Taking Timely Action to Work Your Cases

In general, we recommend working all cases immediately upon arrival. If you cannot immediately respond to a case, the Reply By field enables you to keep track of the case’s due date. We strongly recommend that you respond before the Reply By date to ensure that the response has time to make its way back to the network.

When a case is within five (5) days of the Reply By date, a red exclamation point () appears next to the Case ID number and the Reply By field in the Summary panel. This icon is a warning to take action before the chargeback expires.

Failure to Reply by Due Date

If a case arrives in your Merchant Queue and you do not respond by the due date, iQ displays a notification that your time frame to dispute the case has elapsed.

Responding to Retrieval Requests - If the case you are working is a retrieval request, you have twenty-five (25) days to submit appropriate documentation to support this case. If the due date expires and you have not submitted this documentation, the retrieval request almost always becomes a chargeback. In addition, the Case Detail screen displays the following notification:

No dispute rights are available for this chargeback because the original retrieval request was not fulfilled. If this transaction has been previously refunded in full, please contact chargebacks@vantiv.com for possible recourse.

Responding to Chargebacks - If the case you are working is a chargeback, you have twenty-five (25) days to respond if it is a Visa dispute, and 35 days to respond for all other payment types. If the due date expires and you have not replied, the Case Detail screen displays a notification that you can no longer dispute this case:

No dispute rights are available for this chargeback because the case has expired. If this transaction has been previously refunded in full, please contact chargebacks@vantiv.com for possible recourse.

Movement of Expired Cases

If a case expires before you respond to it, it remains in your Merchant Queue for five or eleven (11) days--depending on the reporting group configuration--unless you move the case to the Merchant Assumed Queue using the Merchant Accepts Liability activity.