Overview
Intake users will have many actions available to them on open claims. To train learners on these actions, we need to prepare an open claim.
How-To
Step 1: Open the Quality claim you’ve created
Use the Search bar to locate the Quality claim by entering the claim ID
Step 2: Send a correspondence to the account holder
It’s important to show learners the different letters they will find when accessing the correspondence history.
Access the Communication hub from the Case Tools
Click the Send New Letter button
Select Additional Information from the Which letter would you like to send? drop-down
Use the calendar to select 10 calendar days from today under the Response Required by Date
Click the Modify Table button
Click on a dispute
Click the Done button
Click the box under Find Existing Content then press the down arrow on your keyboard
Click on “Have you requested a refund? What was the merchant's response?”
Click the Send Letter button
The letter has been generated and will process within 15 minutes
Step 3: Place a note on the claim
Place a note on the claim that can be reviewed in training.
Access the Notes hub in the Case Tools
Enter the following in the Subject line:
Need Additional Info for Dispute ending in <last 4 digits of dispute ID>Enter the following in the Note box:
Sent Additional Information letter, need to know if the accountholder requested a refund, set response date to <response date>Update Visibility to Contact Center
Click the Add button
The note has been added to the claim
Step 4: Upload a document
It’s best that we demonstrate how to access case attachments and have an example prepared for learners to interact with. This tool is available for intake users in the Case Status Widget, too.
Click Attach New in the Attachments section
Click the Select Files button to open a windowed browser into your machine
Upload a fake receipt for the purchase (you may create on using this site)
Enter Receipt into the Name box
Ensure Category reflects Accountholder
Update Visibility to Contact Center
Click the Attach button
The file is now attached
