Mastercard Collaboration is a process that allows issuers and merchants to communicate about disputes before they escalate to chargebacks. It enables merchants to issue refunds or provide clarification during the inquiry phase. This can prevent a formal chargeback from being filed — saving time, fees, and ratio impacts. Collaboration is supported by most acquirers and is part of Mastercard’s chargeback management framework.

Using collaboration tools helps reduce your chargeback ratio and resolve issues more efficiently. AltoPay integrates Mastercard Collaboration into its dispute workflows to ensure quick and consistent responses. Reviewing your response rates and resolution outcomes can help optimize how and when you engage with the process.