Case Detail Associated Cases

The Associated Cases data panel provides a chronological list of chargeback cases associated with the current chargeback. For example:

  • A case that was escalated from a Retrieval Request to a first chargeback.

  • A Mastercard first chargeback has been escalated to an arbitration chargeback.

  • A chargeback reversal or duplicate chargeback issued by the bank.

The new incoming case is given a new unique Case ID, and the two cases are automatically associated for ease of review. Click a Case ID hyperlink for more information on the associated chargeback.

Note the following features:

  • If a representment or pre-arbitration was successful, a thumbs-up icon ( ) appears next to the Case ID on your first response to the chargeback. This indicates that the chargeback case was resolved in your favor.

  • A thumbs-down icon () indicates that the chargeback was won by the customer.

 

The table below describes each of the fields.

Case Detail Associated Cases

Case Detail Associated Cases Field Descriptions

Field

Description

Case ID

The unique ID number automatically assigned to each chargeback or retrieval request. Click the Case ID hyperlink for more information on the associated chargeback.

Cycle

The current phase in the chargeback life cycle.

Queue

The status assigned to the chargeback case.

Account

The credit card number that the customer used for this transaction.

Amount

The amount of the chargeback.

Open Date

The original date of this chargeback case.