Regulatory timelines and provisional credit obligations are fully preserved regardless of the Merchant Collaboration outcome.
Merchant Collaboration in dispute flow
Merchant Collaboration adds an optional resolution step between dispute case creation and submission of a chargeback to the card network. For programs enrolled in CDRN, an eligibility check is inserted into the standard dispute flow after a dispute case is created. If the case is eligible, it is submitted to Verifi, which notifies the merchant directly, before any chargeback is submitted to the card network. The merchant has a defined SLA window to respond. The following are the possible paths through Merchant Collaboration:- Merchant accepts: The merchant issues a refund. The case is closed and no chargeback is submitted to the card network.
- Merchant declines or does not respond within the SLA: The case automatically proceeds through the standard chargeback flow with no change to regulatory timelines or cardholder experience.
How Merchant Collaboration works
Marqeta handles all API integration with Verifi. No changes are required to how disputes are submitted by cardholders or via Dispute Portal.Eligibility check
When a dispute case is created, the system evaluates the program configuration, merchant participation, dispute reason code, and transaction amount to determine whether the case is eligible for Merchant Collaboration routing.
CDRN submission
If eligible, the case is submitted to Verifi.
The case enters the
MERCHANT_COLLABORATION status.Merchant response
Verifi contacts the merchant.
Marqeta polls for a merchant response every 15 minutes.
The merchant has a defined SLA window to respond.
Case states for Merchant Collaboration
CDRN introduces a distinct case status within the standard dispute case state model. The following table describes the states relevant to Merchant Collaboration.| State | Description |
|---|---|
MERCHANT_COLLABORATION | The case has been submitted to Verifi and is awaiting a merchant response. |
CLOSED | The merchant accepted and issued a refund. The case is closed without a chargeback. |
OPEN | The merchant declined or did not respond within the SLA window. The case has returned to the standard chargeback flow. |
Webhooks
Marqeta sends webhook events as a case moves through the Merchant Collaboration flow.A refund issued through CDRN is not recorded as a related transaction to the original dispute.
| Transition | Description |
|---|---|
MERCHANT_COLLABORATION | Case transitions to this state when the case is submitted to Verifi for merchant review. |
CLOSED | Case transitions to this state when the merchant accepts and issues a refund. The case is closed with no chargeback. |
OPEN | Case transitions to this state when the merchant declines or the SLA window expires. The case re-enters the standard chargeback flow. |
What changes for your program
Marqeta handles all integration with Verifi CDRN. The following aspects of the dispute process remain unchanged:- How disputes are submitted by cardholders or via Dispute Portal.
- Regulatory timelines and provisional credit obligations.
The following case types are not eligible for Merchant Collaboration routing:
- ACH and non-card transactions.
- Cases that have already been submitted to the card network.