

Generating a T5G2/T5G4 Enhanced Reconciliation Report Using the UI

1. In Dispute Resolution, click Reports. The Mastercom Pro Reports window opens.
2. Click Reconciliation Reports to show reconciliation report options.
3. From the Select Report dropdown menu, select Enhanced Clearing Reconciliation
Report.

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Using the UI for the Enhanced Reconciliation Report

4. In the left-hand side of the window, select Default or Custom. The default version of the
report generates a report for a specified day. The custom version of the report allows users
to select clearing dates, clearing cycles, and specific ICAs.

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Using Batch Reporting for the Enhanced Reconciliation Report

5. In the left-hand side of the window, select either PDF or Excel.

6. Click Run. The enhanced reconciliation report generates and downloads automatically.
7. Open the report from the downloads folder of your browser.

Using Batch Reporting for the Enhanced Reconciliation Report

The T5G2/T5G4 enhanced reconciliation report is available through batch reporting.

Using Batch Reporting to Deliver the Enhanced Reconciliation Report

Batch reporting uses the Mastercard Global File Transfer (GFT) endpoint. Enroll for the new
reports by contacting the Mastercard project contact or the Mastercard Global Customer
Service team to help with the bulk ID setup for your receiving endpoints.
• The MTF report bulk ID is T5G4.
• The production bulk ID is T5G2.
Once enrolled, you will receive an enhanced reconciliation report for every clearing cycle. If
there are no dispute transactions to report, an empty report containing only header
information is sent.
If processing delays occur, claims from earlier cycles may be reported in subsequent cycles.
These claims still display the correct clearing cycle ID.

Batch Header Included as Part of Batch Report

The batch report for the enhanced reconciliation report contains information in its header that
is specific to each batch report.

NOTE: The batch header does not appear in the UI or in an API response.

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Using Batch Reporting for the Enhanced Reconciliation Report

Table 9: Header for Batch Report

No Field Name Example value Description

1 Name of the Report. Enhanced Reconciliation Business description and version of the
Report V2 report name.

NOTE: The batch report contains

27,994 characters per row in the
data records. Mastercom is currently
populating only 5762 characters.

2 Date and time 2019-04-24 15:48 CST Date & Time the report was generated.
information.
3 Data Element File ID:nr0025,Message Comma separated list of data elements
Description Number:nr0008 expected in the data record. The data
appears in the same order as data
elements are defined. The Data element
definition follows below pattern -
Data Element Name
Delimiter - semi colon
Notation - Two letter notation to provide
data type and alignment.
Size - Four digit number to define the
size of data element.
Delimiter - comma to end the data
element definition.

NOTE: The delimiters only apply to

this header field, the batch report
does not contain comma or
semicolon delimiters between the
data fields.

4 Record Count 123456 A six digit number to specify the

number of records starting from row
five of the report, thus max record
count can be 9,99,999.

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 Mastercom Reports
Non-Migrated Claim Billing Report

Non-Migrated Claim Billing Report

This report provides information about claims resulting in Claims Manager fees billed to non-
migrated ICA numbers after their mandatory migration dates have passed.

Table 10: Report Fields

Fields
Issuer Reference No. (DE 95)/Case ID
Dispute Type
Dispute Creation Date
Billed ICA
Sender ICA
Receiver ICA
PAN
ARN
MTI
Function Code
Document Indicator

Generate a Non-Migrated Claim Billing Report

Procedure
1. Open Dispute Resolution.
2. Click Reports > Reconciliation Reports.
3. Click Non-Migrated Claim Billing Report in the Select Report dropdown menu.
4. Select applicable report options.

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 Mastercom Reports
Generate a Non-Migrated Claim Billing Report

a. At the top right of the window, select Mask PAN Yes or No to hide or show primary
account numbers in the report.
b. Select PDF or Excel to specify the format of the report.
c. Select the year and month for which you want to see claims.
d. Select the ICA numbers for which you want to see claims by highlighting each ICA
number and clicking the right arrow icon to move the ICA number to the Selected
Options window.
5. Click Run.

Results
The report downloads to the browser.

What to do next
Open the report from the browser’s download folder to view the report.

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 MasterCom eStats

Chapter 5 MasterCom eStats

MasterCom™ has options for using eStat reports.

Mastercom eStats Procedures......................................................................................................171

Benefits of Mastercom eStats......................................................................................................171
Order the Mastercom eStats Product...................................................................................... 171
Access Mastercom eStats....................................................................................................... 172
Retrieval, Chargeback, and Representment Reports................................................................ 172
Run eStats Reports................................................................................................................. 173
Case Filing Reports................................................................................................................. 173

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 MasterCom eStats
Mastercom eStats Procedures

Mastercom eStats Procedures

Mastercom™ eStats is a reporting suite that provides reporting for work processed through the
Mastercom applications. eStats is inclusive of the Mastercom products.
System users can search for and receive information eStats provides reporting on:
• Retrieval request fulfillments
• Chargeback and representment transactions and documentation
• Pre-compliance, Compliance, Pre-arbitration, and Arbitration Case Filing

Benefits of Mastercom eStats

Mastercom™ eStats reports provides customers with an efficient way to analyze transaction
history data.
This enables them to make decisions that are more informed and to increase customer
satisfaction. Customers can use the analytical abilities of eStats to improve their business and
ultimately increase profits.
Mastercard® uses leading edge technology to achieve the following benefits through
Mastercom eStats:
• Wide application accessibility
• Access to meaningful, predefined statistical reports
• Secure and consistent access to customer statistics
Contact a Mastercom Product Specialist for more information.

Order the Mastercom eStats Product

A customer can order a license for Mastercom™ eStats by visiting Mastercard® Connect and
completing the following steps for product registration.

About this task

NOTE: Access to Mastercard Connect is required before a customer can order Mastercom
eStats. Or visit www.mastercardconnect.com for more information about registering for
access to Mastercard Connect.™

Procedure
1. Go to www.mastercardconnect.com.
2. Type your User ID and press the Tab key.
3. Type the PIN followed by the number displayed on the SecurID in the Security Information
field and press Enter.
The system will display the Mastercard Connect home page.

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 MasterCom eStats
Access Mastercom eStats

4. Click Login.
5. Select Store.
6. Scroll to the eStats product and select New Product Request.
7. Click Submit at the bottom of the form.
The Mastercard Customer Operations Services Help Desk will contact you if there are any
questions about the product request. If the requested product requires a SecurID™ card,
you will receive one in the mail along with a new User ID. For questions or issues during
the registration process, contact Customer Support Help Desk at 1-800-999-0363 or
636-722-6366.

Access Mastercom eStats

Follow this procedure to launch Mastercom™ eStats.

Procedure
1. Launch Mastercom from Mastercard® Connect.
2. Select the reporting icon .
3. Select the eStats Report heading.

Retrieval, Chargeback, and Representment Reports

Mastercom™ eStats enables customers to obtain the following reports for retrievals and
Chargeback processing.

Report Description
Acquirer Retrieval This report displays the acquirer retrieval request responses, fulfillment
Requests fees, and document review decisions.
Acquirer First and This report displays the total number and dollar amount of first and
Arbitration Chargebacks Arbitration Chargebacks with documentation received. Includes statistics
on the average number of pages sent with each Chargeback.
Acquirer Second This report displays Second Presentments sent and Second Presentment
Presentments support documentation processed.
Issuer Retrieval Requests This report display issuer responses on Retrieval Requests, Fulfillment fees,
and document review decisions.
Issuer First and This report displays the Chargebacks sent and support documentation
Arbitration Chargebacks processed for First Chargebacks and Arbitration Chargebacks.
Issuer Second This report displays the total number and dollar amount of the Second
Presentments Presentments with documentation received. Includes statistics on the
average number of pages sent with each.

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Run eStats Reports

Run eStats Reports

How to run Mastercom™ eStats reports.

About this task

Follow these steps to run eStats reports.

Procedure
1. Click the Report Name list to select the report.
2. Select the desired Date Range.
3. Select the desired report ICA numbers by dragging and dropping ICA numbers to the
Selected Options column. To report on all ICAs, check the ALL box.
4. Click Display Report.
The report will appear on the screen.
5. Reports may be printed or exported using the export icon .

Case Filing Reports

Mastercom™ eStats enables customers to obtain the following reports for Case Filings.

Report Description
Favored Cases by Case/Filing This report includes the total number of cases (by case type) and the
Status number and percentage of cases in which the customer was favored,
for each case status (Ruled, Declined, Withdrawn, Accepted, Filed in
Error, and Expired). It also includes the total dispute amount of the
cases in which the customer was involved, plus the total dispute
amount for the cases in which the customer was favored.
Totals by Billing Event Type This report includes the total amount and number of billing events.
The billing events include Filing Fees, Technical Violation Fee,
Administrative Fee, Arbitration Case Fee, Compliance Case Fee, Pre-
Compliance Case Fee, Case Decision Appeal Fee, Hub site Fee,
Dispute Amount Debit, Dispute Amount Credit, and the Case
Withdrawal Fee.
Ruled by Reason Code and This report includes the total number of cases for the ICA numbers
Filing Status selected, the total number of rulings for those cases, the number of
cases in which the ICA number was favored, and the total number of
withdrawals. These statistics are broken down by the filing status of
the ICA number and by the reason code. The report also shows the
total number of cases by reason code in which the ICA number was
involved.
Customer Ranking by ICA This report shows customer ranking for the number of cases filed
(largest to smallest), by case status.
Cases Filed by Month This report shows customer ranking for the number of cases filed
(largest to smallest), by month.

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 MasterCom eStats
Case Filing Reports

Report Description
Days Until Cases Closed by This report contains the number of cases closed, by status, for each
Day day for a full month. (The statuses include Ruled, Declined,
Withdrawn, Accepted, and Filed in Error). The report covers one full
month, selected by user.
Monthly Totals by Billing Event This report contains the total number of cases and case fees, by
billing event, for a specified time period.
Dispute Amount by Fee Type This report contains the total number of cases and case fees, by
billing event, for a specified time period.
Dispute Amounts by Case Type This report contains the total and average dispute amounts for cases,
by month, with a table for each case type.
Number of Days Until Closed This report contains the total number of days during the specified
time frame that each case was open with the case ruling. In addition,
the report gives the average number of days a case remained open
until considered closed.
Dispute Amount per Reason This report contains the total number and dispute amount of
Code arbitration cases, by chargeback message reason, by month.

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 Exiting Mastercom

Chapter 6 Exiting Mastercom

This chapter explains the process of exiting Mastercom and system timeouts.

Exiting Mastercom...................................................................................................................... 176

System Time Out........................................................................................................................ 176

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 Exiting Mastercom
Exiting Mastercom

Exiting Mastercom
Sign Out is always recommended for closing the program.
To exit Mastercom™, click Sign Out or click X in the window.

NOTE: Any uncommitted work will be saved in the database until the next time you log on.
At that time, the transactions may be committed or left unworked (any updates will remain).
If another user has committed the same transactions that were left unworked, the current
user will not see those in his or her view. All committed transactions (by any user) will be
located in the Worked Views on the next refresh.

System Time Out

Many of the tasks performed in Mastercom™ can be completed while not actively connected
to the server through an Internet session.
While working in Mastercom, an Internet connection may close, particularly if the application
is idle for a period. If the connection closes, anything not attached or saved is lost. Log into
Mastercom again to commit work or update database information.

NOTE: An Internet session is closed if you try to commit your work or update the database
and a message appears stating that your session was terminated.

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 Mastercom Process Flows

Appendix A Mastercom Process Flows

Mastercom is an end-to-end dispute management system that enables tracking of disputes throughout the entire dispute life cycle.

Process Flows Overview..........................................................................................................................................................................178

Traditional Flow with Data Elements.......................................................................................................................................................178
Claims Manager Work Flows............................................................................................................................................................. 185

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 Mastercom Process Flows
Process Flows Overview

Process Flows Overview

This overview identifies the Mastercard dispute management system named Mastercom that manages dispute claims.
Dispute events are managed as claims in Mastercom, regardless of whether they advance to network-level dispute transactions. All
activities for any given dispute can be tracked within a single claim throughout its life cycle. Under a claim, users can initiate Retrieval
Request and Fulfillment; Merchant Inquiry (Collaboration) through a First Chargeback, Second Presentment, Arbitration Chargeback
(Retiring in April 2020), Case Filing, Fraud and Loss Database reporting, and Fee Collection requests. Users can create claims using
the Mastercom user interface or through Application Programming Interfaces (APIs) integrated into user’s platform.

Traditional Flow with Data Elements

The flows in this section represents Mastercom™ process flows, with different focal points.
Issuer data and acquirer data below includes, the following messages, files, and reports:

Issuer Data Acquirer Data

Retrieval Requests (1644-603) Retrieval Request Fulfillments (1644-605)
First/Arbitration Chargebacks (1442/45X) Second Presentments (1240-205/282)
Fee Collections (1740) Fee Collections (1740)
File Currency Summary (1644-680) File Currency Summary (1644-680)
Financial Position Detail (1644-685) Financial Position Detail (1644-685)
Settlement Position Detail (1644-688) Settlement Position Detail (1644-688)
Clearing Summary (IP772) Clearing Summary (IP772)
T140 Reports T140 Reports
T783 Chargeback Analysis Reports T783 Chargeback Analysis Reports

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 Mastercom Process Flows
Traditional Flow with Data Elements

Issuer Data Acquirer Data

Clearing Cycle Acknowledgment Report (IP727) Clearing Cycle Acknowledgment Report (IP727)

Mastercom Claims Manager Flow (High level)

Current Mastercom Reporting and Reconciliation Process Flow

The following pictures represent the current Mastercom reporting and reconciliation process flow, and the reporting and
reconciliation process flow that will be in place with the Claims Manager enhanced Mastercom.

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 Mastercom Process Flows
Traditional Flow with Data Elements

Sender Reconciliation Receiver Reconciliation

File Currency Summary (1644-680) File Currency Summary (1644-680)
Financial Position Detail (1644-685) Financial Position Detail (1644-685)
Settlement Position Detail (1644-688) Settlement Position Detail (1644-688)
Clearing Summary (IP772) Clearing Summary (IP772)
T140 Reports T140 Reports
T783 Chargeback Analysis Reports T783 Chargeback Analysis Reports
Clearing Cycle Acknowledgment Report (IP727) Clearing Cycle Acknowledgment Report (IP727)
TQR4 Itemized Reports TQR4 Itemized Reports
T5G2 Itemized Report T5G2 Itemized Report
Claims Manager Reporting Functionality (Replaces Image Interface Files) Claims Manager Reporting Functionality (Replaces Image Interface Files)
T385, T386, T387 T385, T386, T387

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 Mastercom Process Flows
Traditional Flow with Data Elements

Enhanced Mastercom Reporting and Reconciliation Process Flow

Itemized report (bulk type TQR4) which will provide customers with accepted and rejected dispute related message information. The
format is a fixed length file, with additional fields such as Claim ID, which are generated by Mastercom. The TQR4 file format is
detailed in the picture above. Refer to the Mastercom Reports section for further details on the TQR4 and its usage.

Processor on Enhanced Mastercom Platform

In the following scenario, the issuer has an issuer Processor and both are interacting with enhanced Mastercom; leveraging the API
and/or GUI access method. The issuer, issuer processor, and acquirer have all been on-boarded to the enhanced platform.

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 Mastercom Process Flows
Traditional Flow with Data Elements

Issuer Data Acquirer Data

Retrieval Requests (1644-603) Retrieval Request Fulfillments (1644-605)
First/Arbitration Chargebacks (1442/45X) Second Presentments (1240-205/282)
Fee Collections (1740) Fee Collections (1740)

Issuer Reconciliation Acquirer Reconciliation

File Currency Summary (1644-680) File Currency Summary (1644-680)
Financial Position Detail (1644-685) Financial Position Detail (1644-685)
Settlement Position Detail (1644-688) Settlement Position Detail (1644-688)
Clearing Summary (IP772) Clearing Summary (IP772)
T140 Reports T140 Reports
T783 Chargeback Analysis Reports T783 Chargeback Analysis Reports
Clearing Cycle Acknowledgment Report (IP727) Clearing Cycle Acknowledgment Report (IP727)
TQR4 Itemized Reports TQR4 Itemized Reports
T5G2 Itemized Reports T5G2 Itemized Reports
Claims Manager Reporting Functionality (Replaces Image Interface Files) Claims Manager Reporting Functionality (Replaces Image Interface Files)
T385, T386, T387 T385, T386, T387

Mastercom Claims Manager Reports

In the following scenario, the issuer has been on-boarded to the new Mastercom platform and leveraging the API or GUI access
method. The acquirer is using the existing Mastercom Image Interface functionality and has not migrated to the new platform.

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 Mastercom Process Flows
Traditional Flow with Data Elements

Issuer Data Acquirer Data

Retrieval Requests (1644-603) Retrieval Request Fulfillments (1644-605)
First/Arbitration Chargebacks (1442/45X) Second Presentments (1240-205/282)
Fee Collections (1740) Fee Collections (1740)

Issuer Reconciliation Acquirer Reconciliation

File Currency Summary (1644-680) File Currency Summary (1644-680)
Financial Position Detail (1644-685) Financial Position Detail (1644-685)
Settlement Position Detail (1644-688) Settlement Position Detail (1644-688)
Clearing Summary (IP772) Clearing Summary (IP772)
T140 Reports T140 Reports
T783 Chargeback Analysis Reports T783 Chargeback Analysis Reports
Clearing Cycle Acknowledgment Report (IP727) Clearing Cycle Acknowledgment Report (IP727)
TQR4 Itemized Reports TQR4 Itemized Reports
T5G2 Itemized Reports T5G2 Itemized Reports
Claims Manager Reporting Functionality (Replaces Image Interface Files) Claims Manager Reporting Functionality (Replaces Image Interface Files)
T385, T386, T387 T385, T386, T387

Acquirer on Enhanced Mastercom Platform

In the following scenario, the acquirer has been on-boarded to the new Mastercom platform and leveraging the API or GUI access
method. The issuer is using the existing Mastercom Image Interface functionality and has not migrated to the new platform.

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 Mastercom Process Flows
Traditional Flow with Data Elements

Issuer Data Acquirer Data

Retrieval Requests (1644-603) Retrieval Request Fulfillments (1644-605)
First/Arbitration Chargebacks (1442/45X) Second Presentments (1240-205/282)
Fee Collections (1740) Fee Collections (1740)

Issuer Reconciliation Acquirer Reconciliation

File Currency Summary (1644-680) File Currency Summary (1644-680)
Financial Position Detail (1644-685) Financial Position Detail (1644-685)
Settlement Position Detail (1644-688) Settlement Position Detail (1644-688)
Clearing Summary (IP772) Clearing Summary (IP772)
T140 Reports T140 Reports
T783 Chargeback Analysis Reports T783 Chargeback Analysis Reports
Clearing Cycle Acknowledgment Report (IP727) Clearing Cycle Acknowledgment Report (IP727)
TQR4 Itemized Reports TQR4 Itemized Reports
T5G2 Itemized Reports T5G2 Itemized Reports
Claims Manager Reporting Functionality (Replaces Image Interface Files) Claims Manager Reporting Functionality (Replaces Image Interface Files)
T385, T386, T387 T385, T386, T387

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 Mastercom Process Flows
Claims Manager Work Flows

Claims Manager Work Flows

Samples of Mastercom™ Claims Manager work flows are identified below.

Claims Manager Process Flow (Financial Example - prior to collaboration)

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 Mastercom Process Flows
Claims Manager Work Flows

Collaboration and Chargeback Workflow

In order to find the TC-20 information, use the following guidelines and data elements to search your clearing record:
File Format 1240/200/20

Data Elements DE 2—PAN (may not be the same from the original first presentment; original card could have been lost or stolen)
and Details: DE 3—Tran Type (20 – return)

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 Mastercom Process Flows
Claims Manager Work Flows

DE 4—Tran Amount (may or may not be the same value from the original first presentment
DE 43—Merchant information (no guarantee it is 100% populated the same as the original first presentment)
DE 26—Merchant Category Code (no guarantee it is 100% populated the same as the original first presentment)
Banknet Reference Number—Typically not present in a purchase; return as it was not authorized

For further information around 1240/200 message types, refer to the IPM Clearing Format Manual within publication.

Retrieval Request Workflow

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 Mastercom Process Flows
Claims Manager Work Flows

Fee Collection Workflow

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 Icons

Appendix B Icons
Below are usable icons. There are additional icons specific to Case Filing in the Case Filing section.

Icons...........................................................................................................................................190

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 Icons
Icons

Icons
The icons in Mastercom™ are defined as follows.

Icon Description
Help

User Preferences

Print

Export
Attach with Document Count (Sender Unworked, Acquirer Unworked)

Attached Image

Date Selector

Download
Chargeback Summary Inquiry

Chargeback Document Inquiry

Advanced Filter

Default View (Views that will open on each launch.)

Startup View (Active view on launch)

Memo

Reports

Edit
Expedited Billing Dispute Form

Upload or Import
Audit Alert

Expiration Alert

Advisory

Multiple Alerts

Processing Error Alert

New Claim with no Events.

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 Icons
Icons

Icon Description
Claim with Event

Claim with Event requiring action or information has been updated

Mastercom Claims Manager Process or Mastercard clearing process

Sender Action or Notification

Receiver Action or Notification

Reports sent to Senders or Receivers from Mastercom

Searching Transactions

Sender of a Case

Receiver of a Case

Dispute Resolution Management Staff

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 Notification Files

Appendix C Notification Files

This defines the various notification files created by the Mastercom™ system.

Acquirer Fulfillment (T385), Issuer Notification (T386), and Chargeback Documentation

Notification (T387) Files...............................................................................................................193
Acquirer Fulfillment File (T385)....................................................................................................193
Issuer Notification File (T386)...................................................................................................... 195
Notification File Record (T387).................................................................................................... 197

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 Notification Files
Acquirer Fulfillment (T385), Issuer Notification (T386), and Chargeback Documentation Notification (T387)
Files

Acquirer Fulfillment (T385), Issuer Notification (T386), and Chargeback

Documentation Notification (T387) Files
Upon customer request, the Mastercom™ system creates separate customer notification files in
Integrated Product Messages (IPM) format as a record of the actual work processed on the
client for that day: the Acquirer Fulfillment Report, the Issuer Notification Report, and the
Notification File Record.
Customers have the option to receive these reports as files through Mastercard® Global File
Transfer (GFT) endpoints using standard bulk types (T385, T386, and T387).
For all files, there is a bulk ID that identifies the type of data within the file used for file
unload. However, different bulk IDs within the actual data reflect the type of records
contained within.

Acquirer Fulfillment File (T385)

The Mastercom™ server creates this file. It contains a record of each retrieval request
fulfillment processed since the last time the file was generated and includes the received
Image Review decisions.

Bulk ID Block Size Type Description

T385 Variable Production Acquirer Fulfillment File
T388 Variable Test Acquirer Fulfillment File

Acquirer Fulfillment File—IPM Format Bulk File Type: T385

No. Data Element Name Org Sys Dst Comments

Message Type Identifier M M Constant—1644
(MTI)
Bit Map, Primary M X M ISO message format control
data
DE 1 Bit Map, Secondary M X M ISO message format control
data
DE 2 Primary Account Number M M Cardholder account number
(PAN) from the First Presentment/
1240
DE 12 Date and Time Local O C
Transaction

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 Notification Files
Acquirer Fulfillment File (T385)

No. Data Element Name Org Sys Dst Comments

DE 22 Point of Service Data Code C C
DE 24 Function Code M M Constant—603 (retrieval
request)
DE 25 Message Reason Code M M Retrieval Request Reason
Code
DE 30 Amounts, Original M M First presentment amount
s1, s2
DE 31 Acquirer Reference Data M M From the First Presentment/
1240
DE 37 Retrieval Reference Number C C If available
DE 48 Additional Data M X M ISO envelope for PDSs
P0148 Currency Exponents C C
P0149 Currency Codes, Amounts, C C
Original
P0228 Retrieval Document Code M M Doc Type Requested: 1, 2, or
4
P0243 Mastercom Retrieval X C s1–s3 for an acquirer
Response Data fulfillment
s1–s8 for an image review
decision

P0246 Mastercom Sender Memo O C Acquirer memo

P0248 Mastercom Image Review O C
Memo
P0249 Mastercom Record ID O C Mastercom ID number at the
server
P0250 Mastercom Endpoints O C Sender and receiver
endpoints s1, s2
P0251 Mastercom Fulfillment O C Doc Type Sent: 2 or 4
Document Code
DE 71 Message Number M X M Message Sequence Number
DE 93 Transaction Destination M M Acquirer Member ID
Institution ID Code

1
NOTE: The P0250 field will remain active in the system.

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 Notification Files
Issuer Notification File (T386)

No. Data Element Name Org Sys Dst Comments

DE 94 Transaction Originator M M Issuer Member ID
Institution ID Code

Issuer Notification File (T386)

The Mastercom™ server creates this file. It contains a record of each processed fulfillment
(accepted or rejected) and the received Image Review decisions.

Bulk ID Block Size Type Description

T386 Variable Production Issuer Notification File
T389 Variable Test Issuer Notification File

Issuer Notification File—IPM Format Bulk File Type: T386

No. Data Element Name Org Sys Dst Comments

Message Type Identifier M M Constant—1644
(MTI)
Bit Map, Primary M X M ISO message format control data
DE 1 Bit Map, Secondary M X M ISO message format control data
DE 2 Primary Account Number M M Cardholder account number
(PAN) from the First Presentment/1240
DE 12 Date and Time Local O C
Transaction
DE 22 Point of Service Data Code C C
DE 24 Function Code M M Constant—603 (retrieval
request)
DE 25 Message Reason Code M M Retrieval Request Reason Code
DE 30 Amounts, Original M M First presentment amount s1, s2
DE 31 Acquirer Reference Data M M From the First Presentment/1240
DE 37 Retrieval Reference Number C C If available
DE 48 Additional Data M X M ISO envelope for PDSs
P0001 PayPass Mapping Service X C
Account Number

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 Notification Files
Issuer Notification File (T386)

No. Data Element Name Org Sys Dst Comments

P0148 Currency Exponents C C
P0149 Currency Codes, Amounts, C C
Original
P0228 Retrieval Document Code M M Doc Type Requested: 1, 2, or 4
P0243 Mastercom Retrieval X C 1–s5 for an accepted fulfillment
Response Data s1–s6 for a rejected fulfillment
s1–s8 for an image review
decision

P0246 Mastercom Sender Memo O C Acquirer memo

P0247 Mastercom Receiver Memo O O Issuer memo
P0248 Mastercom Image Review O C
Memo
P0249 Mastercom Record ID O C Mastercom ID number at the
server
P0250 Mastercom Endpoints O C Sender and receiver endpoints
s1, s2
P0251 Mastercom Fulfillment O C Doc Type Sent: 2 or 4
Document Code
DE 71 Message Number M X M Message Sequence Number
DE 93 Transaction Destination M M Acquirer Member ID
Institution ID Code
DE 94 Transaction Originator M M Issuer Member ID
Institution ID Code
DE 95 Card Issuer Reference Data M M Issuer Control Number/PC

2
NOTE: The P0250 field will no longer be maintained after April 2017, but will remain active in
the system.

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 Notification Files
Notification File Record (T387)

Notification File Record (T387)

The daily file contains all CSD records, both sent and received, that the client system processed
since the last time the file was created. Customers have the option to receive the files through
Global File Transfer (GFT) endpoints using a standard bulk type (T387).

Bulk ID Block Size Type Description

T387 Variable Production CSD Notification File
T390 Variable Test CSD Notification File

CSD Notification File—IPM Format Bulk File Type: T387

No. Data Element Name Org Sys Dst Comments

Message Type Identifier M M Constant—1442 or 1240
(MTI)
Bit Map, Primary M X M ISO message format control
data
DE 1 Bit Map, Secondary M X M ISO message format control
data
DE 2 Primary Account Number M M Cardholder account number
(PAN) from the First Presentment/
1240
DE 4 Amount, Transaction M M Amount in the First
DE 12 Date and Time Local O C
Transaction
DE 22 Point of Service Data Code C C
DE 24 Function Code M M 1442 = 450, 451, 453,
4541240 = 205, 282
DE 25 Message Reason Code M M
DE 30 Amounts, Original M M First presentment amount s1,
s2
DE 31 Acquirer Reference Data M M From the First Presentment/
1240
DE 37 Retrieval Reference Number C C If available
DE 48 Additional Data M X M ISO envelope for PDSs

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 Notification Files
Notification File Record (T387)

No. Data Element Name Org Sys Dst Comments

P0001 PayPass Mapping Service X C
Account Number
P0148 Currency Exponents C C
P0149 Currency Codes, Amounts, C C
Original
P0228 Retrieval Document Code M M Doc Type Requested: 1, 2, or
4
P0243 Mastercom Retrieval X C 1–s5 for an accepted
Response Data fulfillment
s1–s6 for a rejected
fulfillment
s1–s8 for an image review
decision

P0244 Mastercom Chargeback X C

Support Dates
P0245 Mastercom Sender Process X C Dates documentation was
Date supplied for Arbitration
Chargeback
P0246 Mastercom Sender Memo O C Acquirer memo
P0247 Mastercom Receiver Memo O O Issuer memo
P0249 Mastercom Record ID O C Mastercom ID number at the
server
P0250 Mastercom Endpoints O C Sender and receiver endpoints
s1, s2
DE 93 Transaction Destination M M Acquirer Member ID
Institution ID Code
DE 94 Transaction Originator M M Issuer Member ID
Institution ID Code
DE 95 Card Issuer Reference Data M M Issuer Control Number/PC

3
NOTE: The P0250 field will no longer be maintained after April 2017, but will remain active in
the system.

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 Violation Code List

Appendix D Violation Code List

This section contains the Violation Code List for API Compliance Case Filing.

Violation Code List......................................................................................................................200

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 Violation Code List
Violation Code List

Violation Code List

Covered here is the Violation Code List for API Compliance Case Filing.

Description Mastercard Manual

Acquirer Responsibilities/Rebill GCMS Reference Manual
Issuer responsibilities GCMS Reference Manual
Return/Resubmit 1740 Message-Invalid 3rd GCMS Reference Manual
submission
Unjust enrichment Chargeback Guide
Duplicate first chargeback on same transaction Chargeback Guide
Progressive Handling Fee Chargeback Guide
Inaccurate Clearing Data Chargeback Guide
Improper UCAF Data Chargeback Guide
Improper Identification of a Merchant Chargeback Guide
Improper Chargeback Data Chargeback Guide
Filing a Counterfeit Goods Dispute Chargeback Guide
Missing, Invalid, or Inaccurate Authorization Data Chargeback Guide
MoneySend Rules Violation Chargeback Guide
Failure to Compare Signature Chargeback Guide
Guaranteed Reservations Chargeback Guide
Advanced Resort Deposit Chargeback Guide
Merchant Monitoring Mastercard Rules Manual
Honor All Mastercard cards Mastercard Rules Manual
Charges to Cardholder Mastercard Rules Manual
Minimum/ Maximum Transaction Amount Mastercard Rules Manual
Prohibited
Existing Mastercard Cardholder Obligations Mastercard Rules Manual
Valid Transactions Mastercard Rules Manual
Unique Transaction Transaction Processing Rules
Unsigned Cards Transaction Processing Rules
Obtaining an Authorization Transaction Processing Rules
Auth for Lodging, Cruise Line, & Vehicle Rental Transaction Processing Rules

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 Violation Code List
Violation Code List

Description Mastercard Manual

Auth when Adding a Gratuity Transaction Processing Rules
Merchant & Cash Disbursement Acceptance Transaction Processing Rules
Procedures
Multiple Transactions and Partial Payment Transaction Processing Rules
Return Products & Canceled Services Transaction Processing Rules
Card Acceptance Procedures Transaction Processing Rules
Providing a Transaction Receipt Transaction Processing Rules
Cardholder-Activated Terminal Procedures Transaction Processing Rules
Charges for Loss, Theft, or Damage Transaction Processing Rules
Report Transaction to SAFE SAFE Products Users Guide
Counterfeit Security Rules & Procedures
1st Presentment –Currency Conversion GCMS Reference Manual
Acquirer’s Obligation to Provide a TID MasterCom Hosted Guide
Acquirer’s Obligation to Provide a TID MasterCom Pro User Guide
Enter section number of the rule violated Other* (Specify)

*Other—as a violation choice may be used only when the named violation is not provided
elsewhere on this list.

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 Mastercom User Help

Appendix E Mastercom User Help

Contained here are the User Help topics.

Accept Confirmation...................................................................................................................203
Billing Details.............................................................................................................................. 203
Chargeback Documents Research............................................................................................... 203
Chargeback Receiver Unworked and Worked Views....................................................................203
Chargeback Sender Unworked....................................................................................................204
Chargeback Summary Research.................................................................................................. 205
Commit Confirmation.................................................................................................................206
Create Case Confirmation Window.............................................................................................206
Create Case Window.................................................................................................................. 206
Debit Chargeback Receiver Unworked and Worked Views.......................................................... 206
Debit Chargeback Sender Unworked.......................................................................................... 207
Escalate Confirmation Window................................................................................................... 207
Flag Options............................................................................................................................... 207
Reject Confirmation.................................................................................................................... 207
Retrieval Request Acquirer Unworked......................................................................................... 207
Retrieval Request Issuer Unworked..............................................................................................208
Undo Confirmation.....................................................................................................................209
Update Status Confirmation........................................................................................................209

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 Mastercom User Help
Accept Confirmation

Accept Confirmation
The case will be accepted. No further action can be taken after confirming.

Billing Details
Billing details includes fees charged for filing a case and the disputed amount. These fees are
listed on the Billing Details tab in Case Details.

Chargeback Documents Research

Customers can research document information on chargeback numbers from any view by
selecting the Chargeback Document icon. This allows you to research all documents that have
been submitted through Mastercom™ for all Chargeback cycles.
A training video is also available to help you with this process. Refer to MasterCom Pro
Chargeback Reference Number Summary and Document Research.
After selecting the Chargeback Documents icon , a chargeback number MUST be entered.
(The ICA number is optional.) The information retrieved may be printed or exported.

Chargeback Receiver Unworked and Worked Views

Open the Receiver Unworked and Worked views to review the transaction information.
A training video is also available to help you understand this process. Refer to MasterCom
Chargeback Receiver Processing.
Follow this procedure when in the Unworked view:

Procedure
1. Open the Receiver Unworked View.
2. Review the transaction and code submitted by the Sender.
3. To make an update to the transaction, but keep it in the unworked view, click in the flag

column to choose a flag. These flags are for your use only—they do not affect
Mastercom™ processing.

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Chargeback Sender Unworked

4. To move the transaction to the Worked View, select the transaction to be moved, and
select Update Status from the menu under Apply Action. That transaction will be moved.
(This action will not affect Mastercom processing.)

NOTE: The Receiver application may be accessed at any time. The Mastercom server is
refreshed daily after the last Global Clearing Management System (GCMS) processing cycle is
completed.

Follow this procedure when in the Worked view:

Procedure
1. Open the Receiver Worked view.
2. Research requests through the advanced filter function to pull archived information from
the Mastercom database.
3. Update the status of a transaction to return it to the Unworked view if required (this
action will not affect Mastercom processing).

Chargeback Sender Unworked

The Sender Unworked view provides a list of the transactions pending chargeback
documentation. The view shows new transactions received on the current day as well as
transactions previously received that still need to be worked.
A training video is also available to help you comprehend this process. Refer to MasterCom
Pro Chargeback Sender Processing.
To determine which transactions are new in the Sender Unworked view, click the report icon
.

Procedure
1. Click Chargeback Signature on the Report Category menu.
2. In the Mastercard Reports, new transactions will appear in the Chargeback Sender
Unworked Items report. Select the format for the report—PDF or Excel.
3. Click the report name to run the report.

NOTE: You should also run the Chargeback Sender Rejected Items report to see if any
chargebacks sent through GCMS were rejected.
4. When the browser window opens, choose Open or Save.
5. Close the reports window to return to the data grid and begin working transactions.
6. To view transactions with alerts, move the mouse pointer over the alert icon.
Advisory notifications will be listed in the order of importance and provide additional
information about the transaction. There may also be audit warnings based on your User
Preferences settings. Processing errors will alert you to any action required to process a
transaction.

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Chargeback Summary Research

7. Click a transaction to begin working. The document library at the right will open to show
documents available to attach to the transaction.
8. Sort the documents in descending or ascending order. The default is descending.
9. To see a document name, move the mouse pointer over the image.

NOTE: There are many options for viewing documents in the document library. For more
information about these options, see the Document Library section.
10. Click the document name to attach to the transaction. The document will turn blue to
show that it has been attached and all other documents will be returned to the document
library.
11. The attached document (and number of documents if more than one) will be noted in the
Document Indicator column .
12. Upload documents into the document library by clicking the import icon.
13. You can add a memo of up to 100 characters to any document in the memo field.
14. After you have verified that all of the information for every transaction is correct, you are
ready to commit. From the Apply Action menu, click Commit.

NOTE: You will receive a confirmation message asking if you want to continue or cancel.
Click Commit to continue. As the system works, you can monitor the progress bar at the
bottom of the window, and you can continue to work during the Commit process.

Committed transactions are removed from the Sender Unworked view, and you are now ready
to begin the Sender Worked view.

Chargeback Summary Research

Customers can access the Chargeback Summary icon to research summary information on
Chargeback numbers from any view. This allows you to review all of the data for the First
Chargeback (1442), Second Presentment (1240), and Arbitration Chargeback (1442)
Messages associated with a Chargeback reference number.
A training video is also available to help you with this process. Refer to MasterCom Pro
Chargeback Reference Number Summary and Document Research.
After selecting the Chargeback Summary icon , a chargeback number MUST be entered, the
ICA number is optional). The information retrieved may be printed or exported.

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Commit Confirmation

Commit Confirmation
After matching documents to transactions, the user selects Continue Commit and will see
the following confirmation.

Create Case Confirmation Window

Addressed in a future document distribution.

Create Case Window

Addressed in a future document distribution.

Debit Chargeback Receiver Unworked and Worked Views

The Debit Chargeback Receiver Unworked and Worked views provide a list of the transactions
with Chargeback and representment documentation.
A training video is also available to help you comprehend this process. Refer to MasterCom
Pro Debit Chargeback Receiver Processing.
Debit Chargeback Receiver Unworked
When customers send representment support documentation initiated in Single Message
Transaction Manager, the documentation is immediately available to Receivers. If
documentation is not provided within 10 calendar days of the date in Single Message
Transaction Manager, the Single Message System automatically reverses the financial position
of the representment. The Single Message System will issue a credit to the issuer and a debit
to the acquirer.

Debit Chargeback Receiver Worked

In the Debit Chargeback Receiver Worked view, you should print a new report before
performing any procedures.
If items are missing, check the Unworked view. Records are returned to the Unworked view
whenever an error is encountered during processing (for example, the attachments did not
pass virus scans). If the missing record cannot be located in the Unworked view, contact
Customer Operations Services.

NOTE: The Debit Receiver application may be accessed at any time. The Mastercom Server is
refreshed daily after the last Global Clearing Management System (GCMS) processing cycle is
completed.

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Debit Chargeback Sender Unworked

Debit Chargeback Sender Unworked

The Debit Chargeback Sender Unworked view provides a list of debit representments
submitted using Single Message Transaction Manager where support documents are waiting
to be attached. Records submitted in Single Message Transaction Manager will be available for
download to Mastercom™ Pro within 24 hours after submission.
A training video is also available to help you comprehend this process. Refer to MasterCom
Pro Debit Chargeback Sender Processing.

Escalate Confirmation Window

Addressed in a future document distribution.

Flag Options
The flag options are available for your use only—they do not affect Mastercom™ processing.
These are the flag options you will see in the indicator column. Click on any flag to add a note
regarding the transaction.

Reject Confirmation
The case will be rejected. Further action can be taken until the receiver accepts, or the sender
withdraws, or the mediator makes a ruling.

Retrieval Request Acquirer Unworked

A training video is available to help you comprehend this process.
Refer to MasterCom Pro Retrieval Request Acquirer Processing.

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Retrieval Request Issuer Unworked

Retrieval Request Issuer Unworked

The Retrieval Request Issuer Unworked view can be accessed at any time.
To produce the Retrieval Issuer Unworked Items report, click the report icon .

Procedure
1. Click Retrievals in the reports category.
2. In the Mastercard Reports, new transactions will appear in the Retrieval Issuer Unworked
Items report. Select the format for the report—PDF or Excel.
3. Click the report name to run the report.
4. When the browser window opens, choose Open or Save.
5. Close the reports window to return to the data grid and begin working transactions.
6. To view transactions with alerts, move the mouse pointer over the alert icon.
Advisory notifications will be listed in the order of importance and provide additional
information about the transaction. There may also be audit warnings based on your User
Preferences settings. Processing errors will alert you to any action required to process a
transaction.
7. Sort the documents in descending order by the Acquirer Response Code (ARC).
8. Click the header to sort the codes.
9. Click a transaction to begin working.

NOTE: It is recommended to work through A, B, and C requests first as these must be

completed before responding. Before rejecting any requests, make sure the information
provided to the Acquirer was correct. Hover over any ARC for a definition of each code.
10. If the correct information was provided to the Acquirer on transactions with codes A, B, or
C, reject the transaction and provide proof by fax to the DRM department.
11. If incorrect information was provided to the Acquirer, and the Acquirer submitted the
transaction with codes A, B, or C, accept the transaction. (A green circle with a check
mark will appear by the transaction. ) You will then have an opportunity to submit
another retrieval request with the correct transaction information.
12. After completing all invalid codes, continue to the fulfilled codes to determine if the
documents are legible and correct.
13. Click a transaction, and then click the document tab to verify that the document returned
is legible and matches the information requested.
14. If the document is incorrect and should be rejected, click the transaction details tab to
select the correct IRC code, which is 2–Documentation Not As Requested.
15. You may enter a memo of up to 100 characters in the memo field, but it is not required.
16. Select Reject from the Apply Action menu to complete the transaction. (A red circle with
an X will appear by the transaction. )
17. Click the next transaction to continue.

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Undo Confirmation

18. After reviewing all transactions to reject with an ARC of D, select Accept All D & E from
the Apply Action menu. This action will not affect codes A, B, or C.
19. You are now ready to commit all worked transactions. Select Commit Worked from the
Apply Action menu.

WARNING: Once transactions are committed, they cannot be undone.

NOTE: You will receive a confirmation message asking if you want to continue or cancel.
Click Commit to continue or Cancel to return to make changes. As the system works, you
can monitor the progress bar at the bottom of the window, and you can continue to work
during the Commit process.

Committed transactions are removed from the unworked view and sent to the worked view.

Undo Confirmation
If, after matching documents to transactions, the user determines that some do not belong,
select Undo.

Update Status Confirmation

Select a record and it moves from Worked to Unworked view or vice-versa. This does not
affect Mastercom™ processing.

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Appendix F Mastercom Claims Manager Tutorial Walk-

Through
This chapter contains information about issuer and acquirer operations, dashboards and filters, and
detailed queue flows for the Mastercom Claims Managers.

Claims Manager Introduction......................................................................................................211

Claims Manager Operations (Issuer)............................................................................................ 212
Claims Manager Operations (Acquirer)........................................................................................225
Dashboards and Filters................................................................................................................ 226
Detailed Queue Flows................................................................................................................. 230

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Claims Manager Introduction

Claims Manager Introduction

This section contains information about logging in to Mastercom™ Claims Manager.

Access Claims Manager

1. Sign in to Mastercard connect using the following url: https://dtl.Mastercardconnect.com/
stage-perf-aem/public/en-us/public/signin.html
2. Fill in your credentials (User Id and Password) then click the sign in button.
Figure1 – Mastercard Connect Login screen

3. Once authenticated, you will be taken to the Mastercard Connect home page.

Opening Mastercom Application

On this page, if you have any applications set as a favorite, then you will see it in the favorites
tiles as shown in the following image.
Figure 2 - MC – Connect Home Page

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Claims Manager Operations (Issuer)

1. Click the Open button present on the Mastercom tile. This opens the Mastercom
application in a new tab.
2. Based on your provisioning model and the presets in manager view section, you will be
presented with existing views of the Mastercom application. As shown in the following
image, the views Sender Unworked, Sender worked, Acquirer Unworked and Acquirer
worked are already being shown.

Claims Manager Operations (Issuer)

This section contains information on operations available in Claims Manager for issuers.

Opening Claims Manager

Click on the Claims Manager tab on the top left corner of the screen below the Mastercard
logo. You can see the Manage view, Apply action and reports tabs below the Claims manager
at the left side. On the right, you have help, user preferences and expedited dispute forms
icons respectively.
Claims manager home page

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NOTE: You will get a blank screen since there are no default views or favorites set.

Making a Transaction Summary Search

1. Click on Apply Action tab, then select Transaction Summary Search option from the drop
down.
2. A dialog box will appear. Fill in the Account Number and the Date Range (restricted to 30
days).
3. You can refine your search by adding Acquirer Reference Number (ARN), Transaction
Amount Range or the Currency Code in which the actual transaction took place.
4. Click on the Submit button to get the results.
Figure 4 – Transaction Summary Search

5. You will get a list of transactions meeting the search criteria.

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6. The search status could be auth and clearing found, auth found, or clearing found based
on the information retrieved for a particular transaction.
Figure 5 – Transaction summary search dialog

Figure 6 - Transaction search results

NOTE: You get an option of masking/unmasking the pan in the user preferences tab.

Creating a claim
1. Click on any transaction that you wish to raise a claim for. A limited amount of
authorization and clearing data will be displayed below the search results.
Figure 7 - Selected claim screen

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2. After clicking on a transaction record, click on the Apply action tab and then select create
claim option. If a claim has already been created for the selected transaction, you will see
a dialog box with a warning “A claim already exists for this transaction”.
3. If no claim has been ever created for the selected transaction, then a dialog box will
appear with a confirmation message “Do you want to proceed with claim creation?” For
creating a claim click on submit button of this dialog.

Claim Tab
Once a claim is created you will be redirected to the new claims tab indicating a claim Id. For a
new claim you will see blanks in dispute events section. You can create multiple dispute events
like Retrieval request, Chargebacks and Representments, SAFE report. Fee Collection or Case
Filing. In the bottom section you can see limited amount of authorization and clearing
summary details. If you wish to view complete authorization and clearing details for the
transaction you have to click on “View original transaction details” link just above the
summary section.
Figure 8 – Claim Manager home screen

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To view complete authorization and clearing details for the transaction you have to click on
“View original transaction details” link just above the summary section. This will open the
complete transaction details in a new tab. When you hover on the tab name you can see the
claim number associated with it in a bubble pop-up below the tab.

NOTE: The complete original transaction details will only be available when a claim id is
created or the given transaction.

Figure 9 - Original transaction tab

On the left there will be authorization details and the clearing details are on the right. You
may find a drop down symbol for the data elements containing sub elements, clicking on

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these displays the sub element details on the list. If there is no authorization or clearing details
found, then you may see a message “No Authorization found” or “No Clearing found”.

Create SAFE report

1. Click on apply action tab and select create SAFE report option form the drop down menu.
2. A dialog box will appear with options to choose fraud type code, sub fraud type code,
chargeback indicator, account status, account device type, cardholder report date and card
validation code.
3. After selecting the proper options for every inputs click on the submit button.
Figure 10 - SAFE report creation

The created SAFE report can now be viewed under SAFE report section of the Dispute events
block on the claims tab.

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Generating a Retrieval request

1. Click on Apply action tab while being on claim screen and then select “create retrieval
request” option from the drop down.
2. A dialog box will appear with options to choose retrieval request reason code and
document required.
3. You need to select appropriate reason code and the document required and click on
submit button
Figure 11 - Retrieval request dialog box

4. On successful creation of the request you will see the request being shown in the retrieval
request section of the Dispute events block on the claim screen
Figure 12 - Claims screen with retrieval request

5. When the request is responded after being processed on the GCMS by the acquirer side,
the updates will be shown in the retrieval request section on the claims screen.

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6. To view complete details of the update you can click on the view details link next to the
request record. This will open up a new tab with all the details of the request and below it
will be the documents provided.
7. This documents can be downloaded in a .zip or a .pdf format as per the requirements.
Figure 13 - Retrieval request update details

Creating a Chargeback
1. Click on Apply action tab while on claim screen and then select “create chargeback”
option from the drop down.
Figure 14 – Create chargeback

2. A dialog box will appear with options to choose retrieval chargeback reason code,
document indicator, member message text, chargeback amount and a check box to mark
partial chargeback.

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3. You need to select appropriate options. Chargeback can be submitted with or without
supporting documents.
4. If you select document indicator as “1 – supporting documents will follow”, then you will
get additional fields on the dialog box to upload the document and add a memo to it.
5. The document can be dragged and dropped to the upload document section or can be
browsed by clicking on choose files button on the dialog box.
6. Once you click on the submit button the chargeback is initiated, and will be able to be
processed through GCMS.
7. You can see the created chargeback on the claims screen under the chargebacks and
representments section.
8. When the chargeback is processed on the GCMS by the acquirer side, the updates will be
shown in the chargebacks and representments section on the claims screen.
9. To view complete details of the update you can click on the view details link next to the
chargeback record. This will open up a new tab with all the details of the updates and
below it will be the documents provided.
10. This documents can be downloaded in a .zip or a .pdf format as per the requirements.

NOTE: You can submit as many documents required for the transaction but not exceeding the
size by 15 MB.

NOTE: In the event of a missing merchant refund, issuers may create a new first chargeback
on a claim under these circumstances as an exception process. Refer to Create First
Chargeback for more information.

Flexible Currency Options While Filing A Chargeback

Customers can submit chargeback in desired currencies. Mastercom provides multiple
currency code options on UI while submitting a chargeback. Mastercom follows GCMS
guidelines to submit a Chargeback to clearing system in the correct currency and amount.
Users Submitting First Cycle Chargeback
• For transactions qualifying for intra-currency settlement agreement , issuer users have
options to select multiple currencies (DE49/DE50/DE51 of original transaction 1240-200).
Issuers may process a Chargeback for the same or lesser amount of the original
presentment received from the acquirer. For Example, an original transaction (1240-200)
occurred with
– DE 49 = 985 PLN (Poland Zloty)
– DE 50 = 826 GBP (Pound Sterling)
– DE 51 = 985 PLN (Poland Zloty)
Issuer and acquirer take part in intra-currency settlement agreement (PDS 159 SF3 equal to
3) and settlement currency is 826 (GBP). Following shows an example of currency options
during chargeback creation in case issuer and acquirer do not take part in intra-currency
settlement agreement.
Figure 15 - Enter chargeback details, DE 49 (PLN)

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NOTE:
– Default Currency selected in wizard is DE 49 (PLN).
– Mastercom follows GCMS rules while submitting a chargeback to clearing system.

• For transactions not qualifying for intra-currency settlement agreement, issuer users have
options to select multiple currencies (DE49/DE50/DE51 of original transaction 1240-200
and USD. Issuers may process a Chargeback for the same or lesser amount of the original
presentment received from the acquirer. For example, an original transaction (1240-200)
occurred with
– DE 49 = 818 EGP (Egyptian Pound)
– DE 50 = 840 USD (US Dollar)
– DE 51 = 532 ANG (Netherlands Antillian Guilder)
Issuer and acquirer do not take part in intra-currency settlement agreement (PDS 159 SF3
not equal to 3). Following shows an example of currency options during Chargeback
creation in case issuer and acquirer do not take part in intra-currency settlement
agreement.
Figure 16 - Enter chargeback details, DE 49 (EGP)

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NOTE:
– Default Currency selected in wizard is DE 49 (EGP).
– Mastercom follows GCMS rules while submitting a chargeback to clearing system.

• For intra-European transactions only, issuers may process a chargeback for the same or
lesser amount of the original presentment received from the acquirer either
– In the original presentment reconciliation currency, as specified in DE 5 (Amount,
Reconciliation) of the First Presentment/1240 message.
– In the amount debited in the issuer’s payment currency used for settlement of the
original presentment, as specified in DE 6 (Amount, Cardholder Billing) of the First
Presentment/1240 message.
For example, if the transaction is in EUR and the cardholder’s currency is GBP, the
Chargeback amount may be in either EUR or GBP.
Users Submitting Re-Presentments
Acquirer users are not given any option to choose currency codes while filing a re-
presentment. Acquirer users are only be able to submit re-presentments in the same currency
and amount in which chargeback was received.
For intra-European transactions only, an acquirer may process a second presentment for the
same or lesser amount of the chargeback received from the issuer either:
• In the currency of the Chargeback, as specified in DE 4 (Amount Transaction) of the First
Chargeback/1442 message.
• In the acquirer payment currency used for reconciliation of the chargeback, as specified in
DE 5 (Amount, Reconciliation) of the First Chargeback/1442 message.
Users Submitting Arbitration Chargeback

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Issuer users are not given any option to choose currency codes while filing an arbitration
chargeback. Issuer users are only able to submit arbitration in the same currency in which first
Chargeback was submitted.

NOTE: If user selects any currency which is not as according to GCMS Guidelines, Mastercom
system presents valid warning messages while filing a Chargeback.

Creating a Fee Collection

1. Click on Apply action tab while being on claim screen and then select “create collection
message” option from the drop down.
2. A dialog box will appear with options to choose Destination Member (ICA number),
Reason Code, Message Text, option to credit sender/receiver, account number, event date
and country.
3. The fee collection amount must be greater than zero.
Figure 17 - Fee collection

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On successful creation you can see this collection message in the fee collection section of the
claim screen.

Managing Views
You can open any view of your need by clicking on the “manage views” tab on the Claims
Manager screen. This opens a drop down list of available views, from which you can select
any view of your interest.
Figure 18 – Managing view

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Claims Manager Operations (Acquirer)

Claims Manager Operations (Acquirer)

This section contains information on operations available in Claims Manager for acquirers.

Creating a Retrieval Request Response

1. After opening a retrieval request dispute event for any claim, click on Apply action tab.
And then select create retrieval request response from the drop down.
2. A dialog box will appear, in which you have to provide acquirer response code, memo for
the document and attach a supporting document.
3. The document can either be dragged and dropped in the provided place, or you can
browse it on your computer by clicking on choose file button.
Figure 18 - Retrieval request response

4. Click the Submit button to create a response for the request. After successful submission,
the updates would be shown in the retrieval request section on the claim screen.

Creating a Representment
1. After opening a chargeback dispute event for any claim, click on Apply action tab then
select create representment from the drop down.
2. A dialog box will appear with options to choose reason code, document indicator,
member message text, amount, and a checkbox to mark partial representment.
3. Representment can be submitted with or without supporting documents with respect to
the reason code selected.
4. If you select document indicator as “1 – supporting documents will follow”, then you will
get additional fields on the dialog box to upload the document and add a memo to it.
5. The document can be dragged and dropped to the upload document section or can be
browsed by clicking on choose files button on the dialog box.

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Dashboards and Filters

6. You can submit as many documents required for the transaction but not exceeding the
size by 15 MB.
7. Finally click the Submit button on the dialog box to update the representment in the
chargeback and representment section of the claim screen.
Figure 19 – Create representment

Dashboards and Filters

The Dashboards/Filters tab allows you to create and customize dashboards and create filters
for transactions.
The Dashboards/Filters tab allows you to create and customize dashboards and create filters
for transactions. You can use these filters to generate custom views. A view or filter can be
added as a favorite and then accessed directly by clicking the Favorites tab, alternatively it can
be added to the dashboard to facilitate the work environment. You can create a filter, use
predefined Mastercard filters, or use your custom filters. Similarly you can create dashboards,
use predefined Mastercard dashboards, or use custom dashboards.

Creating a Filter
1. Click on Dashboards/Filters tab and then select the New Filter option.
2. Define your filtering criteria in the newly opened screen.
3. You can directly run the filter or save it for future use.
Figure 20a – Create New Filter

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Figure 20b – Add Filter Criteria

4. Once you run the filter you will get the filtered data records that you can export to your
system as a .csv file. Click on the export button at the top right side above the records
table to export the fitered data records.
5. You can delete the filter by clicking on the delete icon (red x sign) on the top right end.
6. You can mark it as a favorite by clicking on the star icon. Then the filter can be directly
accessed from the Favorites tab.
7. To save a filter click on the save icon on create new filter screen.
8. A dialog box will appear where you can name your filter and then click on submit button
to save the filter.
Figure 21 – Filter Results

Creating a Dashboard
1. Click on Dashboards/Filters tab and then select the New Dashboard option.

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2. This will open a dialog box to select dashboard layout gallery. Select a layout and click
Submit.
Figure 22 - Dashboard Layout Gallery dialog

3. On clicking the submit button a new screen named new dashboard will be opened, here
you can add widgets to your new dashboard by clicking on Choose Widget Link.
4. You will get a dialog box again to choose your widget from the options given.
Figure 23 – Widget selection dialog

5. Select a widget from the gallery and click Next.

6. You will be prompted with another dialog box for adding widget parameters like Title,
Filter Name, Dashboard Parameter and Transformation.
Figure 24 – Widget Parameters dialog

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7. Clicking submit will add the widget to the dashboard.

8. Save it by clicking on the save icon at the top right side of the screen.
9. After saving, a dialog box will appear where you can type a name for your dashboard and
select the minutes it will automatically be refreshed in.
10. This dashboard will now appear in the dashboard list in the Dashboard/Filter menu option.

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 Mastercom Claims Manager Tutorial Walk-Through
Detailed Queue Flows

Detailed Queue Flows

Claim Creation/Retrieval Actions

Chargeback Actions

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 Mastercom Claims Manager Tutorial Walk-Through
Detailed Queue Flows

Chargeback / Case Filing Actions

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 Notices

Notices
Following are policies pertaining to proprietary rights, trademarks, translations, and details
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Incorporated, one or more of its affiliated entities (collectively “Mastercard”), or both.
This material may not be duplicated, published, or disclosed, in whole or in part, without the prior written
permission of Mastercard.

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trademarks in the United States. Please consult with the Global Customer Service team or the Mastercard
Law Department for the registration status of particular product, program, or service names outside the
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All third-party product and service names are trademarks or registered trademarks of their respective
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Information Available Online

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language use, and contact information—on the Publications Support page available on Mastercard
Connect™. Go to Publications Support for centralized information.

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