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Overview

The Actions drop-down empowers users to interact with the case, offering a range of options that differ based on the configuration and the current stage of the claim in its lifecycle. Use an open example claim to review the choices in the Actions drop-down. 


How-To

Add Transactions

Users can add disputed transactions to the claim if enabled. This feature is saves the user time and effort because they will not need to create a new claim. Review internal guidelines to let the users know when a transaction should be added versus when a new claim needs to be created. 

Transactions cannot be added when:

  • This configuration is not enabled
  • The case has been resolved
  • The disputed transaction being added has a different regulatory deadline
  • The disputed transaction being added is a different product
  • Recovery has been pursued

Review this page to walk through the Add Transactions workflow. Use an open case that has not been recovered on to demo this process. See the fraud example below.

Expand

Fraud card secure claim

Account holder calls in to report an additional unauthorized charge

Add it, done!Change contact date and done!

How to Add Transactions

  1. Access the open card secure claim example that was created following this page

  2. Review the Responses node which will reflect the Review New Attachment task
    Image Added

  3. Click the Review New Attachment button

  4. Click the Request to Add Transaction to Claim link

  5. A pop-up window will appear and reflect the following note:
    Account holder called in to request to add the <merchant name> charge for <amount> on <transaction date>. This charge is also fraudulent.

  6. Click the Apply button

  7. Click the Process Actions button

  8. Click the Actions button
    Image Added

  9. Select Add Transactions

  10. Locate the transaction indicated in the Review New Attachment task 

  11. Select the transaction
    Image Added

  12. Click the Submit button

  13. The new dispute may be in the Enrichment nodeImage Added

  14. QFD will spin up the Added Transactions/Additional Disputes letterImage Added

  15. The process is complete



Contact Date Override

Users can change the contact date if enabled. Adjusting this date will impact the regulatory deadlines so it's imperative to discuss when to use this function with learners. This function is optional, so review your configuration to know whether this is relevant to your portal. 

Review this page to walk through the Contact Date Override workflow. Use an open case that has not been recovered on to demo this process. See the non-fraud example below.

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Quality claim

Place a note on the claim as an intake user saying this claim was created by letter and needs to be backdated to <date>

Review the Responses node

How to Override the Contact Date

  1. Access the open quality claim example that was created following this page

  2. Review the Responses node which will reflect the Review New Attachment task
    Image Added

  3. Click the Review New Attachment button

  4. Click the Claim was Mailed In link

  5. A pop-up window will appear and reflect the following note:
    Contact date needs to be updated to <3 business prior to today's date> to match the letter date.

  6. Click the Apply button

  7. Click the Process Actions button

  8. Click the Actions button
    Image Added

  9. Select Contact Date Override

  10. Using the calendar tool, select the date indicated in the Review New Attachment task 
    Image Added

  11. Click the Submit button

  12.  The process is complete



Process Duplicate Credit

Users can apply a merchant refund to a paid claim which prompts QFD to debit the accountholder and send the Duplicate Credit letter. 

This function is not available on denied or open claims. In order to demo this process, you'll need to use a paid case.

Review this page to walk through the Process Duplicate Credit workflow. 

Expand

Non-fraud cancelled recurring

process dupe and done


Reclassify Case

Users can reclassify a case based on their review of the case. Review internal guidelines regarding when to reclassify with your learners. 

Important information:

  • When reclassifying from Non-fraud to Fraud, the card will not be closed in QFD
    • Users will need to close the card using an external system
    • Users will need to reach out to account holder to notify them of the card closure and ask about reissuance.
  • Reclassifying the case requires the new claim reason's questionnaire to be completed
    • This may necessitate reaching out to the account holder to ask the questionnaire questions
  • The case cannot be reclassified if recovery has been pursued

Review this page to walk through the Reclassify Case workflow. Use an open claim that has not yet been recovered on. See the non-fraud example below.

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Credit Posted as Debit

Account holder has a refund receipt but the merchant hasn't issued the refund yet

Reclassify to Credit not Processed


Reopen Case

Users can reopen the case on denied claims. Discuss with the learner group when to reopen the case versus creating a new case. 

Review this page to walk through the Reopen Case workflow. Use a denied claim example to demo this process. 

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Fraud card secure

Place a note on the claim as an intake user saying that the account holder requested the case to be reopened

Reopen case and done!


Withdraw Paid Dispute

Users can deny a paid dispute using the Withdraw Paid Dispute option which prompts QFD to debit the accountholder and send the Withdrawn Letter. The function is only available when there is a paid dispute on the claim. 

Users should use this function when the account holder requests to withdraw a dispute or claim that has been paid. 

Review this page to walk through the Withdraw Paid Dispute workflow. Use a paid claim example to demo this process.

Expand

Non-fraud cancelled recurring

Place a note on the claim as an intake user saying that the account holder requested the case to be withdrawn

Withdraw case and done!

Write Off

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