Overview
The Summary Screen summarizes the case by laying out the claim amount, disputed activity, and the account holder's contact channel and address. This is our last opportunity to use the Back button to update the case. Once we click the Submit button, the claim will be finalized.
How-To
Review the disputed activity
Users should read the following to the account holder, "You are disputing <number of disputes> transaction(s) for a total of $<claim amount> <currency>." then list the disputed charges and their amounts.
Note that the temporary authorizations will be separated from the posted transactions if disputed. This is because pending charges can post for a different amount. For example, if you go to a restaurant and pay $50 for the meal and leave a $15 tip, the authorization may come through as $50 but will later post as $65.
Users should read the following to the account holder, "You are disputing the following pending transaction(s)" then list the disputed authorizations and their amounts.
Review the account holder's contact method and address
Users should read the following to the account holder, "If we need to contact you, it will be at this address: <address>..."
QFD will pull in the account holder's email address or physical address, depending on your firm's configuration.
Users can update the contact channel and address using the Other Actions button in the account holder's details section.
Any changes made here will remain local to just this claim, so if the account holder's profile needs to be updated in the CRM, that will need to be completed separately.
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Overrides
There are several overrides that can be enabled based on client preference. Defer to your firm's configurations to know if intake users will have any or all of these overrides available to them. For additional details on overrides, click here.
Withold Provisional Credit
This override allows users to determine if auto-provisional credit should not be issued through QFD automation. This will force a manual Provisional Credit Review assignment in the back-office.
Override Contact Date
This override allows users to change the contact date which defaults to the claim creation date. This function is valuable when handling a mailed-in or emailed-in claim that needs to be backdated to the letter or email date.
Select "Yes" to update the contact date. This will impact regulatory timelines so users should know when to use this function based on internal best practices. Provide the reason for changing the contact date. The new date must be between:
- The earliest transaction date of the disputed charges on the claim and
- Today's date.
Credit Bureau Reporting
This override will only appear for back-office users and managers, and will only display on credit card disputes if enabled. This will impact regulatory timelines so users should know when to use this function based on internal best practices.
If both questions are answered "Yes" then the claim must be resolved in 30 days instead of 2 full statement cycles.
