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The Collect stage houses the information that we captured during claim intake. This includes:
- Dispute Reason – Claim Reason and Type selected at intake.
- Dispute Transactions – The transaction(s) that were originally disputed in the claim.
- Claim and Dispute Details – The original questionnaire was filled out through claim intake. The questionnaire can be updated through the Questionnaire Case Tab.
- Summary – This is the summary screen in intake that shows the correspondence channel and where the first letter was sent to. It also has a list of the disputed transactions.
- Confirmation – This is the last screen displayed through claim intake. It shows the “What happens next” steps provided to the cardholder at the completion of intake.
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The Enhance stage is the first point where actions are taken in the back office once the intake process is completed. This stage consists of the following steps:
- Initialization – The first step in the back office. Each transaction that was disputed has an individual dispute created under the claim. This process is automated by QFD.
- Authorizations – This step houses the disputed pending transactions, waiting for them to post to the account for further investigation. If after the allotted pend time, the transaction has not posted to the account, the pending transaction will be closed out automatically. This step is automated but may need manual review for any failures.
Assignment: Authorization Review (LINK)
Role: Technician (LINK) - Enrichment –The enrichment step is where we reach out to the association to get the dispute transaction details. This step is automated through Visa and MasterCard but may require manual review for other networks.
Assignments: Enrichment or Select Transaction (LINK), Enrichment Service Failed (LINK), Provide Reference Key (LINK)
Role: Technician (LINK) - Documentation – This stage shows if we have any outstanding documentation requirements for the claim. If documents are received, a manual review will be required to confirm they are valid.
Assignment: Review Documents (LINK)
Role: Technician (LINK)
Analyze Stage Anchor Analyze Stage Analyze Stage
The Analyze stage is where the agents will take the majority of their actions within QFD. This stage can also have automation points in certain areas that will be called out in the specific flows. This stage consists of the following steps that can be taken: .
- Collaboration - The purpose of the collaboration step is to allow for a Verifi or Ethoca check to swiftly resolve the claim. This stage is also used for a manual review for a refund.
Assignments: Check for Merchant Credit (LINK), Merchant Credit Service Failed (LINK)
Role: Technician (LINK) - Provisional Credit – The purpose of the provisional credit step is to review the case prior to issuing a credit to the cardholder’s account. This step is used to ensure that cases that require a provisional credit are given the right prioritization. Some programs may choose to give provisional credits automatically and some may not. If the program does not qualify for automation, a manual review would be required by the agent. (Click herefor a step-by-step overview of the Provisional Credit workflow.)
Assignment: Provisional Credit Review (LINK)
Role: Specialist (LINK) - Investigation - The purpose of the investigation task step is to allow the agent a central location to collect and keep all compelling evidence that will assist in their claim decision. (Click herefor a step-by-step overview of the Investigation workflow.)add specific topics and information to the Investigation tool under Case Tools. This is typically handled through QFD automation.
- Fees - The purpose of the fees step is to allow the agent a chance to review any fees that may need to be refunded as part of the investigation. This step will be automated and only require a manual review for exceptions. If an error is found, regulations require that the issuer must refund any fees that may have been charged to the cardholder's account around the time of the dispute. (Click herefor a step-by-step overview of the Fees workflow.
Assignment: Review Fee (LINK)
Role: Technician (LINK) - Interest – The purpose of the interest step is to allow the agent the chance to review an interesting bearing account and refund any interest charges that were caused by the transactions in dispute. This step would display only for claims where this is applicable.
Assignment: Interest Calculation (LINK)
Role: Technician (LINK) - Disposition - The purpose of the disposition step is for the agent to determine if recovery will be attempted and, if so, what recovery reason code will be used. The agent can choose not to pursue recovery if it is determined that an error did not occur, which would result in a pay/deny decision. There are other actions available (three dots to the right of the assignment button) if more information is needed to complete the case. (Click herefor review options an agent can take through the Disposition workflow.
Assignments: Disposition Case (LINK), Review Representment (LINK), Process (Review) Chargeback (LINK), Review Chargeback Response, Review Pre-arbitration Response (LINK), Review Arbitration Response (LINK)
Role: Recovery (LINK) - Responses – The purpose of the responses step is to alert the investigating agent that there is information from the cardholder that needs to be reviewed. This step will require a manual review by the agent. (Click herefor a step-by-step overview of the Responses workflow.)
Assignments: Inbound Communication (LINK), Review Withdrawal Request (LINK), Reopen Review (LINK)
Role: Specialist (LINK)
Execute Stage Anchor Execute Stage Execute Stage
The Execute stage is where the actions taken on the case are a result of the analysis completed in the Analyze stage. These actions can also be completed based on automated calls to external systems. The following steps are completed through the Execute stage:
- Recovery – The recovery step is used to complete the chargeback process with the financial association. This step will be automated through Visa and Mastercard but will require manual action for other networks.
Assignments: Execute Chargeback (LINK), Execute Case Filing (LINK), Execute Recovery (2nd Chargeback) (LINK), Update Case Filing (LINK)
Role: Recovery (LINK) - Accounting – The accounting step is used to complete the accounting between QFD and the system of record. This step is automated through QFD.
Assignment: Accounting Exception (LINK)
Role: Specialist (LINK) - Stop Payment - The stop payment step is used to issue a stop payment on a claim.
Assignment: Execute Stop Payment (LINK)
Role: Technician (LINK) - Account Maintenance – The account maintenance step is used to complete account updates between QFD and the system of record. The most common example of the task completed here is the block/reissue step for fraud cases. This step is automated through QFD.
Assignment: Service Block Reissue Card Failed (LINK)
Role: Technician (LINK) - Fraud Reporting – The fraud reporting step is used to complete the required fraud reporting prior to completing the chargeback. This step will be automated through Visa and Mastercard but will require manual action for other networks.
Assignment: Fraud Reporting (LINK)
Role: Technician (LINK) - Notifications – The notifications step is used to show outstanding correspondence tasks. This step will be automated and only require manual action for failures.
Resolve Stage Anchor Resolve Stage Resolve Stage
The Resolve stage is the last step in the claim. This is updated to show once a claim decision has been reached. This step is automated once the resolution decision has been made.
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Video Walkthroughs Anchor Videos Videos
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