Optimization Protection

Pre-arbitration

Pre-arbitration is the next stage of escalation in the dispute lifecycle after you challenge a chargeback and the issuer rejects the representment. Pre-arbitration gives you another opportunity to evaluate the dispute, review supporting evidence, and determine the next step before the case progresses through the payment network process. Each pre-arbitration case is represented by a separate dispute record that references the preceding related dispute.

As part of J.P. Morgan's dispute management services, the dispute team evaluates pre-arbitration cases using payment network rules, dispute expertise, available evidence, and the supporting information you provide. The dispute team requests additional documentation or clarification when needed to facilitate a thorough review. The Dispute Management API lets you monitor pre-arbitration cases and provide supporting documentation throughout the review process. The API and associated notifications communicate resolution updates and outcomes as the case progresses through the dispute lifecycle.

Availability

Pre-arbitration support through the Dispute Management API is available for supported dispute processing in Australia and for card-present disputes in Europe. For all other regions and transaction types, manage pre-arbitration cases and communications through existing processes and channels with J.P. Morgan Disputes Operations. Contact your relationship manager for more information.

Pre-arbitration state machine

The following state machine diagram shows the disputeStatus transitions for a pre-arbitration case.

Pre-arbitration responses include the disputeStatus, outcome, and responseDueDate fields.

The following sections describe the permitted values for each field:

Pre-arbitration status types

Pre-arbitration status types
Dispute status type	Description	Potential next status type
`NEW`	The pre-arbitration case was received.	`NEEDS_RESPONSE` `CLOSED`
`NEEDS_RESPONSE`	The dispute team has requested additional documentation, clarification, or supporting information to assist with the case review.	`CHALLENGED_MERCHANT` `ACCEPTED` `EXPIRED` `CLOSED`
`ACCEPTED`	You accepted liability.	End of dispute cycle
`CHALLENGED_MERCHANT`	You submitted the requested information to support the pre-arbitration review.	`CLOSED`
`CLOSED`	Pre-arbitration review and processing are complete.	End of dispute cycle
`EXPIRED`	The response deadline passed before you submitted the requested information.	End of dispute cycle

Pre-arbitration outcome types

Pre-arbitration outcome types
Dispute outcome type	Description
`PENDING`	The pre-arbitration review is in progress.
`LIABILITY_CONTESTED`	Liability remains disputed. You challenged the pre-arbitration case, and the case has advanced for additional review.
`LIABILITY_CONFIRMED`	The dispute team confirmed your liability, and you remain responsible for the disputed amount.

Tip

The outcome field reflects the disposition of the pre-arbitration case. It does not necessarily represent the final financial resolution of the dispute.

To determine the final financial disposition, refer to the outcome field on the related chargeback case. This field represents the final determination of liability and any associated movement of funds.

Pre-arbitration response due date

For pre-arbitration cases, responseDueDate is populated only when the J.P. Morgan Disputes Operations support team requests additional information and the case transitions to NEEDS_RESPONSE. If no action is required and the case has not transitioned to NEEDS_RESPONSE, responseDueDate is null.

Pre-arbitration operations

Overview