Defend Basic

Flow Chart

Retrieval Request

  1. Assembly may receive a Retrieval Request prior to receiving a Chargeback. At this stage, the Cardholder is just requesting for information and no actual Chargeback is filed.
  2. Assembly will place the Purchaser in a Held state in our platform.
  3. Assembly will notify you of the Retrieval Request via email. You will need to review the case and provide us with the documents required if you wish to fulfil your customer's request for information or simply accept the case if you acknowledge that the dispute is valid, which may and in most cases will escalate to a First Chargeback.
  4. If you decide to fulfil the request, Assembly will forward your response to our Acquiring bank. In case that your response satisfies the Cardholder, the Retrieval Request will be fulfilled thus, ends the dispute process however, if the documents provided did not satisfy the request, Cardholder may and in most cases will escalate to a First Chargeback.
  5. In the event that you are unable to fulfil the request, or you acknowledge that the dispute is valid, Assembly will accept the dispute and will wait for the outcome. In most cases, accepting Retrieval Requests would escalate to a First Chargeback and will subsequently lose the case.

First Chargeback

  1. The First Chargeback may either be lodged due to an escalation by the Cardholder or the Issuer from a Retrieval Request that was not fulfilled or has bypassed the Retrieval Request and successfully filed the case as a Chargeback. Either way, Assembly will send you a notification in order to resolve the dispute.
  2. Assembly will attempt to debit the Chargeback cost (Transaction value plus the Chargeback fee) from your Merchant’s account. If we are unsuccessful, we will debit you of the amount.
  3. Assembly will represent the Chargeback should you decide to resolve the dispute by sending us your rebuttal and documents to prove your claim otherwise, we will accept the dispute and subsequently lose the Chargeback case.
  4. Should the representment satisfy the dispute, the First Chargeback will turn in your favour, thus ends the dispute process. Assembly will credit you with the transaction amount.
  5. If the Cardholder continues to dispute the case, the Chargeback will now escalate to a Second Chargeback/Pre-Arbitration. Note: Visa has shortened the cycle for Chargebacks that are filed under Fraud and Authorisation dispute category. This process is known as Allocation. Your representment to a Chargeback with a fraud or authorisation reason code will serve as a Pre-Arbitration that is filed against the Cardholder or the Issuer. If the Cardholder or the Issuer declines your representment, the case will escalate to an Arbitration.

Second Chargeback / Pre-Arbitration

  1. Once a Second Chargeback / Pre-Arbitration is received, Assembly will again send you an email notice. You need to carefully review the case and decide whether you will enter in an Arbitration. Please note that there are higher costs involved when you lose in an Arbitration.
  2. If you wish not to enter in an Arbitration, we will accept the case which will turn in a loss. Otherwise, you will need to provide your rebuttal and supporting documents if you wish to raise the dispute to the Card Scheme, and we will reject the Second Chargeback / Pre-Arbitration and submit your representments. The Second Chargeback / Pre-Arbitration will now escalate to Arbitration.

Arbitration

  1. Once an Arbitration is received, Assembly will send you a notification in order for you to respond and provide additional documents to be forwarded to the Card Scheme.
  2. If you decide to accept the case or if we receive no response on your end within the specified respond-by-date, we will accept the case, which will turn in a loss. However, please note that there are higher costs involved when you lose in an Arbitration.
  3. If you decide to present your claim, Assembly will forward your rebuttal and relevant documents to the Card Scheme.
  4. At this final stage, the Card Scheme will provide ruling on which party wins or lose the case.

Defend Plus

Flow Chart

Retrieval Request

  1. Assembly may receive a Retrieval Request prior to receiving a Chargeback. At this stage, the Cardholder is just requesting for information and no actual Chargeback is filed.
  2. Assembly will place the Purchaser in a Held state in our platform.
  3. Assembly will do a manual review to determine whether the transaction is fraudulent. If so, Assembly will ban the Purchaser and any associated users in our Platform.
  4. Assembly will notify you of the Retrieval request via email with our recommendation and specified requirements needed in order to fulfil the cardholder's request for information.
  5. Should you decide to fulfil the request by providing rebuttal and evidences, Assembly will review and ensure that the provided information is sufficient otherwise, we may request for additional documents in order to fulfil the Retrieval Request.
  6. In the event that you are unable to provide us with the requested documents, we will accept the Retrieval Request which in most cases will escalate to a First Chargeback and will subsequently lose the case.
  7. If the documents provided can fulfil the request, Assembly will forward your response, and if it satisfies the Cardholder, the Retrieval Request will be fulfilled thus, ends the dispute process. However, if the documents provided did not satisfy the dispute, Cardholder may and in most cases will escalate to a First Chargeback.
  8. In the event that you are unable to fulfil the request, or you acknowledge that the dispute is valid, Assembly will accept the dispute and will wait for the outcome. In most cases, accepting Retrieval Requests would escalate to a First Chargeback and will subsequently lose the case.

First Chargeback

  1. The First Chargeback may either be lodged due to non-fulfilment or provided information did not satisfy the Cardholder on a Retrieval Request, or the Cardholder or the Issuer has bypassed the Retrieval Request and has successfully filed the case as a Chargeback. Assembly will review the case and send you an email notice to provide you with our recommendation and specify the requirements needed in order to remedy Chargeback case.
  2. Assembly will attempt to debit the Chargeback cost (Transaction value plus the Chargeback fee) from your Merchant’s account. If we are unsuccessful, we will debit you of the amount.
  3. Assembly will review and ensure that the evidences you've provided are sufficient otherwise, we may request for additional documents in order to remedy the Chargeback. In the event that you are unable to provide us with sufficient documents, we will accept the Chargeback, which in most cases will turn in a loss.
  4. If the documents provided can represent or remedy the Chargeback case, Assembly will forward your response to our Acquiring bank. If the documents provided satisfies the Cardholder, the Chargeback will be represented thus, ends the dispute process. Assembly will credit you with the transaction amount. However, if the documents provided did not satisfy the dispute, the Chargeback may and in most cases will turn in a loss.
  5. In the event that the Cardholder is not satisfied with the representment and continues to dispute the case, the Chargeback will now escalate to a Second Chargeback/Pre-Arbitration.Note: Visa has shortened the cycle for Chargebacks that are filed under Fraud and Authorisation dispute category. This process is known as Allocation. Your representment to a Chargeback with a fraud or authorisation reason code will serve as a Pre-Arbitration that is filed against the Cardholder or the Issuer. If the Cardholder or the Issuer declines your representment, the case will escalate to an Arbitration.

Second Chargeback / Pre-Arbitration

  1. Once a Second Chargeback / Pre-Arbitration is received, Assembly will review the case and send you an email notice to provide you with our recommendation and specify the requirements needed to reject the Pre-Arbitration and enter in an Arbitration. Please note that there are higher costs involved when you lose in an Arbitration.
  2. Should you decide to not enter in an Arbitration, we will accept the case which will turn in a loss. However, if wish to raise the dispute to the Card Scheme, we will reject the Second Chargeback / Pre-Arbitration and will provide your representments. The Second Chargeback / Pre-Arbitration will now escalate to Arbitration.

Arbitration

  1. Once an Arbitration is received, we will send you with our recommendation and specify the requirements needed to present to the Card Scheme.
  2. If you decide to accept the case or if we receive no response on your end within the specified respond-by-date, we will accept the case, which will turn in a loss. However, please note that there are higher costs involved when you lose in an Arbitration.
  3. If you decide to present your claim, Assembly will forward your rebuttal and relevant documents to the Card Scheme.
  4. At this final stage, the Card Scheme will provide ruling on which party wins or loses the case.

Defend Premium

Flow Chart

Retrieval Request

  1. Assembly may receive a Retrieval Request prior to receiving a Chargeback. At this stage, the Cardholder is just requesting for information at this stage and no actual Chargeback is filed.
  2. Assembly will place the Purchaser in a Held state in our platform.
  3. Assembly will do a manual review to determine whether the transaction is fraudulent. If so, Assembly will ban the Purchaser and any associated users in our Platform.
  4. Assembly will notify you via email of our resolution. If we decide to represent the case, we may request from you certain piece of evidences required for us to fulfil the cardholder's request for information and will only be requesting what we cannot collect ourselves through our system. If we deem that the dispute is valid, we will accept the Retrieval Request which in most cases will escalate to a First Chargeback and subsequently lose the case.
  5. Assembly will review and ensure that the evidences you've provided are sufficient otherwise, we may request for additional documents in order to fulfil the Retrieval Request. In the event that you are unable to provide us with sufficient documents, we will accept the Retrieval Request which in most cases will escalate to a First Chargeback.
  6. If the documents provided can fulfil the request, Assembly will submit a response, and if it satisfies the Cardholder, then the Retrieval Request will be fulfilled thus, ends the dispute process. However, if the documents provided did not satisfy the dispute, Cardholder may and in most cases will escalate to a First Chargeback.

First Chargeback

  1. The First Chargeback may either be lodged due to non-fulfilment or provided information did not satisfy the Cardholder on a Retrieval Request, or the Cardholder or the Issuer has bypassed the Retrieval Request and has successfully filed the case as a Chargeback. Assembly will review the case and send you an email notice to provide you with our recommendation and specify the requirements needed in order to remedy Chargeback case.
  2. Assembly will do a manual review to determine whether the transaction is fraudulent. If so, Assembly will ban the Purchaser and any associated users in our Platform. If the First Chargeback was raised due to non-fulfilment on a Retrieval Request, Assembly will review the case and decide based on the results from the Retrieval Request.
  3. Assembly will notify you via email of our resolution. If we decide to represent the case, we may request certain piece of evidences required for us to fulfil the cardholder's request for information and will only be requesting what we cannot collect ourselves through our system. If we deem that the dispute is valid, we will accept the Chargeback which will turn in a loss.
  4. Assembly will review and ensure that the evidences you've provided are sufficient otherwise, we may request for additional documents in order to remedy the Chargeback. In the event that you are unable to provide us with sufficient documents, we will accept the Chargeback, which in most cases will turn in a loss.
  5. If the documents provided can remedy the Chargeback, Assembly will represent the case, and if it satisfies the Cardholder, the Chargeback will be represented thus, ends the dispute process. However, if the documents provided did not satisfy the dispute, the Chargeback may and in most cases will turn in a loss.
  6. In the event that the Cardholder is not satisfied with the representment and continues to dispute the case, the Chargeback will now escalate to a Second Chargeback/Pre-Arbitration.Note: Visa has shortened the cycle for Chargebacks that are filed under Fraud and Authorisation dispute category. This process is known as Allocation. Your representment to a Chargeback with a fraud or authorisation reason code will serve as a Pre-Arbitration that is filed against the Cardholder or the Issuer. If the Cardholder or the Issuer declines your representment, the case will escalate to an Arbitration.

Second Chargeback / Pre-Arbitration and Arbitration

  1. Once a Second Chargeback / Pre-Arbitration is received, Assembly will decide if a case should enter in an Arbitration.
  2. Should we decide not to enter in an Arbitration, we will accept the case which will turn in a loss. Otherwise, we may request from you to provide additional information and documents to reject the case thus, escalates to an Arbitration.

Arbitration

  1. Once an Arbitration is received, Assembly may request from you additional information and documents to help us with our rebuttal to be submitted to the Card Scheme.
  2. At this final stage, the Card Scheme will provide ruling on which party wins or lose the case.
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