MasterCom Manual PDF

Mastercom User Guide
28 July 2020
MCOHV2
Contents
Contents
Summary of Changes, 28 July 2020.............................................................. 10
Chapter 1: About Mastercom............................................................................12

Overview of Mastercom....................................................................................................13
Mastercom Enhancements.............................................................................................. 13
System Requirements....................................................................................................... 15
Chapter 2: Mastercom System.........................................................................18

Preparing for the Mastercom System........................................................................... 19
Accessing Mastercom from Mastercard Connect.......................................................19
Possible Role Combinations.............................................................................................20
Provision Users....................................................................................................................21
Billable ICA Number Exception...................................................................................24
Chapter 3: Mastercom Application ...............................................................26

Mastercom Application Overview...................................................................................32
Mastercom Collaboration............................................................................................32
Claims Manager.............................................................................................................35
Claims Manager—Transactions and Claims ...................................................... 35
View a Summary of a Transaction...................................................................35
Create a Claim..................................................................................................... 37
Find a Claim Using Views...................................................................................39
View a Claim......................................................................................................... 40
View Transaction Details................................................................................... 40
Descriptions of Views......................................................................................... 41
Export a List of Claims.......................................................................................42
Filters...........................................................................................................................43
Filters and Dashboards...................................................................................... 43
Find a Claim Using Filters............................................................................. 43
Create a Filter................................................................................................. 43
Filter Fields.......................................................................................................44
Delete a Filter.................................................................................................. 45
View a Dashboard............................................................................................... 45
Create a Dashboard.......................................................................................46
Edit a Dashboard............................................................................................46
Delete a Dashboard....................................................................................... 47
Add Filters, Dashboard, or View to the Favorites Menu........................ 47
Claims Manager—Dispute Events.........................................................................48
©2013–2020 Mastercard. Proprietary. All rights reserved.

Mastercom User Guide • 28 July 2020 2
Contents
Create a Retrieval Request................................................................................48

Process Fulfillment.............................................................................................. 48
Create a First Chargeback................................................................................ 49
Accept a Chargeback..........................................................................................50
Initiate Representment.......................................................................................51
Accept Representment....................................................................................... 51
Initiate Arbitration Chargeback....................................................................... 52
Accept Arbitration Chargeback........................................................................52
View Event Details of a Claim.......................................................................... 53
Discard or Reverse an Event..............................................................................53
Close a Claim........................................................................................................54
Resubmit Rejected Transactions...................................................................... 54
Commit Worked Items—Verified Records........................................................... 55
Dispute Resolution........................................................................................................ 55
Dual Message Views................................................................................................ 56
Single Message Views..............................................................................................56
Open Views................................................................................................................ 56
Mastercard Views.....................................................................................................57
Claims Manager Views.......................................................................................58
Dispute Resolution Views...................................................................................59
My Views................................................................................................................60
Manage Views...................................................................................................... 60
Alerts and Advisories .............................................................................................. 61
Data Retention Time Frames............................................................................62
Memo Field............................................................................................................63
Chargeback Documents Research...................................................................64
Chargeback Summary Research......................................................................64
Exporting Transactions.......................................................................................65
Printing Transactions, Attached Documentation, or Both.........................65
Transaction Life Cycle – Mastercom Pro Only.............................................. 66
Transaction Life Cycle Locations—Pro Licensed Users Only...................... 68
Sort Options.............................................................................................................. 69
Simple Sort............................................................................................................69
Multiple Sort in Dispute Resolution................................................................. 70
Moving Columns...................................................................................................71
Perform Undo Processing—Dispute Resolution................................................. 71
Commit Process........................................................................................................71
Retrieval Acquirer Processing.................................................................................71
Retrieval Acquirer Processing............................................................................71
Retrieval Process Flow........................................................................................71
Retrieval Request Acquirer Unworked.............................................................72
Acquirer Response Code Descriptions............................................................ 74
About IIAS Retrieval Processing—U.S. Region Only......................................75

Contents
IIAS Acquirer Response Codes..................................................................... 76

Match a Retrieval Request Record with an Image....................................... 76
Fulfill a Request Record with Invalid Code A, B, C, or E.............................. 77
Verify Your Work.................................................................................................. 78
Retrieval Request Acquirer Worked................................................................. 78
Review Image Review Decisions....................................................................... 78
Acquirer—Reducing Image Review Occurrences........................................... 79
Retrieval Issuer Processing..................................................................................... 80
Retrieval Issuer Processing................................................................................ 80
Retrieval Issuer Processing View...................................................................... 80
Retrieval Request Issuer Unworked............................................................ 81
Retrieval Request Issuer Worked.................................................................83
Accept and Reject Documents and Transactions with Invalid Codes...... 83
When Should the Issuer Reject an Image?................................................ 83
Image Review...................................................................................................84
What Should Be Done with Substitute Drafts?.......................................85
Responding to Codes F, G, H—U.S. Region Only.......................................85
About IIAS Retrieval Processing—U.S. Region Only.................................85
IIAS Acquirer Response Codes.................................................................86
When Should the Issuer Accept an Image?...............................................86
Accept Remaining Documents and Unfulfillable Requests, Codes
D and E..............................................................................................................87
Verify Your Work.................................................................................................. 87
Retrieval Request Issuer Worked......................................................................88
Retrieval Requests and Fulfillments.....................................................................88
Overview................................................................................................................ 88
Issuer’s Right to Request a Transaction Information Document.............. 89
Retrieval Request Fulfillment Statuses.......................................................... 89
Acquirer’s Obligation to Provide a Transaction Information
Document..............................................................................................................90
Mastercom Processing........................................................................................90
Acquirer’s Retrieval Request Response...................................................... 90
Time Frame for Fulfilling a Retrieval Request ......................................... 91
Fulfillment Types.............................................................................................91
Requirements for a Substitute Draft......................................................... 92
Substitute Draft for Card Not Present Transaction.......................... 92
Draft for Vehicle Rental Transaction..................................................... 93
Substitute Draft for Airline and Passenger Railway Transaction... 93
Substitute Draft for Lodging Transaction........................................... 94
Substitute Draft for Cardholder-Activated Terminal
Transaction..................................................................................................94
Substitute Draft for Parking Lot Transaction..................................... 94
Substitute Draft for Chip-Read Transaction.......................................95

Contents
Substitute Draft for Contactless Transit Transaction...................... 95

Retrieval Request Fulfillment Procedure........................................................ 95
Image Review Guidelines for Rejecting Fulfillments.................................... 96
Mastercom Image Review Reject Codes....................................................97
Guidelines for Rejecting for “P” (Primary Account Number
Missing/Illegible)............................................................................................. 97
Guidelines for Rejecting for “A” (Transaction Amount Missing/
Illegible)............................................................................................................. 97
Guidelines for Rejecting for “O” (Other—Missing Information on
Substitute Draft)............................................................................................97
Memo Field.......................................................................................................98
Image Review Guidelines for Rejecting Acquirer’s Response Codes.........99
Mastercom Image Review Decisions............................................................... 99
Reading the Image Review Decision..............................................................100
Settlement.......................................................................................................... 100
User Provided Settlement Date for Argentina and Uruguay............. 101
Fulfillment Fees..................................................................................................106
Fee Generation..............................................................................................108
Chargeback Sender Processing...........................................................................108
Chargeback Overview...................................................................................... 108
Benefits of Mastercom Chargeback Documentation............................... 108
Chargeback Documentation Process Flow..................................................108
Sender Transactions by Cycle.........................................................................109
Chargeback Sender Worked........................................................................... 110
Research No Matches Found.......................................................................... 110
Chargeback Receiver Processing........................................................................ 111
Chargeback Receiver Processing....................................................................111
Chargeback Receiver Report...........................................................................111
Chargeback Receiver Worked.........................................................................111
Debit Sender Processing.......................................................................................112
Debit Sender.......................................................................................................112
Benefits of Processing Debit Exception Items............................................112
Debit Process Flow............................................................................................113
Debit Chargeback Sender Unworked............................................................113
Attach Documents to Chargeback Records................................................ 114
Debit Chargeback Sender Worked................................................................115
Debit Receiver Processing.....................................................................................115
Debit Receiver.................................................................................................... 115
Benefits of Processing Debit Exception Items............................................115
Debit Process Flow............................................................................................116
Chargeback Receiver Debit............................................................................. 116
Debit Chargeback Receiver Unworked......................................................... 116
Debit Chargeback Receiver Worked..............................................................117

Contents
Fee Collections........................................................................................................117
Outgoing and Incoming Fee Collection Messages..................................... 117
Outgoing Fee Collection Messages.......................................................... 117
Incoming Fee Collection Messages...........................................................118
Creating a Fraud and Loss Database Record (SAFE).....................119
Case Filing................................................................................................................120
About Mastercom Case Filing........................................................................ 120
Sender Responsibilities.....................................................................................121
Receiver Responsibilities.................................................................................. 121
Time Frames for Case Filing........................................................................... 122
Status Icons........................................................................................................ 123
Case Filing Sender View...................................................................................124
Case Filing Receiver View................................................................................ 125
Export Options for Case Filing Details.........................................................126
Print and Export Options for Case Filing Details.......................................127
Case Filing Procedures for Pre-arbitration..................................................128
Pre-arbitration.............................................................................................. 128
Receiver Pre-arbitration..............................................................................128
Case Steps for Claims Manager .............................................................. 129
File a Pre-Arbitration Case for Dual Message System Disputes ......129
Sender Filing a Pre-arbitration Case....................................................... 132
Pre-arbitration—Accept or Reject Instructions...................................... 133
Escalating Pre-arbitration to an Arbitration Case............................... 134
Case Filing Procedures for Arbitration......................................................... 134
Arbitration Cases..........................................................................................134
Receiver Arbitration..................................................................................... 134
File an Arbitration Case.............................................................................. 135
Sender Filing an Arbitration Case.............................................................136
Escalation of an Arbitration—Sender Add Documentation................ 136
Escalation of an Arbitration—Receiver Add Documentation..............137
Arbitration—Receiver Accept or Reject Instructions............................. 137
Case Filing Procedures for Pre-compliance.................................................138
Receiver Pre-compliance............................................................................. 138
Filing a Pre-compliance Case.....................................................................138
Sender Filing a Pre-compliance Case.......................................................140
Escalating a Pre-compliance to a Compliance Case............................ 140
Escalation to a Compliance—Sender Add Documentation.................141
Escalation to a Compliance—Receiver Add Documentation.............. 141
Case Filing Procedures for Compliance........................................................141
Receiver Compliance Cases........................................................................142
Filing a Compliance Case............................................................................142
Sender Filing a Compliance Case............................................................. 143
Case Filing Responses...................................................................................... 144

Contents
Pre-arbitration and Arbitration Cases.................................................... 144

Pre-compliance Cases................................................................................. 145
Compliance Cases........................................................................................ 145
Expedited Billing Dispute Forms..............................................................................146
Processing Expedited Billing Dispute Forms.................................................... 146
Advanced Filter ...........................................................................................................148
Use the Advanced Filter.............................................................................................148
User Preferences .........................................................................................................149
Simple Filter ................................................................................................................ 151
Chapter 4: Mastercom Reports......................................................................152

Admin Reporting.............................................................................................................. 153
Mastercom Audit Trail.....................................................................................................153
Claims Manager Reports................................................................................................154
Run a Report.................................................................................................................154
Report Descriptions....................................................................................................155
Claim Due Date Report ........................................................................................155
Incoming and Outgoing Claims Report ............................................................ 155
Monthly Chargeback Report—Issuer .................................................................156
Monthly Chargeback Report—Acquirer ............................................................ 156
Monthly Retrieval Request Report—Issuer .......................................................157
Monthly Retrieval Request Report—Acquirer .................................................. 157
Chargeback Claims Report.................................................................................. 157
Closed Claim Report..............................................................................................158
Dispute Resolution Reports........................................................................................... 158
Pre-defined Reports....................................................................................................158
Reconciliation Reporting............................................................................................162
Downloadable Report through the User Interface......................................... 162
Executing the Default Configuration Report...................................................163
Executing the Custom Configuration Report.................................................. 163
Fields on the Excel/PDF Report.......................................................................... 164
API Reconciliation Report..................................................................................... 165
Bulk Files...................................................................................................................165
TQR4 Bulk File Format..................................................................................... 165
Enhanced Reconciliation Report.............................................................................. 168
Data Elements Included in the T5G2/T5G4 Enhanced Reconciliation
Report....................................................................................................................... 168
Generate the Enhanced Reconciliation Report Using the UI........................177
Using Batch Reporting for the Enhanced Reconciliation Report.................179
Non-Migrated Claim Billing Report.........................................................................182
Generate a Non-Migrated Claim Billing Report.............................................. 182

Contents
Chapter 5: Mastercom eStats........................................................................ 184

Mastercom eStats Procedures......................................................................................185
Benefits of Mastercom eStats......................................................................................185
Order the Mastercom eStats Product....................................................................185
Access Mastercom eStats.........................................................................................186
Retrieval, Chargeback, and Representment Reports..........................................186
Run eStats Reports.....................................................................................................187
Case Filing Reports.....................................................................................................188
Chapter 6: Exiting Mastercom........................................................................190

Exiting Mastercom...........................................................................................................191
System Time Out............................................................................................................. 191
Appendix A: Mastercom Process Flows.....................................................192

Process Flows Overview................................................................................................. 193
Traditional Flow with Data Elements..........................................................................193
Claims Manager Work Flows........................................................................................ 201
Appendix B: Icons .................................................................................................. 208

Icons.................................................................................................................................... 209
Appendix C: Notification Files........................................................................ 211

Acquirer Fulfillment (T385), Issuer Notification (T386), and Chargeback
Documentation Notification (T387) Files...................................................................212
Acquirer Fulfillment File (T385).................................................................................... 212
Issuer Notification File (T386).......................................................................................215
Notification File Record (T387).....................................................................................218
Appendix D: Violation Code List.................................................................... 222

Violation Code List...........................................................................................................223
Appendix E: Mastercom User Help............................................................... 225

Accept Confirmation.......................................................................................................226
Billing Details.................................................................................................................... 226
Chargeback Documents Research............................................................................... 226
Chargeback Receiver Unworked and Worked Views................................................226
Chargeback Sender Unworked..................................................................................... 227
Chargeback Summary Research.................................................................................. 228

Contents
Commit Confirmation.....................................................................................................229
Create Case Confirmation Window............................................................................ 229
Create Case Window...................................................................................................... 229
Debit Chargeback Receiver Unworked and Worked Views.................................... 229
Debit Chargeback Sender Unworked.......................................................................... 230
Escalate Confirmation Window................................................................................... 230
Flag Options......................................................................................................................230
Reject Confirmation........................................................................................................ 231
Retrieval Request Acquirer Unworked.........................................................................231
Retrieval Request Issuer Unworked..............................................................................231
Undo Confirmation..........................................................................................................232
Update Status Confirmation........................................................................................ 232
Appendix F: Mastercom Claims Manager Tutorial Walk-

Through........................................................................................................................ 233
Claims Manager Introduction....................................................................................... 234
Claims Manager Operations (Issuer).......................................................................... 235
Claims Manager Operations (Acquirer)......................................................................248
Dashboards and Filters.................................................................................................. 250
Detailed Queue Flows.....................................................................................................254
Appendix G: Mastercom Exception Processing..................................... 256

Collaboration Missing Merchant Refund Process..................................................... 257
Refund Process When Issuer Still Has Chargeback Rights for the Claim...... 257
Refund Process When Chargeback Rights Have Lapsed For the Claim.........257
Determine Missing Merchant Refund Status........................................................257
Billing Event Details....................................................................................................258
Collaboration Merchant Voucher Processing.............................................................258
Identifying a Chargeback with a Voucher..............................................................258
Issuer Responses to Voucher Acknowledgment Message..................................260
Accepting the Voucher.......................................................................................... 260
Declining the Voucher Manually..........................................................................260
Allowing the System to Decline the Voucher Automatically........................ 261
Accept or Decline a Voucher..................................................................................... 261
Notices......................................................................................................................... 263

Summary of Changes, 28 July 2020

The following are the changes with the most recent publication of this document.
Table 1: Summary of Changes
Description of Change Where to Look

Chapter 3 Mastercom Application
Updated task to reflect new options for View a Summary of a Transaction
searching with an acquirer reference
number instead of a primary account
number
Updated task to reflect new functionality Create a Retrieval Request
for retrieval requests involving healthcare-
related original transactions in the United
States
Updated task with new Claims Manager Create a First Chargeback
edit exclusion functionality and refund not
received functionality
Updated task with new Claims Manager Initiate Representment
edit exclusion functionality
Updated task with new Claims Manager Initiate Arbitration Chargeback
edit exclusion functionality and new date for
removal of arbitration chargeback
Updated note to the following: “Issuers Initiate Arbitration Chargeback
cannot create arbitration chargebacks for
claims with first chargebacks cleared on or
after 17 July 2020.”
Updated concept with date ranges for Dual Message Views
Dispute Resolution queues
Created new task for using the Advanced Use the Advanced Filter
Filter
Chapter 4 Mastercom Reports
Added data element to last row to table Data Elements Included in the T5G2/T5G4
Data Elements Included in T5G2/T5G4 Enhanced Reconciliation Report
Enhanced Reconciliation Report table
Updated note about characters populated Using Batch Reporting for the Enhanced
per row for batch-generated T5G2/T5G4 Reconciliation Report
enhanced reconciliation reports

Description of Change Where to Look

Removed Cycle 7 from the list of available Downloadable Report through the User
cycles as options for generating custom Interface
reconciliation reports
Added Closed Claim report to Report Closed Claim Report
Descriptions for Claims Manager Reports
Appendix A Mastercom Process Flows
Updated and added process flow diagrams Claims Manager Work Flows
for chargebacks, vouchers, pre-arbitration
and arbitration case filing, and pre-
compliance and compliance case filing
Appendix F Mastercom Claims Manager Tutorial Walk-Through
Updated and corrected graphics Detailed Queue Flows
Appendix G Mastercom Exception Processing
Added "Mastercom Exception Processing" Mastercom Exception Processing
to appendices
Renamed concept "Collaboration Missing Collaboration Missing Merchant Refund
Merchant Refund Process" from Process
"Mastercard Merchant Refund Process,"
added "Identifying a Chargeback Related to
a Missing Merchant Refund" concept, and
moved to appendix
Added section about processing merchant Collaboration Merchant Voucher Processing
vouchers from Mastercom Collaboration

About Mastercom
Chapter 1 About Mastercom

Users access the dispute processing system through , 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................................................................................................................. 13
Mastercom Enhancements............................................................................................................13
System Requirements.....................................................................................................................15

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—accelerates 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 multiple users regardless of their location.
• Paperless—saves and exports documents electronically to local media.
Access 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 using the
Mastercard Merchant Network. All transaction inquiries are required to pass
through the merchant network prior to the formal chargeback process.
• Claims Manager—a user interface for the facilitation of transaction research
creation of claims, creation of chargebacks (with and without documentation),

About Mastercom
Mastercom Enhancements
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 chargebacks, retrieval
requests, and 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 pricing.
• 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.

About Mastercom
System Requirements
• 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.
• 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.
Table 2: 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.

About Mastercom
System Requirements
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
not contain special characters like &%#
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
Supported document file types • PDF

• 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

About Mastercom
System Requirements
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

Mastercom System
Chapter 2 Mastercom System

This section explains how to implement Mastercom.
Preparing for the Mastercom System.........................................................................................19

Accessing Mastercom from Mastercard Connect.................................................................... 19
Possible Role Combinations...........................................................................................................20
Provision Users..................................................................................................................................21
Billable ICA Number Exception................................................................................................ 24

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™ and register for the Mastercom
application using the Connect Store on Mastercard Connect™.
New customers should go to Mastercard Connect™, and click Sign Up.

Mastercom System
Possible Role Combinations
Existing Mastercom customers should go to Mastercard Connect™

( www.mastercardconnect.com) and sign in with their User ID and PIN/SecurID.
Mastercard Connect Support
U.S. only: 1-800-999-0363
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 3: Mastercom Hosted Role Group
Role Description Notes

Mastercom Hosted Claims Grants access to Claims Users at issuers, acquirers,
Manager Manager functionality in and processors that have
user interface (UI) 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 All Mastercom Hosted users

Dispute Resolution must select this role.
functionality in UI

Mastercom System
Provision Users
Table 4: Mastercom Pro Role Group
Role Description Notes

Mastercom Pro Claims Grants access to enhanced Users at issuers, acquirers,
Manager Claims Manager and processors that have
functionality in UI 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 Users wanting API access to
application programming Mastercom should request
interface (API) functionality 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.

Mastercom System
Provision Users
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.
Procedure
1. From the Mastercard Connect™ homepage, click Store.
Figure 1: Store
2. Click Apps.
Figure 2: 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.
Figure 3: Order Details
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.

Mastercom System
Provision Users
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.
Figure 4: 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.
Figure 5: ICA Numbers and BINs
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.

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.

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.
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.

Mastercom System
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
customer_support@mastercard.com. Written permission should use the
following form.
Table 5: Email Format
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.

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................................................................................................ 32

Mastercom Collaboration......................................................................................................... 32
Claims Manager.......................................................................................................................... 35
Claims Manager—Transactions and Claims ....................................................................35
View a Summary of a Transaction................................................................................ 35
Create a Claim...................................................................................................................37
Find a Claim Using Views................................................................................................ 39
View a Claim.......................................................................................................................40
View Transaction Details.................................................................................................40
Descriptions of Views.......................................................................................................41
Export a List of Claims.................................................................................................... 42
Filters........................................................................................................................................ 43
Filters and Dashboards....................................................................................................43
Find a Claim Using Filters...........................................................................................43
Create a Filter...............................................................................................................43
Filter Fields.................................................................................................................... 44
Delete a Filter................................................................................................................45
View a Dashboard.............................................................................................................45
Create a Dashboard.................................................................................................... 46
Edit a Dashboard..........................................................................................................46
Delete a Dashboard.....................................................................................................47
Add Filters, Dashboard, or View to the Favorites Menu......................................47
Claims Manager—Dispute Events...................................................................................... 48
Create a Retrieval Request............................................................................................. 48
Process Fulfillment............................................................................................................48
Create a First Chargeback..............................................................................................49
Accept a Chargeback....................................................................................................... 50
Initiate Representment.................................................................................................... 51
Accept Representment.....................................................................................................51
Initiate Arbitration Chargeback.....................................................................................52
Accept Arbitration Chargeback..................................................................................... 52
View Event Details of a Claim........................................................................................53
Discard or Reverse an Event........................................................................................... 53

Close a Claim..................................................................................................................... 54
Resubmit Rejected Transactions....................................................................................54
Commit Worked Items—Verified Records.........................................................................55
Dispute Resolution......................................................................................................................55
Dual Message Views..............................................................................................................56
Single Message Views........................................................................................................... 56
Open Views..............................................................................................................................56
Mastercard Views...................................................................................................................57
Claims Manager Views.....................................................................................................58
Dispute Resolution Views................................................................................................ 59
My Views............................................................................................................................. 60
Manage Views....................................................................................................................60
Alerts and Advisories ............................................................................................................61
Data Retention Time Frames......................................................................................... 62
Memo Field......................................................................................................................... 63
Chargeback Documents Research................................................................................ 64
Chargeback Summary Research....................................................................................64
Exporting Transactions.................................................................................................... 65
Printing Transactions, Attached Documentation, or Both...................................... 65
Transaction Life Cycle – Mastercom Pro Only............................................................66
Transaction Life Cycle Locations—Pro Licensed Users Only....................................68
Sort Options............................................................................................................................69
Simple Sort.........................................................................................................................69
Multiple Sort in Dispute Resolution...............................................................................70
Moving Columns................................................................................................................ 71
Perform Undo Processing—Dispute Resolution...............................................................71
Commit Process..................................................................................................................... 71
Retrieval Acquirer Processing.............................................................................................. 71
Retrieval Acquirer Processing......................................................................................... 71
Retrieval Process Flow..................................................................................................... 71
Retrieval Request Acquirer Unworked.......................................................................... 72
Acquirer Response Code Descriptions.......................................................................... 74
About IIAS Retrieval Processing—U.S. Region Only................................................... 75
IIAS Acquirer Response Codes...................................................................................76
Match a Retrieval Request Record with an Image.....................................................76
Fulfill a Request Record with Invalid Code A, B, C, or E............................................77
Verify Your Work................................................................................................................78
Retrieval Request Acquirer Worked...............................................................................78
Review Image Review Decisions.....................................................................................78

Acquirer—Reducing Image Review Occurrences......................................................... 79

Retrieval Issuer Processing...................................................................................................80
Retrieval Issuer Processing..............................................................................................80
Retrieval Issuer Processing View....................................................................................80
Retrieval Request Issuer Unworked..........................................................................81
Retrieval Request Issuer Worked.............................................................................. 83
Accept and Reject Documents and Transactions with Invalid Codes....................83
When Should the Issuer Reject an Image?..............................................................83
Image Review.................................................................................................................84
What Should Be Done with Substitute Drafts?.................................................... 85
Responding to Codes F, G, H—U.S. Region Only.................................................... 85
About IIAS Retrieval Processing—U.S. Region Only.............................................. 85
IIAS Acquirer Response Codes.............................................................................. 86
When Should the Issuer Accept an Image?.............................................................86
Accept Remaining Documents and Unfulfillable Requests, Codes D and E....87
Verify Your Work................................................................................................................87
Retrieval Request Issuer Worked................................................................................... 88
Retrieval Requests and Fulfillments...................................................................................88
Overview..............................................................................................................................88
Issuer’s Right to Request a Transaction Information Document............................89
Retrieval Request Fulfillment Statuses........................................................................89
Acquirer’s Obligation to Provide a Transaction Information Document...............90
Mastercom Processing.....................................................................................................90
Acquirer’s Retrieval Request Response....................................................................90
Time Frame for Fulfilling a Retrieval Request .......................................................91
Fulfillment Types...........................................................................................................91
Requirements for a Substitute Draft.......................................................................92
Substitute Draft for Card Not Present Transaction........................................92
Draft for Vehicle Rental Transaction...................................................................93
Substitute Draft for Airline and Passenger Railway Transaction.................93
Substitute Draft for Lodging Transaction......................................................... 94
Substitute Draft for Cardholder-Activated Terminal Transaction...............94
Substitute Draft for Parking Lot Transaction...................................................94
Substitute Draft for Chip-Read Transaction.................................................... 95
Substitute Draft for Contactless Transit Transaction.................................... 95
Retrieval Request Fulfillment Procedure......................................................................95
Image Review Guidelines for Rejecting Fulfillments..................................................96
Mastercom Image Review Reject Codes................................................................. 97

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

Illegible)...........................................................................................................................97
Guidelines for Rejecting for “A” (Transaction Amount Missing/Illegible).........97
Guidelines for Rejecting for “O” (Other—Missing Information on
Substitute Draft)..........................................................................................................97
Memo Field.....................................................................................................................98
Image Review Guidelines for Rejecting Acquirer’s Response Codes...................... 99
Mastercom Image Review Decisions.............................................................................99
Reading the Image Review Decision........................................................................... 100
Settlement........................................................................................................................100
User Provided Settlement Date for Argentina and Uruguay........................... 101
Fulfillment Fees............................................................................................................... 106
Fee Generation........................................................................................................... 108
Chargeback Sender Processing........................................................................................ 108
Chargeback Overview....................................................................................................108
Benefits of Mastercom Chargeback Documentation.............................................108
Chargeback Documentation Process Flow............................................................... 108
Sender Transactions by Cycle.......................................................................................109
Chargeback Sender Worked.........................................................................................110
Research No Matches Found........................................................................................110
Chargeback Receiver Processing......................................................................................111
Chargeback Receiver Processing................................................................................. 111
Chargeback Receiver Report........................................................................................ 111
Chargeback Receiver Worked.......................................................................................111
Debit Sender Processing.................................................................................................... 112
Debit Sender.................................................................................................................... 112
Benefits of Processing Debit Exception Items......................................................... 112
Debit Process Flow......................................................................................................... 113
Debit Chargeback Sender Unworked......................................................................... 113
Attach Documents to Chargeback Records..............................................................114
Debit Chargeback Sender Worked............................................................................. 115
Debit Receiver Processing..................................................................................................115
Debit Receiver..................................................................................................................115
Benefits of Processing Debit Exception Items......................................................... 115
Debit Process Flow......................................................................................................... 116
Chargeback Receiver Debit...........................................................................................116
Debit Chargeback Receiver Unworked.......................................................................116
Debit Chargeback Receiver Worked........................................................................... 117
Fee Collections..................................................................................................................... 117

Outgoing and Incoming Fee Collection Messages...................................................117

Outgoing Fee Collection Messages........................................................................117
Incoming Fee Collection Messages........................................................................ 118
Creating a Fraud and Loss Database Record (SAFE).................................. 119
Case Filing............................................................................................................................. 120
About Mastercom Case Filing......................................................................................120
Sender Responsibilities.................................................................................................. 121
Receiver Responsibilities................................................................................................121
Time Frames for Case Filing.........................................................................................122
Status Icons......................................................................................................................123
Case Filing Sender View................................................................................................ 124
Case Filing Receiver View..............................................................................................125
Export Options for Case Filing Details...................................................................... 126
Print and Export Options for Case Filing Details.................................................... 127
Case Filing Procedures for Pre-arbitration............................................................... 128
Pre-arbitration............................................................................................................128
Receiver Pre-arbitration........................................................................................... 128
Case Steps for Claims Manager ............................................................................129
File a Pre-Arbitration Case for Dual Message System Disputes ................... 129
Sender Filing a Pre-arbitration Case.....................................................................132
Pre-arbitration—Accept or Reject Instructions....................................................133
Escalating Pre-arbitration to an Arbitration Case.............................................134
Case Filing Procedures for Arbitration.......................................................................134
Arbitration Cases....................................................................................................... 134
Receiver Arbitration...................................................................................................134
File an Arbitration Case............................................................................................135
Sender Filing an Arbitration Case.......................................................................... 136
Escalation of an Arbitration—Sender Add Documentation............................. 136
Escalation of an Arbitration—Receiver Add Documentation........................... 137
Arbitration—Receiver Accept or Reject Instructions...........................................137
Case Filing Procedures for Pre-compliance...............................................................138
Receiver Pre-compliance...........................................................................................138
Filing a Pre-compliance Case.................................................................................. 138
Sender Filing a Pre-compliance Case.................................................................... 140
Escalating a Pre-compliance to a Compliance Case..........................................140
Escalation to a Compliance—Sender Add Documentation.............................. 141
Escalation to a Compliance—Receiver Add Documentation............................ 141
Case Filing Procedures for Compliance..................................................................... 141
Receiver Compliance Cases..................................................................................... 142

Filing a Compliance Case......................................................................................... 142

Sender Filing a Compliance Case...........................................................................143
Case Filing Responses....................................................................................................144
Pre-arbitration and Arbitration Cases..................................................................144
Pre-compliance Cases...............................................................................................145
Compliance Cases......................................................................................................145
Expedited Billing Dispute Forms........................................................................................... 146
Processing Expedited Billing Dispute Forms..................................................................146
Advanced Filter ........................................................................................................................ 148
Use the Advanced Filter.......................................................................................................... 148
User Preferences ......................................................................................................................149
Simple Filter ..............................................................................................................................151

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 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 6: 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 code)
Participating • 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.

Table 7: Data Elements
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.
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.
Related Concepts
Collaboration Missing Merchant Refund Process
Collaboration Merchant Voucher Processing

Claims Manager
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). 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 Mastercom Developer Zone.
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)
• 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:
– Either Account number (the primary account number) or Acquirer Reference
No.
– 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.

View a Summary of a Transaction
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.
Figure 6: Transaction Summary Search
3. Click Submit.
Transactions that satisfy the filter criteria appear.
4. Click the row that contains the transaction you want to view.

Create a Claim
Figure 7: Transaction Search Results
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

Create a Claim
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 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.
Figure 8: Create 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.

Find a Claim Using Views
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 include
• 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
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
– Pending Documentation
– Receiver Case Filing
– Rejects
– Sender Case Filing
– Miscellaneous Fees
Results
Claims appear organized by claim state in the view.

View a Claim
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:
– 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.

Descriptions of Views
Figure 9: Original Transaction Details
Results
Authorization and clearing details for the transaction appear.
Descriptions of Views
Description of the type of claims found in each view.
Table 8: Descriptions of Views
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.

Export a List of Claims
View Description
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.
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.

Filters
Results
The system creates a .csv file. Open the file or save the file to your computer.
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.
Figure 10: Dashboards/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:

Filter Fields
– To run the filter, click the Run icon.

– To save the filter, click the Save icon.
Figure 11: Create a Filter
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
Filter claims using the following parameters.
Fields
• Primary Account Number
• Claim Manager ID
• Chargeback Reference Number
• Issuer Side, Acquirer Side, or both
• Claim Creation Period
• Claim Due Period

Delete a Filter
• Claim Last Modification Period

• Acquirer
• BIN
• 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.
A subset of data appears in a new tab.

Create a Dashboard
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.
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.

Delete a Dashboard
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.
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
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 about a transaction from an acquirer.
Before you begin

Create a claim for the transaction. For more information about creating a claim,
see Create a Claim.
Procedure
1. Click Manage View>Pending.
2. Click the row of the claim for which you want to create the retrieval request.
3. Click Apply Action>Create Retrieval Request.
The Create Retrieval Request window opens.
4. Select a reason from the Retrieval Request Reason Code dropdown menu.
If you select reason code 6343 - Real-time Substantiation Audit Request for a
healthcare-related original transaction in the United States, provide
instructions for the acquirer to fulfill the request outside of Mastercom in the
Instructions for Healthcare field that appears.
NOTE: For more information about healthcare-related transactions in the United

States, refer to About IIAS Retrieval Processing—U.S. Region Only.
NOTE: For more information about reason codes, refer to the Chargeback Guide in the
Publications product on Mastercard Connect.
5. Select the appropriate option from the Document required dropdown menu.
6. Click Submit.
Results
Issuers can view the claim in the Issuer Worked view. Acquirers can view the claim
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.

Create a First Chargeback
Results
Acquirers can view the claim in the Acquirer Worked view. Issuers can view the
claim in the Issuer RR Unworked view.
Create a First Chargeback
To dispute a transaction, issuers can create a first chargeback.
Before you begin

Create a claim for the transaction.
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.
3. Click Apply Action > Create Chargeback.
The Create Chargeback window appears.
4. Select an appropriate option from the Chargeback Reason Code dropdown
menu.
5. Select an appropriate option from the Document Indicator dropdown menu
based on whether you are attaching supporting documentation.
6. If you want or need to upload supporting documentation, complete the
following steps:
a. Click the Choose Files button near the bottom of the Create Chargeback
window.
b. Select the directory and folder of the location of the documentation for the
chargeback.
c. Select one or more documents and attach. (This action varies by operating
system and platforms.)
d. Check the document count and document names next to Upload Document
to verify documents.
7. In the Member Message Text field, select an appropriate option or enter a
custom message.
8. To change the Chargeback Amount, select the Partial chargeback checkbox,
and then enter new values in the Amount field.
9. If Mastercard has granted your ICA number an edit exclusion from normal
chargeback timelines, complete the following steps:
a. Click the Edit Exclusion Indicator checkbox.
b. Select a reason from the Edit Exclusion Value dropdown menu.

Accept a Chargeback
For more information about edit exclusions, refer to the Global Clearing
Management System Reference Manual in the Publications product on
Mastercard Connect™ .
10. If you are creating a new first chargeback for a refund missing after the
Collaboration process, check the 5000 - Refund Not Received checkbox next to
Collaboration Unsuccessful Reason.
The checkbox is visible only for eligible first chargebacks.
11. 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 72 hours (see “AN 4099
Mastercom Collaboration Time Period Change” on the Technical Resource
Center product on Mastercard Connect for more details) 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 72 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.
What to do next
View the claim in the Issuer Worked queue.
Related Concepts
Related Tasks
Create a Claim
Accept a Chargeback
Description of how to accept a chargeback.
Procedure
1. Click Manage View, and then click Acquirer First CB Unworked.

Initiate Representment
2. Click on the row that contains the claim you want to accept, click Apply Action,
and then click Mark Item as Processed.
Results
Acquirers can view the claim appears in the Acquirer Worked view.
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.
chargeback timelines, complete the following steps.
8. To complete the Representment, click Submit.
Results
Acquirers can view the claim in the Acquirer Worked view. Issuers can view the
claim in theIssuer Re-presentment Unworked view.
NOTE: For more information about edit exclusions, refer to the Global Clearing Management
System Reference Manual.
Accept Representment
Description of how to accept a Representment.
Procedure
1. Click Manage View, and then click Issuer Re-presentment Unworked.
and then click Mark Item as Processed.

Initiate Arbitration Chargeback
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 cannot create arbitration chargebacks for claims with first chargebacks
cleared on or after 17 July 2020. See "AN 3327—Changes and Enhancements to Mastercom
to Accommodate Chargeback Rule Changes" for more details.
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.
chargeback timelines, complete the following steps.
8. To complete the Arbitration Chargeback, click Submit.
Results
Issuers can view the claim in the Issuer Worked view. For acquirers, the claim
appears in Acquirer Arbitration CB Unworked view.
NOTE: For more information about edit exclusions, refer to the Global Clearing Management
System Reference Manual.
Accept Arbitration Chargeback

Description of how to accept the Arbitration Chargeback.
Procedure
1. Click Manage View, and then click Acquirer Arbitration CB Unworked.
and then click one of the following actions:

View Event Details of a Claim
– 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.
2. Under Dispute Events, next to the event type, click View Details.
Results
Details of the selected event type appear.
Related Tasks
View a Claim
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 occurs:
• If the event is discarded, the transaction is not submitted to GCMS.
• If the event is reversed events, the reversal transaction is submitted to GCMS.

Close a Claim
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.
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
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

This task applies to Single Message.
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.
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.
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 requests, 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.

Dual Message Views
Dual Message Views

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

The dispute events that appear in dual message views are limited by date. Dates
are counted from the clearing or creation date of the dispute event.
Table 9: Default Date Restrictions for Dual Message Views
Queue Days From Current Date Displayed

Receiver Unworked 95
Sender Unworked 45
Issuer Unworked 60
Acquirer Unworked 60
Receiver Worked 165
Sender Worked 200
Issuer Worked 210
Acquirer Worked 210
Users can use the Advanced Filter to filter dispute events or to specify a different
date range to locate a dispute event that does not appear within the default date
range of a queue.
For more information about using the Advanced Filter, refer to Use the Advanced
Filter.
Single Message Views

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

Mastercard 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.
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.

Claims Manager Views
Figure 12: Manage View
Claims Manager Views
View Description
Acquirer Arbitration Provides a list of claims associated with arbitration
Chargeback Unworked chargebacks that are in the pending state.
Acquirer First Chargeback Provides a list of claims associated with first chargebacks
Unworked in pending status or those that require action.
Acquirer Retrieval Request Provides a list of claims associated with retrieval requests
Unworked in pending status or those that require action.
Acquirer Worked Provides a list of claims associated with acquirer worked
(closed) status. There is no action to be provided within this
view.
Closed Provides a list of claims in recently closed status.
Issuer Re-Presentment Provides a list of claims associated with re-presentment
Unworked. cycle which are pending or require additional action.
Issuer Worked Provides a list of claims in completed status for all issuer
transactions.
Pending Provides a list of claims for both issuer or acquirer which
are pending status. Any claim with a cycle still in pending
will be displayed in this view.

Dispute Resolution Views
View Description
Rejects Provides a list of claims where a cycle was received in
rejected status.
Miscellaneous Fees Provides all unmatched fee collection messages.
Fee Collection Unworked Provides 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.
Dispute Resolution Views
Table 10: Retrieval Requests
View Definition
Acquirer Worked Displays a recent archive of completed retrievals previously
fulfilled or rejected
Issuer Worked Displays a list of retrieval fulfillments that were previously
accepted or rejected
Table 11: Chargebacks
View Definition
Sender Worked Displays recent history of chargebacks and second
presentment items previously worked
Receiver Worked Displays completed chargebacks and representments
Debit Sender Unworked Displays items pending representment documents
Debit Sender Worked Displays a recent history of chargebacks and second
presentment items previously worked
Debit Receiver Unworked Displays transactions that have been processed with
support documentation
Debit Receiver Worked Displays completed chargebacks and representments

My Views
Table 12: Case Filing
View Definition
Sender Cases submitted, responded on by the receiver, or recently
ruled by Mastercard Dispute Resolution Management staff
Receiver Displays 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 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
configure 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.
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.

Alerts and Advisories
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 > 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, 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.
Table 13: Advisory Message
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.
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.

Data Retention Time Frames
Advisory Message Example

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.
Users may search archived records using the Advanced Search feature.

Memo Field
Table 14: Data Category Descriptions
Data Category Description

Retrieval Requests/Fulfillments All records will remain on the Mastercom
server for 75 days.
Chargeback Support Documentation (CSD) The following lists the three purge cycles:
• 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.

Chargeback Documents Research
Table 15: Memo Field Abbreviation
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 TRN or TRAN Transaction
Capture
ILL or ILLEG Illegible TD Transaction Date
ISS Issuer TO Telephone Order
LOC Location W/ With

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.
After selecting the Chargeback Documents icon , a chargeback number MUST be
entered (ICA number is optional). The information retrieved may be printed or
exported.
NOTE: A training video is also available to help you with this process. Refer to MasterCom
Chargeback Reference Number Summary and Document Research.
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.
After selecting the Chargeback Summary icon , a Chargeback number MUST be
entered (ICA number is optional). The information retrieved may be printed or
exported.
NOTE: A training video is also available to help you with this process. Refer to MasterCom
Chargeback Reference Number Summary and Document Research.

Exporting Transactions
Exporting Transactions
There are several export options available in Mastercom.
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 you select more than one document, you must select the file type to export the
documents, either as a Zip file or as an individual document.
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.
NOTE: A training video is also available to help you comprehend the export and print
options in Mastercom. Refer to MasterCom Exporting and Printing.
Printing Transactions, Attached Documentation, or Both

There are several print options available in Mastercom.
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,

Transaction Life Cycle – Mastercom Pro Only
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.
NOTE: A training video is also available to help you comprehend the export and print
options in Mastercom. Refer to MasterCom Exporting and Printing.

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.
Table 16: Record Types and Description
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

Record Types Description

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
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
Table 17: Fields and Descriptions
Field Description
Financial Original Financial

Transaction Life Cycle Locations—Pro Licensed Users Only
Field Description
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
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.

Sort Options
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.
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.

Multiple Sort in Dispute Resolution
2. Click again to sort in Z to A order. The directional arrow indicates the sort order.
Multiple Sort in 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
NOTE: 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.
The data in the grid will then be re-sorted. Any visible columns will show
ascending or descending arrows.
4. 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.)
5. 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
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.
Procedure
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.
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 are 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.

Retrieval Request Acquirer Unworked
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.
Table 18: Retrieval Process Flow
If the issuer... Then...

Accepts the image or response The system sends a notification to the
Mastercom server that updates 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
or
• An acquirer is favored in an Image Review decision following a reject action of an
image review by the issuer.
Accessing the Retrieval Acquirer Processing and viewing the record information.
Follow these steps to access this process.
NOTE: 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.
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.

Acquirer Response Code Descriptions
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.
Table 19: Acquirer Response Code Descriptions
ARC Description
A—Invalid Reference Number (ARD not Use when the acquirer reference data is not
assigned by Acquirer) within the scheme of reference numbers
assigned by the acquirer.
B—ARD/PAN combination is incompatible Use when the acquirer reference data or
cardholder number combination does not
match the original document.

About IIAS Retrieval Processing—U.S. Region Only
ARC Description
C—Invalid Quick Payment Service (QPS) Use when the retrieval request is for a Quick
Request Payment Service 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 information* The request information is incomplete or
inaccurate. (U.S. region only)
H—IIAS Fulfilled outside Mastercom system* The retrieval request has been fulfilled
outside the Mastercom system. (U.S. region
only)
NOTE: *U.S. region customers: Refer to About IIAS Retrieval Processing (U.S. Region Only)
for additional information.

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.
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:

Fulfill a Request Record with Invalid Code A, B, C, or E
– 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.
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 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 they have cleared all Mastercom processing.
NOTE: 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.
Review Image Review Decisions

The issuer can reject any transaction that an acquirer has 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 an acquirer to comprehend the codes found in the IRC
(Issuer Response Code) column within the data grid.
Table 20: Reason Codes and Reject Reasons
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

Acquirer—Reducing Image Review Occurrences
Reason Code Reject Reason

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 an acquirer 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 supplies
the correct information.
The merchant should also check the following:
• 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.
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.
NOTE: 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
automatically accepts the documents.
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.

Retrieval Request Issuer Unworked
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.
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.
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.

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.
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

Image Review
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.
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.
Table 21: Rejection Reasons
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?
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
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.
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.


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.
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
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
Table 22: Issuer Response Codes (IRC)
Codes Descriptions
Code 01 Accepted image (code D)
Code 02 Rejected image (code D)
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.
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 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:

Issuer’s Right to Request a Transaction Information Document
• 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.
• 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
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.
Table 23: Acquirer Response Codes
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.

Time Frame for Fulfilling a Retrieval Request
Acquirer Response Codes Description

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.

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).

Draft for Vehicle Rental Transaction
Draft for Vehicle Rental Transaction

vehicle rental transactions.
• Description of the rental
– Type of vehicle
– Mileage
– Rental rates
– Actual rate charges
– Refueling charge
• Cardholder name
• Cardholder address
• Transaction amount
• 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
airline and passenger railway transactions.
• Cardholder name or business name (optional)
• Passenger name
• Mailing address (optional)
• 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

Substitute Draft for Lodging Transaction
airline) instead of a 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
lodging transactions.
• Ticket number (optional)
• Cardholder name
• Guest name, if different
• Dates of stay, including check-in and check-out dates
• 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
Cardholder-Activated Terminal (CAT) transactions.
• Invoice number (if available)
• Merchant name
• CAT location code or city and state
• Product purchased
• Total amount
Substitute Draft for Parking Lot Transaction
parking lot transactions.
• Cardholder name (optional)
• Terminal location code (if available)
• Transaction date and time
• License plate number of the car (optional)

Substitute Draft for Chip-Read Transaction
Substitute Draft for Chip-Read Transaction

chip-read transactions.
• Cardholder name (if available)
• Transaction time (optional)
• Data Element (DE 55) (Integrated Circuit Card [ICC] System-Related Data),
complete and unaltered (optional)
• Store department (optional)
• Description of the merchandise or services
• “Ship-to” information (if applicable)
Substitute Draft for Contactless Transit Transaction
contactless transit transactions.
• Cardholder name (optional)
• Merchant name
• Transaction date and time
• 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

Image Review Guidelines for Rejecting Fulfillments
transmitted an illegible or incorrect image of the TID or substitute documentation

to the issuer.
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
Mastercom Image Review Reject Codes

The following chart contains the reason codes for issuer rejects.
Table 24: Mastercom Reject Reason Codes
Code Description
A Transaction amount missing/illegible.
D Transaction date missing/illegible.
E Not used.
M Merchant name missing/illegible.
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.

Memo Field
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
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.
Table 25: Memo Field Abbreviation
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 TRN or TRAN Transaction
Capture
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
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.
Table 26: Acquirer’s Response Code
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
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

Reading the Image Review Decision
• 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.
• 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:

User Provided Settlement Date for Argentina and Uruguay
• 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.
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.

Figure 13: First Chargeback (Full or Partial)

Figure 14: Arbitration Chargeback (Full or Partial)

Figure 15: Representment – 1240

Figure 16: Fee Collection – 1740
• 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

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.

Fulfillment Fees
Table 27: Fulfillment Fees
Mastercom Fee Classification Fulfillment Time Frames in

Days
PDS 0228
Retrieval
Document Document More than
Type Code A 1–5 B 6–10 C 11–15 D 16–21 21 Days
Mastercar Sales 2 USD 8/ USD 5/ USD 3/ USD 2/ USD 0/
d Draft EUR 8 EUR 5 EUR 3 EUR 2 EUR 0
Mastercar Substitute 4 USD 6/ USD 3/ USD 2/ USD 1/ USD 0/
d Draft EUR 6 EUR 3 EUR 2 EUR 1 EUR 0
Visa Suppleme 2 USD 6/ USD 3/ USD 1/ USD 0/ USD 0/
nt EUR 6 EUR 3 EUR 1 EUR 0 EUR 0
Mastercard considers the fulfillment complete when the acquirer processes within .
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
Collaboration Missing Merchant Refund Process for more information. Direct to Ethoca
customers should follow the Ethoca processes outlined in your service agreement.

Fee Generation
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 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.

Sender Transactions by Cycle
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.
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.)

Chargeback Sender Worked
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)
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.

Chargeback Receiver Processing
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.

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.
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.

Debit Sender Processing
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.
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
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.
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.
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.

Attach Documents to Chargeback Records
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: For information about file naming conventions and acceptable document types,
refer to System Requirements.
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)

Debit Chargeback Sender Worked
• 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.
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 theMastercard® 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

Debit Process Flow
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.
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
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.

Debit Chargeback Receiver Worked
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.

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

Incoming Fee Collection Messages
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:
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)
• 7614
• 7616
• 7622
• 7623
• 7624
• 7627
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.

Creating a Fraud and Loss Database Record (SAFE)
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 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.

Case Filing
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.
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

Sender Responsibilities
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)
• 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
Time Frames for Case Filing

Case record and image retention is variable based on the case type.
Table 28: Case Status and Time Frames
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.

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.
Table 29: Status Icons and Descriptions
Status Icon Ruling Status 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.

Case Filing Sender View
Status Icon Ruling Status Code Description

S Customer was favored in the
case file decision (green
background).
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.
– 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.

Case Filing Receiver View
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.
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.
– 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.

Export Options for Case Filing Details
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.
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.

Print and Export Options for Case Filing Details
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.
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.

Case Filing Procedures for Pre-arbitration
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.
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
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.
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.
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.

Figure 17: Select Chargeback
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.
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.

Figure 18: Start a Case Window
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.

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

Pre-arbitration—Accept or Reject Instructions
the filed-against ICA number to the proper ICA number. Dispute currency for
this type of filing is in U.S. dollars only.
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.

Escalating Pre-arbitration to an Arbitration Case
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.
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
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.
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.

Sender Filing an Arbitration Case
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.
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.
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.
Continue again.
with 23 zeroes.
(Form 682a), all Chargeback cycle documentation, or any Single Message
9. Click Create for the Case ID to return display.
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.

Escalation of an Arbitration—Receiver Add Documentation
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.
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
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.

Case Filing Procedures for Pre-compliance
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.
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.

Filing a Pre-compliance Case

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.
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.
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.
in the data grid.

Sender Filing a Pre-compliance Case
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
Create Case.
2. In the Create Case window, select pre-compliance.
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.
Continue again.
with 23 zeroes.
(Form 682a), all chargeback cycle documentation, or any Single Message
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.

Escalation to a Compliance—Sender Add Documentation
• 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
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.
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
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
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.
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.
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.

Sender Filing a Compliance 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.
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
Create Case.
2. In the Create Case window, select Compliance.
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.
Continue again.
with 23 zeroes.
(Form 682a), all Chargeback cycle documentation, or any Single Message

Case Filing Responses
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.
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.
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.

Pre-compliance Cases
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 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.

Expedited Billing Dispute Forms
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.
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.

Processing Expedited Billing Dispute Forms
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.
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
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.
Use the Advanced Filter

Use the Advanced Filter to locate a dispute event, including a dispute event not
displayed in the queue due to default date ranges.
Procedure
1. Click the Advanced Filter icon , located next to the Filter field at the top of
the queue.
The Advanced Filter window opens.
Figure 19: Advanced Filter Window
2. Select the filters from Available Columns by clicking the checkbox next to the
filter or by dragging and dropping the filter into the area under Selected Filters.
The Chargeback Date filter is automatically enabled for queues containing first
chargebacks, second presentments, or arbitration chargebacks. Users must
specify a date range with a maximum of 90 days to use the Advanced Filter for
these queues.

User Preferences
3. Modify the selected filters if desired.

– To add additional fields to a selected filter, click +.
– To remove fields, click x.
4. After adding all desired selected filters, click Search.
Results
The queue shows the filtered results. In addition, the Advanced Filter icon turns
green to show that the dispute events in the queue are filtered.
What to do next
View the dispute events in the queue. To clear or modify selected filters, click the
icon again.
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.
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.
Table 30: Expiration Notification
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

User Preferences
Expiration Notification Timeframe Default

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.
Table 31: Audit Warnings
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.

Simple Filter
Table 32: Type of Records
Type of Records Timeframe Default

Chargeback Signature 1 to 75 days 30
Worked
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.
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.

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............................................................................................................................153
Mastercom Audit Trail.................................................................................................................. 153
Claims Manager Reports............................................................................................................. 154
Run a Report.............................................................................................................................. 154
Report Descriptions..................................................................................................................155
Claim Due Date Report ..................................................................................................... 155
Incoming and Outgoing Claims Report ..........................................................................155
Monthly Chargeback Report—Issuer .............................................................................. 156
Monthly Chargeback Report—Acquirer ..........................................................................156
Monthly Retrieval Request Report—Issuer .................................................................... 157
Monthly Retrieval Request Report—Acquirer ................................................................157
Chargeback Claims Report................................................................................................157
Closed Claim Report........................................................................................................... 158
Dispute Resolution Reports.........................................................................................................158
Pre-defined Reports.................................................................................................................158
Reconciliation Reporting......................................................................................................... 162
Downloadable Report through the User Interface.......................................................162
Executing the Default Configuration Report................................................................ 163
Executing the Custom Configuration Report................................................................163
Fields on the Excel/PDF Report........................................................................................164
API Reconciliation Report...................................................................................................165
Bulk Files................................................................................................................................ 165
TQR4 Bulk File Format...................................................................................................165
Enhanced Reconciliation Report............................................................................................168
Data Elements Included in the T5G2/T5G4 Enhanced Reconciliation Report.......168
Generate the Enhanced Reconciliation Report Using the UI..................................... 177
Using Batch Reporting for the Enhanced Reconciliation Report.............................. 179
Non-Migrated Claim Billing Report...................................................................................... 182
Generate a Non-Migrated Claim Billing Report............................................................182

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 customer_support@mastercard.com immediately if they find any report
information to be questionable.
Mastercom Audit Trail

Mastercom reports are divided into the following categories.
Table 33: Audit Trail Reports and Files
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.

Mastercom Reports
Claims Manager Reports
Report/Files Purpose
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.
Reconciliation bulk files Customers can update the data from
Acquirer Fulfillment (T385) files, Issuer
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.

Mastercom Reports
Report Descriptions
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
• Claim Identifier
• Card Number
• Acquirer ICA
• Issuer ICA
• Due Date
• 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.
Report Fields
• Account Number
• ARN
• Amount
• Currency
• Reason Code
• Claim ID
• Processing Date
• Acquirer ICA
• Issuer ICA
• BIN

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.
• 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.
• Chargeback Count
• Representment Count
• Representment Amount
• Arbitration Chargeback Count
• Arbitration Chargeback Amount
• Valid Representments Count
• Valid Representments Amount
• Total Loss Count
• Total Loss Amount

Mastercom Reports
Monthly Retrieval Request Report—Issuer
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.
Fields:
• 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.
Fields:
• Incoming Retrieval
• Responses
• Response with Image
• Chargeback Received
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
• Claim ID
• Chargeback ID
• Account Number
• Acquirer Reference Number
• Currency Code

Mastercom Reports
Closed Claim Report
• Issuer ICA
• Acquirer ICA
• Reason Code
• Clearing Date
• Claim Status
• Fraud Notification Date
• Reversal
Closed Claim Report

The Closed Claim report provides information on claims that were closed at any
stage of the dispute cycle.
Report Fields
• Claim ID
• Record ID
• Account Number
• Acquirer Reference Number
• Write-Off Indicator
• Write-Off Amount
• Write-Off Currency
• Issuer ICA
• Acquirer ICA
• Reason Code
• Clearing Date
• Last Dispute Cycle
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.

Mastercom Reports
Pre-defined Reports
Table 34: Report Descriptions
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

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.
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.

Mastercom Reports
Pre-defined Reports

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

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.

Mastercom Reports
Pre-defined Reports

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

Mastercom Reports
Reconciliation Reporting

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.
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

Mastercom Reports
Executing the Default Configuration Report
– Cycle 1
– Cylce 2
– Cycle 3
– Cycle 4
– Cycle 5
– Cycle 6
– ICA Filter – ICA numbers in the list are based off of the User’s provisioning
not the Company ID level.
– No default is chosen
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.

Mastercom Reports
Fields on the Excel/PDF Report
Fields on the Excel/PDF Report
Table 35: 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
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 DE 50
Code
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 PDS 0148
Exp.
Column U Retrieval Reference Number DE 37
Column V Card Acceptor Business DE 26
Code
Column W Card Acceptor ID DE 42

Mastercom Reports
API Reconciliation Report
Column Label Name Data Element

Column X Card Name/Location DE 43
Column Y Date & Time of Transaction DE 12
Column Z Transaction Originator DE 94
Institution 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
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).
Table 36:
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.

Mastercom Reports
Example Description
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.
Table 37: TQR4 Data Elements
Data Element/
Source Field Name Length 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.)
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

Mastercom Reports
Data Element/
IPM Message Message Reason 4 DE 25
Code
IPM Message Amount Transaction 12 DE 4
IPM Message Amount 12 Sender Amount,
Reconciliation 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 3 DE 50
Currency Code
IPM Message Cardholder Billing 3 DE 51
Currency code
IPM Message Transaction Currency 4 PDS 0148
Exponent
IPM Message Reconciliation 4 PDS 0148
Currency Exponent
IPM Message Cardholder Billing 4 PDS 0148
Currency Exponent
IPM Message Retrieval Reference 12 DE 37
Number
IPM Message Card Acceptor 4 DE 26
Business Code
IPM Message Card Acceptor ID 15 DE 42
IPM Message Card Acceptor 22 DE 43
Name/Location
IPM Message Date & Time of 12 DE 12
Transaction
IPM Message Transaction 11 DE 94
Originator Institution
ID Code
IPM Message Transaction 11 DE 93
Destination
Institution ID Code
Mastercom Transaction Status 7 Success/Fail

Mastercom Reports
Enhanced Reconciliation Report
Data Element/
IPM Message Reason for Rejection 512 Fields in error
Reversal Flag Field Reversal Indicator 1 Data Element/
Name 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 Included in the T5G2/T5G4 Enhanced Reconciliation Report

Data elements that appear in the T5G2/T5G4 enhanced reconciliation report
adhere to the specifications in the Data Element Specifications table shown below.
Table 38: Data Element Specifications
Characters Attribute Justification

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

Mastercom Reports
Characters Attribute Justification

alphabetic (A–Z and a–z), ul Left justified with trailing
numeric, and Unicode special spaces.
characters (including space)
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 39: Data Elements Included in T5G2/T5G4 Enhanced Reconciliation Report
Data
Element Attribut
No Field Name Length ID e Data Element/Details
1 File ID 25 PDS ul0025 File ID identifies a logical
0105 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 Number 8 DE 71 nr0008 The transaction originator

assigns the DE 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.

Mastercom Reports
Data
Element Attribut
3 Claim ID 19 Masterc nr0019 Sender's Claim ID is
om identifier of the Claim this
generat dispute is associated with.
ed
4 Event ID 19 Masterc nr0019 Item ID is identifier of the
om dispute/item raised by the
generat customer.
ed
5 Card Issuer 10 DE 95 nr0010 The issuer assigns a
Reference Data Reference data value when
generating chargeback
messages. It has all zeroes
for single issued Transaction
messages.
6 Acquirer Reference 23 DE 31 nr0023 Acquirer Reference Number
Number is data an acquirer supplies
in an acquirer originated
message that may be
required for an issuer to
return to the acquirer in a
subsequent message.
7 MTI 4 MTI nr0004 Four-digit numeric field
describing the type of single/
dual transaction message
being Interchanged.
8 Primary Account 19 DE 02 al0019 Primary Account Number
Number [PAN] is a series of digits
that identify a customer
account or relationship.
9 Processing Code 6 DE 03 nr0006 Processing Code is a series
of digits that describe the
effect of a transaction on a
customer account and the
type of accounts affected.
10 Function Code 3 DE 24 nr0003 Function Code indicates the
specific purpose of single/
dual message being
Interchanged.
11 Message Reason 4 DE 25 nr0004 Message Reason Code
Code provides the reason selected
by the single/dual message
originator.

Mastercom Reports
Data
Element Attribut
12 Amount, 12 DE 04 nr0012 Amount of funds the
Transaction cardholder 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
Currency Code defines the currency of
Transaction Amount.
14 Transaction 1 Derived ul0001 Transaction Currency
Currency from exponent value appearing in
Exponent PDS PDS 148 subfield associated
0148 with the Transaction
currency code.
15 Amount, Sender’s 12 Masterc nr0012 Sender Amount,
DE 05 without om Reconciliation (same as DE5,
fees generat exclusive of fees).
ed
16 Reconciliation 3 Masterc nr0003 Currency code associated
Currency Code om with Field No. 15 of this
generat table.
ed
17 Reconciliation 1 Derived ul0001 Currency exponent value
Currency from PD associated with Field No. 16
Exponent 0148 of this table.
18 Amount, 12 DE 06 nr0012 Amount, Cardholder Billing is
Cardholder Billing Transaction Amount
Transaction converted to the
issuer’s designated
cardholder billing currency.
19 Cardholder Billing 3 DE 51 nr0003 Cardholder Billing Currency
Currency Code Code defines the currency of
the Cardholder Billing
amount.
20 Cardholder Billing 1 Derived ul0001 Cardholder billing Currency
0148 with the billing currency,
code.

Mastercom Reports
Data
Element Attribut
21 Retrieval 12 DE 37 ul0012 Retrieval Reference Number
Reference Number is a transaction information
document reference number
the card acceptor’s or
designated agent’s system
supplies. The issuer customer
provides the value while
generating the messages.
22 Card Acceptor 4 DE 26 nr0004 Card Acceptor Business
Business Code Code [MCC] classifies the
type of business applicable
to the card acceptor.
23 Card Acceptor ID 15 DE 42 ul0015 Card Acceptor ID Code
identifies the card acceptor
ID assigned by the acquirer.
This field is not applicable for
Retrieval Requests.
24 Card Acceptor 22 DE 43 ul0022 Card Acceptor Name
Name S1 contains the card acceptor
name or ATM owning
institution name. This field is
not applicable for Retrieval
Requests.
25 Date & Time of 12 DE 12 nr0012 Date and Time, Local
Transaction Transaction is the local year,
month, day, and time at
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
Originator Institution ID Code identifies
Institution ID Code the transaction originator
institution.

Mastercom Reports
Data
Element Attribut
27 Transaction 11 DE 93 nr0011 Transaction Destination
Destination Institution ID Code identifies
Institution ID Code the transaction destination
institution.
28 Reversal Flag 1 PDS al0001 This Flag identifies a
0025 S1 message as a reversal of a
previous message. This can
be R or Space.
29* Conversion Rate 8 Masterc nr0008 This identified Conversion
Reconciliation om rate used by clearing system
generat to calculate Sender's
ed Reconciliation amount.
30* Amounts, Original 12 DE 30 nr0012 Original Amount data
S1 element values for First
Presentment/1240
presented in the subfield 1
as per GCMS format -
YYMMDDHHMMSS.
31* Original Amount 3 PDS nr0003 Original Amount Currency
Currency code 0149 S1 Code presented in subfield 1
of PDS 149.
32* Original Amount 1 Derived ul0001 Original Amount currency
0148 with the original transaction
currency code.

Mastercom Reports
Data
Element Attribut
33* Amount, 432 Masterc ul0432 Sender Amount Transaction
Transaction fee om Fee presents all fee amounts
generat associated with a
ed 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 Masterc nr0006 The clearing system date for
om the message in the format -
generat local year, month, day
ed (YYMMDD).
35* Clearing cycle ID 1 Masterc nl0001 Clearing system cycle ID in
om which the message was
generat processed.
ed
36* Transaction 7 Masterc al0007 Success/failure [logged as
Status om either SUCCESS or
generat FAILURE].
ed
37* Amount, 12 Masterc nr0012 Reconciliation Amount in
Reconciliation with om Sender Currency, inclusive of
fees generat fees.
ed
38* Reconciliation 3 Masterc nr0003 Sender Reconciliation
Currency Code om Currency Code associated
generat with Field No. 37 of this
ed table.

Mastercom Reports
Data
Element Attribut
39* Reconciliation 1 Derived ul0001 Reconciliation Currency
Currency from exponent value associated
Exponent PDS with Field No. 38 of this
0148 table.
40* Reason for 5000 Masterc ul5000 Detailed Description of the
Rejection om Rejected record– shown only
generat when there is a Failure.
ed
41* Transaction Life 16 DE 63 ul0016 This element contains the
Cycle ID Banknet Reference number.
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 40: Subfield Information for the Transaction Fee Amount Field
Sub Sub field

Amount, Data Subfield start
field no Transaction fee Type length position Description
1 Clearing System n 2 1 A code in the range 00–99 to
defined Fee Type indicate the fee type.
Code
2 Fee Processing a 2 3 A code that indicates the
Code entity is debited or credited
for this fee amount.
Code Value:
DR = Debit
CR = Credit
3 Fee Settlement n 2 5 Fee Settlement Indicator

Indicator identifies the PDS location
of the settlement service
information applicable to
this fee.
4 Currency Code, n 3 7 The ISO numeric currency
Fee, Transaction code for the Transaction Fee
Amount (subfield 5).

Mastercom Reports
Sub Sub field

Amount, Data Subfield start
field no Transaction fee Type length position Description
5 Amount Fee, n 12 10 The transaction fee amount
Transaction in the calculated currency of
the fee.
6 Currency Code, n 3 22 The ISO numeric currency
Fee, Reconciliation code for the Reconciliation
Fee Amount (subfield 7).
7 Amount, Fee, n 12 25 Fee amount in the
Reconciliation reconciliation currency
(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 41: 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 Code1=0141|00|D0063|002|

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

Mastercom Reports
Generate the Enhanced Reconciliation Report Using the UI
Example Situation Data Populated in Field

Example 2 GCMS rejects a record due to Code1=2219|00|D0025|000|4846|
multiple 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.}

The T5G2/T5G4 enhanced reconciliation report is available through the UI.
About this task
Procedure
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.

Mastercom Reports
Figure 20: Select Report Dropdown Menu
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.
Figure 21: Default

Mastercom Reports
Using Batch Reporting for the Enhanced Reconciliation Report
Figure 22: Custom
5. In the left-hand side of the window, select either PDF or Excel.

The enhanced reconciliation report generates and downloads automatically.
What to do next
Open the report from the downloads folder of your browser.

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.

Mastercom Reports
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.
Table 42: Header for Batch Report
No Field Name Example value Description

1 Name of the Report. Enhanced Business description
Reconciliation Report and version of the
V2 report name.
NOTE: The batch

report contains
27,994 characters
per row in the data
records. Mastercom
is currently
populating only 5778
characters.
2 Date and time 2019-04-24 15:48 Date & Time the

information. CST report was
generated.

Mastercom Reports
No Field Name Example value Description

3 Data Element File Comma separated
Description ID:nr0025,Message list of data elements
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.

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 43: 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.

Mastercom Reports
Generate a Non-Migrated Claim Billing Report
Figure 23: Report Options
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.

Mastercom eStats
Chapter 5 Mastercom eStats

Mastercom has options for using eStat reports.
Mastercom eStats Procedures................................................................................................... 185

Benefits of Mastercom eStats................................................................................................... 185
Order the Mastercom eStats Product................................................................................. 185
Access Mastercom eStats...................................................................................................... 186
Retrieval, Chargeback, and Representment Reports........................................................186
Run eStats Reports.................................................................................................................. 187
Case Filing Reports.................................................................................................................. 188

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.

Mastercom eStats
Access Mastercom eStats
The system will display the Mastercard Connect home page.

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.
Table 44: Retrieval, Chargeback, and Representment Report Descriptions
Report Description
Acquirer Retrieval Requests This report displays the acquirer retrieval
request responses, fulfillment fees, and
document review decisions.
Acquirer First and Arbitration Chargebacks This report displays the total number and
dollar amount of first and Arbitration
Chargebacks with documentation received.
Includes statistics on the average number of
pages sent with each Chargeback.
Acquirer Second Presentments This report displays Second Presentments
sent and Second Presentment support
documentation processed.
Issuer Retrieval Requests This report display issuer responses on
Retrieval Requests, Fulfillment fees, and
document review decisions.

Mastercom eStats
Run eStats Reports
Report Description
Issuer First and Arbitration Chargebacks This report displays the Chargebacks sent
and support documentation processed for
First Chargebacks and Arbitration
Chargebacks.
Issuer Second Presentments This report displays the total number and
dollar amount of the Second Presentments
with documentation received. Includes
statistics on the average number of pages
sent with each.
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 .

Mastercom eStats
Case Filing Reports
Case Filing Reports

Mastercom eStats enables customers to obtain the following reports for Case
Filings.
Table 45: Case Filing Report Descriptions
Report Description
Favored Cases by Case/Filing Status This report includes the total number of
cases (by case type) and the 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 Filing Status This report includes the total number of
cases for the ICA numbers 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.

Mastercom eStats
Case Filing Reports
Report Description
Days Until Cases Closed by Day This report contains the number of cases
closed, by status, for each 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 Code This report contains the total number and
dispute amount of arbitration cases, by
chargeback message reason, by month.

Exiting Mastercom
Chapter 6 Exiting Mastercom

This chapter explains the process of exiting Mastercom and system timeouts.
Exiting Mastercom........................................................................................................................ 191

System Time Out...........................................................................................................................191

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.

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............................................................................................................................................................................. 193

Traditional Flow with Data Elements......................................................................................................................................................193
Claims Manager Work Flows.....................................................................................................................................................................201

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:
Table 46: Traditional Issuer and Acquirer 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)
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)
Figure 24: 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.
Table 47: Sender and Receiver Data Elements
Sender Reconciliation Receiver Reconciliation

TQR4 Itemized Reports TQR4 Itemized Reports
T5G2 Itemized Report T5G2 Itemized Report
Claims Manager Reporting Functionality (Replaces Image Claims Manager Reporting Functionality (Replaces Image
Interface Files) Interface Files)
T385, T386, T387 T385, T386, T387

Figure 25: Mastercom Claims Processor Flow (high level)
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.
Table 48: Processor Data Elements

Table 49: Reconciliation Data Elements
Issuer Reconciliation Acquirer Reconciliation



T5G2 Itemized Reports T5G2 Itemized Reports
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.
Table 50: Manager Report Data Elements

Table 51: Manager Report Reconciliation Data Elements



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.
Table 52: Enhanced Mastercom Platform Data Elements


Table 53: Enhanced Mastercom Platform Reconciliation Data Elements

T385, T386, T387 T385, T386, T387

Claims Manager Work Flows

Samples of Mastercom Claims Manager work flows are identified below.
Figure 26: Claims Manager Process Flow (Financial Example - prior to Collaboration)

Figure 27: 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 DE 2—PAN (may not be the same from the original first presentment; original card could have been
Elements lost or stolen)
and Details: DE 3—Tran Type (20 – return)

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.
Figure 28: Collaboration Voucher Workflow

Figure 29: Pre-Arbitration / Arbitration Case Filing Process Flow

Figure 30: Pre-Compliance / Compliance Case Filing Process Flow

Figure 31: Retrieval Request Workflow

Figure 32: Fee Collection Workflow

Icons
Appendix B Icons
Below are usable icons. There are additional icons specific to Case Filing in the Case Filing
section.
Icons..................................................................................................................................................209

Icons
Icons
Icons
The icons in Mastercom are defined as follows.
Table 54: Icons
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

Icons
Icons
Icon Description
New Claim with no Events.
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

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................................................................................ 212
Acquirer Fulfillment File (T385)..................................................................................................212
Issuer Notification File (T386).................................................................................................... 215
Notification File Record (T387).................................................................................................. 218

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.
Table 55: File Information
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 Org Sys Dst Comments

Name
Message M M Constant—
Type 1644
Identifier
(MTI)
Bit Map, M X M ISO message
Primary format
control data

Notification Files

Name
DE 1 Bit Map, M X M ISO message
Secondary format
control data
DE 2 Primary M M Cardholder
Account account
Number number from
(PAN) the First
Presentment
/1240
DE 12 Date and O C
Time Local
Transaction
DE 22 Point of C C
Service Data
Code
DE 24 Function M M Constant—
Code 603 (retrieval
request)
DE 25 Message M M Retrieval
Reason Code Request
Reason Code
DE 30 Amounts, M M First
Original presentment
amount s1,
s2
DE 31 Acquirer M M From the
Reference First
Data Presentment
/1240
DE 37 Retrieval C C If available
Reference
Number
DE 48 Additional M X M ISO envelope
Data for PDSs
P0148 Currency C C
Exponents
P0149 Currency C C
Codes,
Amounts,
Original

Notification Files

Name
P0228 Retrieval M M Doc Type
Document Requested: 1,
Code 2, or 4
P0243 Mastercom X C s1–s3 for an
Retrieval acquirer
Response fulfillment
Data s1–s8 for an
image review
decision
P0246 Mastercom O C Acquirer

Sender Memo memo
P0248 Mastercom O C
Image Review
Memo
P0249 Mastercom O C Mastercom
Record ID ID number at
the server
P02501 Mastercom O C Sender and
Endpoints receiver
endpoints s1,
s2
P0251 Mastercom O C Doc Type
Fulfillment Sent: 2 or 4
Document
Code
DE 71 Message M X M Message
Number Sequence
Number
DE 93 Transaction M M Acquirer
Destination Member ID
Institution ID
Code
DE 94 Transaction M M Issuer
Originator Member ID
Institution ID
Code
1
NOTE: The P0250 field will remain active in the system.

Notification Files
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.
Table 56: File Information

T386 Variable Production Issuer Notification
File
T389 Variable Test Issuer Notification
File
Issuer Notification File—IPM Format Bulk File Type: T386

Name
Type 1644
Identifier
(MTI)
Primary format
control data
Secondary format
control data
Account account
Number number from
(PAN) the First
Presentment
/1240
DE 12 Date and O C
Time Local
Transaction
DE 22 Point of C C
Service Data
Code

Notification Files

Name
DE 24 Function M M Constant—
Code 603 (retrieval
request)
DE 25 Message M M Retrieval
Reason Code Request
Reason Code
amount s1,
s2
Reference First
Data Presentment
/1240
Reference
Number
Data for PDSs
P0001 PayPass X C
Mapping
Service
Account
Number
P0148 Currency C C
Exponents
P0149 Currency C C
Codes,
Amounts,
Original
Code 2, or 4

Notification Files

Name
P0243 Mastercom X C 1–s5 for an
Retrieval accepted
Data s1–s6 for a
rejected
fulfillment
s1–s8 for an
image review
decision

Sender Memo memo
P0247 Mastercom O O Issuer memo
Receiver
Memo
P0248 Mastercom O C
Image Review
Memo
the server
Endpoints receiver
endpoints s1,
s2
P0251 Mastercom O C Doc Type
Fulfillment Sent: 2 or 4
Document
Code
DE 71 Message M X M Message
Number Sequence
Number
Institution ID
Code
2
NOTE: The P0250 field will no longer be maintained after April 2017, but will remain active
in the system.

Notification Files
Notification File Record (T387)

Name
Institution ID
Code
DE 95 Card Issuer M M Issuer Control
Reference Number/PC
Data

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).
Table 57: Notification File Record (T387)

T387 Variable Production CSD Notification File
T390 Variable Test CSD Notification File
CSD Notification File—IPM Format Bulk File Type: T387

Name
Type 1442 or 1240
Identifier
(MTI)
Primary format
control data
Secondary format
control data

Notification Files

Name
Account account
Number number from
(PAN) the First
Presentment
/1240
DE 4 Amount, M M Amount in
Transaction the First
DE 12 Date and O C
Time Local
Transaction
DE 22 Point of C C
Service Data
Code
DE 24 Function M M 1442 = 450,
Code 451, 453,
4541240 =
205, 282
DE 25 Message M M
Reason Code
amount s1,
s2
Reference First
Data Presentment
/1240
Reference
Number
Data for PDSs
P0001 PayPass X C
Mapping
Service
Account
Number
P0148 Currency C C
Exponents

Notification Files

Name
P0149 Currency C C
Codes,
Amounts,
Original
Code 2, or 4
P0243 Mastercom X C 1–s5 for an
Retrieval accepted
Data s1–s6 for a
rejected
fulfillment
s1–s8 for an
image review
decision
P0244 Mastercom X C
Chargeback
Support
Dates
P0245 Mastercom X C Dates
Sender documentati
Process Date on was
supplied for
Arbitration
Chargeback
Sender Memo memo
P0247 Mastercom O O Issuer memo
Receiver
Memo
the server
Endpoints receiver
endpoints s1,
s2
3
NOTE: The P0250 field will no longer be maintained after April 2017, but will remain active
in the system.

Notification Files

Name
Institution ID
Code
Institution ID
Code
DE 95 Card Issuer M M Issuer Control
Reference Number/PC
Data

Violation Code List
Appendix D Violation Code List

This section contains the Violation Code List for API Compliance Case Filing.
Violation Code List........................................................................................................................ 223

Violation Code List
Violation Code List
Violation Code List

Covered here is the Violation Code List for API Compliance Case Filing.
Table 58: Violation Codes
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 Chargeback Guide
transaction
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 Chargeback Guide
Data
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

Violation Code List
Violation Code List
Description Mastercard Manual

Unsigned Cards Transaction Processing Rules
Obtaining an Authorization Transaction Processing Rules
Auth for Lodging, Cruise Line, & Vehicle Transaction Processing Rules
Rental
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.

Mastercom User Help
Appendix E Mastercom User Help

Contained here are the User Help topics.
Accept Confirmation.....................................................................................................................226
Billing Details..................................................................................................................................226
Chargeback Documents Research.............................................................................................226
Chargeback Receiver Unworked and Worked Views............................................................. 226
Chargeback Sender Unworked...................................................................................................227
Chargeback Summary Research................................................................................................228
Commit Confirmation.................................................................................................................. 229
Create Case Confirmation Window..........................................................................................229
Create Case Window....................................................................................................................229
Debit Chargeback Receiver Unworked and Worked Views.................................................. 229
Debit Chargeback Sender Unworked........................................................................................230
Escalate Confirmation Window.................................................................................................230
Flag Options................................................................................................................................... 230
Reject Confirmation......................................................................................................................231
Retrieval Request Acquirer Unworked.......................................................................................231
Retrieval Request Issuer Unworked........................................................................................... 231
Undo Confirmation....................................................................................................................... 232
Update Status Confirmation......................................................................................................232

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.

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.

Mastercom User Help
Chargeback Sender Unworked
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.
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.
Procedure
Follow this procedure when in the Worked view:
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.
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.

Mastercom User Help
NOTE: You should also run the Chargeback Sender Rejected Items report to see if any
chargebacks sent through GCMS were rejected.
transactions.
6. To view transactions with alerts, move the mouse pointer over the alert icon.
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.
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.

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

Mastercom User Help
Commit Confirmation
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.
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

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.
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.

In the Debit Chargeback Receiver Worked view, you should print a new report
before performing any procedures.

Mastercom User Help
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.

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.
MasterCom Pro Debit Chargeback Sender Processing.
Escalate Confirmation Window

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.

Mastercom User Help
Reject Confirmation
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.

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

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.
transactions.
6. To view transactions with alerts, move the mouse pointer over the alert icon.
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

Mastercom User Help
Undo Confirmation
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.
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.
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.

Mastercom Claims Manager Tutorial Walk-Through
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.....................................................................................................234

Claims Manager Operations (Issuer)........................................................................................235
Claims Manager Operations (Acquirer)................................................................................... 248
Dashboards and Filters................................................................................................................250
Detailed Queue Flows...................................................................................................................254

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.
Figure 33: Mastercard Connect™ Login
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.

Claims Manager Operations (Issuer)
Figure 34: Mastercard Connect™ Home Page
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.

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.

Figure 35: Claims Manager Home Page
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 36: Transaction Summary Search
5. You will get a list of transactions meeting the search criteria.

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 37: Transaction Summary Search Dialog

Figure 38: 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 39: Selected Claim Screen
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 40: Claims Manager Home Screen
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 41: 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 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 42: SAFE Report
The created SAFE report can now be viewed under SAFE report section of the
Dispute events block on the claims tab.
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 43: 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 44: Claim 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.
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 45: 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 46: 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.
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 a 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 47: Enter Chargeback Details, DE 49 (PLN)

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 48: Enter Chargeback Details, DE 49 (EGP)
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
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 49: Fee Collection
Figure 50: Create Fee Collection Message
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.

Claims Manager Operations (Acquirer)
Figure 51: Managing View

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 52: 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.
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.

Dashboards and Filters
Figure 53: Create Representment

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 54: Create New Filter
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 55: Filter Results

Creating a Dashboard
1. Click on Dashboards/Filters tab and then select the New Dashboard option.
2. This will open a dialog box to select dashboard layout gallery. Select a layout
and click Submit.
Figure 56: 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 57: 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 58: Widget Parameters Dialog
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.

Detailed Queue Flows
Figure 59: Claim Creation and Retrieval Request Actions
Figure 60: Chargeback Actions

Figure 61: Case Filing Actions for Claims with First Chargebacks Raised Before 17 July
2020
Figure 62: Case Filing Actions for Claims with First Chargebacks Raised On or After 17 July
2020

Mastercom Exception Processing
Appendix G Mastercom Exception Processing

In some cases, issuers and processors may encounter claims that require exceptional
processing.
Collaboration Missing Merchant Refund Process...................................................................257

Refund Process When Issuer Still Has Chargeback Rights for the Claim....................257
Refund Process When Chargeback Rights Have Lapsed For the Claim...................... 257
Determine Missing Merchant Refund Status..................................................................... 257
Billing Event Details................................................................................................................. 258
Collaboration Merchant Voucher Processing.......................................................................... 258
Identifying a Chargeback with a Voucher........................................................................... 258
Issuer Responses to Voucher Acknowledgment Message............................................... 260
Accepting the Voucher........................................................................................................260
Declining the Voucher Manually........................................................................................260
Allowing the System to Decline the Voucher Automatically......................................261
Accept or Decline a Voucher...................................................................................................261


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.
API users should refer to Mastercard Developer Zone for more details.
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.
For more information about 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™.
Determine Missing Merchant Refund Status

An acquirer can determine whether an issuer created a chargeback as the result of
a missing merchant refund.
Procedure
1. Open the Acquirer First CB Unworked queue.

Billing Event Details
2. Double-click the relevant claim.

3. Locate the chargeback under Dispute Events.
4. Click View Details for the chargeback.
5. View the Collaboration Result field.
Figure 63: Collaboration Result Field
Results
The status for the Collaboration Result field displays Refund Not Received if the
chargeback was the result of a missing merchant refund. The Collaboration Result
field is empty otherwise.
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.
Collaboration Merchant Voucher Processing

Collaboration allows a merchant to provide a voucher to a cardholder and notify
the issuer. By offering the voucher and notifying the issuer, a merchant presents
the issuer with an alternative to proceeding with the first chargeback. Issuers can
then accept the voucher for the claim, decline the voucher for the claim manually,
or decline the voucher for the claim automatically.
Identifying a Chargeback with a Voucher

Issuers can locate first chargebacks with voucher acknowledgments in the Rejects
queue in Claims Manager.
NOTE: The chargeback is not rejected when a merchant sends an issuer the voucher
acknowledgment message. The issuer still has the ability to send a first chargeback
manually or automatically.

Identifying a Chargeback with a Voucher
Identifying a Chargeback with a Voucher in the Rejects Queue

In the Rejects queue, any claim that contains a first chargeback with a voucher
acknowledgment appears with a Credit Voucher Provided status in the
Collaboration Status column. By default, the Rejects queue displays claims with
the closest response due date at the top. Click the Collaboration Status column
header to sort the claims with a Credit Voucher Provided status to the top of the
queue.
Figure 64: Chargeback with Voucher in the Rejects Queue
Identifying a Chargeback with a Voucher in a Claim

After opening the claim and viewing Dispute Events, an issuer can also see the
Credit Voucher Provided status for the first chargeback.
Figure 65: Chargeback with Voucher in a Claim
In addition, if the issuer clicks View Details for the first chargeback, references to
the voucher appear in two fields:
• The Status field contains a Credit Voucher Provided status
• The Reject Reason field contains a 5001 reason code
Figure 66: Details of Chargeback with a Voucher

Issuer Responses to Voucher Acknowledgment Message
Identifying a Chargeback with a Voucher in a Report

After clicking Reports > Generic > Rejected Claims to generate a Rejected Claims
report, an issuer can identify chargebacks with vouchers by sorting the report's
Reject Reason Code column for the 5001 reason code.
Issuer Responses to Voucher Acknowledgment Message

When a merchant sends the issuer a voucher acknowledgment message, the issuer
has three options:
• Accept the voucher using the Mastercom user interface (UI) or application
programming interface (API)
• Decline the voucher manually using the Mastercom UI or API
• Allow the system to decline the voucher automatically after four days if the
issuer takes no action
Accepting the Voucher

After the merchant sends the issuer a voucher acknowledgment message, the
issuer can accept the voucher if the issuer decides the voucher meets the
cardholder's needs.
When the issuer accepts the voucher, the chargeback remains in a paused state
until chargeback rights to the claim expire. The claim appears in the Issuer Worked
queue in Claims Manager with a Credit Voucher Accepted status in the
Collaboration Status column.
If the issuer later decides that the voucher does not meet the needs of its
cardholder, the issuer may decline the voucher after previously accepting. Declining
automatically sends the first chargeback for processing. The issuer retains the
option to decline the voucher and send the first chargeback as long as the first
chargeback is within normal timeframe requirements specified in the Chargeback
Guide.
Declining the Voucher Manually

After the merchant sends the issuer a voucher acknowledgment message, the
issuer can decline the voucher and proceed with the first chargeback if the issuer
decides the voucher does not meet the cardholder's needs.
If the issuer declines the voucher on behalf of its customer, the system sends the
first chargeback for processing as usual. The issuer can then view the claim in the
Issuer Worked queue.
The rest of the dispute cycle proceeds as usual.
NOTE: Once the issuer has declined the voucher, the option to accept the voucher is no
longer available.

Allowing the System to Decline the Voucher Automatically
Allowing the System to Decline the Voucher Automatically

If the issuer takes no action to accept the voucher, the system automatically sends
the first chargeback for processing four days after the issuer receives the voucher
acknowledgment message. The issuer can then view the claim in the Issuer Worked
queue.
The rest of the dispute cycle proceeds as usual.
Accept or Decline a Voucher

An issuer can accept or decline a voucher that a merchant offers.
About this task

During the time that the first chargeback is paused due to the merchant's offer of
a voucher, the issuer can take action on the voucher.
Procedure
1. Click Claims Manager.
The Claims Manager view opens.
2. Open the relevant queue by choosing one of the following:
– If the issuer has not yet taken action on the voucher, open the Rejects queue.
– If the issuer has accepted the voucher but has decided to take further action
and decline, open the Issuer Worked queue.
The queue displays a list of claims.
3. Open the relevant claim that contains the voucher by double-clicking the claim.
To sort the Rejects queue by claims with vouchers and the Issuer Worked queue
by claims with accepted vouchers, click the Collaboration Status column
header.
4. Click Apply Action.
– To accept the voucher, click Accept Credit Voucher.
– To decline the voucher, click Decline Credit Voucher.
The option to accept or decline the voucher are available at both the claim level
and the dispute event level.
Figure 67: Accept or Decline Voucher

Accept or Decline a Voucher
5. When the Accept Credit Voucher or Decline Credit Voucher window opens, click
Submit to confirm.
Results
The claim moves to the Issuer Worked queue.
• If the issuer accepted the voucher, the Collaboration Status column for the
claim shows Credit Voucher Accepted. The issuer can still take further action on
the claim.
• If the issuer declined the voucher, the Collaboration Status column for the claim
shows no status. The system sends the first chargeback for processing.

Notices
Notices
Following are policies pertaining to proprietary rights, trademarks, translations,
and details about the availability of additional information online.
Proprietary Rights
The information contained in this document is proprietary and confidential to Mastercard
International 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.
Trademarks
Trademark notices and symbols used in this document reflect the registration status of
Mastercard 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 United States.
All third-party product and service names are trademarks or registered trademarks of their
respective owners.
Disclaimer
Mastercard makes no representations or warranties of any kind, express or implied, with
respect to the contents of this document. Without limitation, Mastercard specifically disclaims
all representations and warranties with respect to this document and any intellectual property
rights subsisting therein or any part thereof, including but not limited to any and all implied
warranties of title, non-infringement, or suitability for any purpose (whether or not Mastercard
has been advised, has reason to know, or is otherwise in fact aware of any information) or
achievement of any particular result. Without limitation, Mastercard specifically disclaims all
representations and warranties that any practice or implementation of this document will not
infringe any third party patents, copyrights, trade secrets or other rights.
Translation
A translation of any Mastercard manual, bulletin, release, or other Mastercard document into a
language other than English is intended solely as a convenience to Mastercard customers.
Mastercard provides any translated document to its customers “AS IS” and makes no
representations or warranties of any kind with respect to the translated document, including,
but not limited to, its accuracy or reliability. In no event shall Mastercard be liable for any
damages resulting from reliance on any translated document. The English version of any
Mastercard document will take precedence over any translated version in any legal proceeding.
Information Available Online

Mastercard provides details about the standards used for this document—including times
expressed, language use, and contact information—on the Publications Support page available
on Mastercard® . Go to Publications Support for centralized information.


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Mastercom User Guide

Summary of Changes, 28 July 2020.............................................................. 10

Chapter 1: About Mastercom............................................................................12

Chapter 2: Mastercom System.........................................................................18

Chapter 3: Mastercom Application ...............................................................26

©2013–2020 Mastercard. Proprietary. All rights reserved.

Create a Retrieval Request................................................................................48

©2013–2020 Mastercard. Proprietary. All rights reserved.

IIAS Acquirer Response Codes..................................................................... 76

©2013–2020 Mastercard. Proprietary. All rights reserved.

Substitute Draft for Contactless Transit Transaction...................... 95

©2013–2020 Mastercard. Proprietary. All rights reserved.

©2013–2020 Mastercard. Proprietary. All rights reserved.

Pre-arbitration and Arbitration Cases.................................................... 144

Chapter 4: Mastercom Reports......................................................................152

©2013–2020 Mastercard. Proprietary. All rights reserved.

Chapter 5: Mastercom eStats........................................................................ 184

Chapter 6: Exiting Mastercom........................................................................190

Appendix A: Mastercom Process Flows.....................................................192

Appendix B: Icons .................................................................................................. 208

Appendix C: Notification Files........................................................................ 211

Appendix D: Violation Code List.................................................................... 222

Appendix E: Mastercom User Help............................................................... 225

©2013–2020 Mastercard. Proprietary. All rights reserved.

Appendix F: Mastercom Claims Manager Tutorial Walk-

Appendix G: Mastercom Exception Processing..................................... 256

©2013–2020 Mastercard. Proprietary. All rights reserved.

Summary of Changes, 28 July 2020

Table 1: Summary of Changes

Description of Change Where to Look

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Description of Change Where to Look

©2013–2020 Mastercard. Proprietary. All rights reserved.

Chapter 1 About Mastercom

©2013–2020 Mastercard. Proprietary. All rights reserved.

Mastercom provides many benefits, including the following:

©2013–2020 Mastercard. Proprietary. All rights reserved.

©2013–2020 Mastercard. Proprietary. All rights reserved.

• Dispute Integration Advisories (Dispute Resolution feature only)—notifies users

Table 2: System Requirements

©2013–2020 Mastercard. Proprietary. All rights reserved.

Supported document file types • PDF

©2013–2020 Mastercard. Proprietary. All rights reserved.

©2013–2020 Mastercard. Proprietary. All rights reserved.

Chapter 2 Mastercom System

Preparing for the Mastercom System.........................................................................................19

©2013–2020 Mastercard. Proprietary. All rights reserved.

Preparing for the Mastercom System

Accessing Mastercom from Mastercard Connect

About this task

©2013–2020 Mastercard. Proprietary. All rights reserved.

Existing Mastercom customers should go to Mastercard Connect™

Possible Role Combinations

Table 3: Mastercom Hosted Role Group

Role Description Notes

Mastercom Hosted Grants access to legacy All Mastercom Hosted users

©2013–2020 Mastercard. Proprietary. All rights reserved.

Table 4: Mastercom Pro Role Group

Role Description Notes

Mastercom Pro Grants access to enhanced

About this task

©2013–2020 Mastercard. Proprietary. All rights reserved.

NOTE: Existing users should click Edit instead of Order.