Mapping Standard Claim ID to Case Filing Claim ID

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Mapping Standard Claim ID to Case Filing Claim ID

Description Map Standard Claim IDs to Case Filing Claim IDs
Version as of 7.4
Application Pega Disputes and Payments Exceptions
Capability/Industry Area Financial Services



Overview[edit]

This topic includes the design used to map two different Claim IDs(Standard Claim ID and Case Filing Claim ID) and the impact of processing Mastercard cases due to two different Claim IDs mapped to same case.

Before you begin[edit]

Issuer: The bank or financial institution that issues the credit or debit card to the account or cardholder.

Merchant: A seller of goods and/or services who accepts credit or debit cards in payment.

Acquirer: The financial institution that is the merchant’s representative in the transaction. The acquirer receives a financial transaction's electronic data from a merchant and places that data into an interchange system.

Dispute: A situation in which a customer questions the validity of one or more transactions on a credit or debit card account.

Chargeback: The dispute raised by Issuer on behalf of the cardholder to Mastercard association. Multiple chargebacks can be associated to a single Claim ID.

Claim ID: Unique identifier associated with the dispute raised by Issuer.

Standard Claim ID: Claim ID associated with the claim till the second presentment.

Case Filing Claim ID: Claim ID associated with the claim from the case filing stage.

Note: Refer to Processing Mastercard queues to understand the Mastercard batch queue processing.

Process/Steps to achieve objective[edit]

The Standard Claim ID is generated when the CreateClaim service is invoked to file a dispute with Mastercard for a transaction.

Standard Claim ID is a unique identifier for a particular transaction made by the cardholder. A chargeback can be initiated for the same transaction multiple times. However, only one chargeback is applicable at a time and is associated with the same Standard Claim ID that is created initially.

The Standard Claim ID is associated with the chargeback till the second presentment stage by the Acquirer.

The Case Filing Claim ID is associated with the chargeback once the dispute crosses the chargeback cycle and reaches the case filing stages such as Pre-Arbitration, Arbitration, Pre-Compliance, or Compliance.

Note: GetClaim service is used to retrieve the complete information of the dispute by passing the Claim ID as the request parameter.

Processing Smart Dispute cases[edit]

The cases in Smart Dispute system waiting for the opposite member response have the information of the Standard Claim ID from the batch queue record. To map the Standard Claim ID and Case Filing Claim ID, the Smart Dispute application performs the following:

  1. The batch queue records with Sender Case Filing and Receiver Case Filing queuenames have Case Filing Claim IDs. They are saved in the ‘claimid’ column of the table.
  2. In order to fetch the Standard Claim ID of the Case Filing Claim ID received the GetClaim service is used.
  3. The GetClaim service passes the Case Filing Claim ID as the request and the Standard Claim ID is received in the response.
  4. The MCOM_BQ_GetAdditionalDetails activity performs the above operations and saves Standard Claim ID in the StandardClaims column of the same batch queue record.

Separate Smart Dispute for Issuer and Acquirer agents responsible for processing the queue records fetch the cases based on the ClaimId. If the queuename is Received case filing or Sender case filing the separate agents look fetch the cases based on StandardClaims column.

Once the cases are identified and processed, the claim batch queue record is marked as processed by setting the isProcessed column value to Y.

Configurable rules[edit]

The following rules can be overridden during implementation:

Decision table

The MCOM_GetBQInvokeSvcDetails decision table in PegaCard-Sd-Dispute-MC- is used to configure the service that is invoked based on the queue type and the data transforms used to set the Request and Response information.

Results[edit]

The Case Filing Claim ID is mapped to Standard Claim ID successfully by following the above steps.