Responding to a Case

After you attach your support documents, you must respond to the case by moving it to the next queue. When working a case, these are the queues you will encounter:

• Merchant Queue - this queue contains cases that require your attention. While a case is in this queue, you can add, review, replace, and delete support documentation as needed. After you have completed researching a case and attached the relevant support documentation, move the case to either of the following queues.

• Merchant Assumed Queue - use this queue if you want to take responsibility for a case.

• Merchant Arbitrate - use this queue to request arbitration.

For information on the use of the web services API to upload support documents, see the Worldpay eComm Chargeback API Reference Guide. The Chargeback API allows automated retrieval and update of cases, and the Chargeback Documentation API allows the automated upload of support documentation.