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Create the Claim

Follow the steps listed on this page to initiate a new claim.


Step 1: Answer “Which of the following would you like to report?” with “I made this purchase, but there is a problem and I need to dispute it.”


Step 2: Answer “Which of the following best describes the reason for your dispute?” with “I have an issue with a recurring transaction on my account.”


Step 3: Click the Continue button


Step 4: Locate and select the disputed transaction(s) or click Manually add the transaction to add a transaction to the claim, click the Continue button


Step 5: Answer the additional questions, then click the Continue button

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  1. Under “Were you aware the transaction was recurring” select “Yes”

  2. Using the calendar tool, select the date one week prior to the transaction date under "Please provide a cancellation date."

  3. Answer “Do you have any additional information to provide about this dispute?” with “Yes”

  4. Enter the following in the "Please provide any additional information." freeform box:
    The cancellation confirmation number is #1234567



Step 6: On the Summary screen, review the information, then click the Submit button


Action the Claim

There are different options available in the Actions menu for resolved claims. To illustrate these actions, resolve the dispute. 

Step 1: Open the Cancelled Recurring claim you’ve created

Use the Search bar to locate the claim by entering the claim ID



Step 2: Pay all disputes on the claim

You’ll need to take different steps to pay (write off) the claim depending on which node it’s currently in.


Enrichment

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If the Write Off option is available in the Other Actions menu, select it

  • Enter the following in the Please provide an explanation for the write off box:
    Merchant confirmed they received the cancellation notice but failed to stop the recurring charge. 

  • Click the Apply button

  • Click the Process Actions button

  • This dispute is now paid

If the Write Off option is not available in the Other Actions menu, create a failure

  • Click the Execute Enrich Data Service button

  • Click the Process Actions button

  • Repeat until the button changes to Retry Enrich Data Service Call

  • You can now select Write Off from the Other Actions menu

  • Follow the instructions above to pay the dispute

Collaboration

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If the Cancel Merchant Credit Check option is available in the Other Actions menu, select it

  • Click the Process Actions button

  • The task has been completed and the dispute has moved forward in the workflow

  • If the dispute is in the Provisional Credit or Disposition node, follow the instructions below

  • If the dispute is in the Investigation node, select Resume Case Processing from the Other Actions menu

    • Click the Process Actions button

    • The dispute will now move to the next node

If the Cancel Merchant Credit Check option is not available in the Other Actions menu, create a failure

  • Click the Resume Service Execution button

  • Click the Process Actions button

  • Repeat until the button changes to Continue Process

    • Click the Continue Process button

    • Click the Apply button

    • Click the Process Actions button

    • The dispute will now move to the next node

Provisional Credit

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  • Click the Grant Final Credit button

  • Select No in response to “Do you want to continue to pursue recovery after granting final credit?”

  • Enter the following in the Reason freeform box:
    Merchant confirmed they received the cancellation notice but failed to stop the recurring charge. 

  • Click the Apply button

  • Click the Process Actions button

  • The dispute is now paid

Disposition

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The task is Process Liability

  • Click the Process Liability for All button

  • Select Write Off under Next Step

  • Enter the following in the Please provide an explanation box:
    Merchant confirmed they received the cancellation notice but failed to stop the recurring charge. 

  • Click the Apply button

  • Click the Process Actions button

  • The dispute is now paid

The task is Disposition Case

  • Click the Do Not Pursue Recovery for All button

  • Enter the following in the Reason freeform box:
    Merchant confirmed they received the cancellation notice but failed to stop the recurring charge. 

  • Select Process Liability from the Liability Decision drop-down

  • Select Write Off under Next Step

  • Copy and paste the text entered in the Reason box into the Please provide an explanation box

  • Click the Apply button

  • Click the Process Actions button

  • The dispute is now paid


Step 3: Place a write off note on the claim

Place a note on the claim that can be reviewed in training.

  1. Access the Notes hub in the Case Tools section

  2. Enter the following in the Subject line:
    Write-off Dispute ending in <last 4 digits of dispute ID>

  3. Enter the following in the Note box:
    Merchant confirmed they received the cancellation notice but failed to stop the recurring charge. 

  4. Update Visibility to Contact Center

  5. Click the Add button

  6. The note has been added to the claim


Step 4: Expedite QFD’s write off process

You can either wait for QFD to complete these steps on its own, which can take up to an hour, or you can complete these steps yourself to ensure the claim is resolved.

  1. Under the Resolve stage, click the Paid node

  2. Click the Resume button

  3. Click the Process Actions button

  4. If presented with the Continue Process button or Resume button, click it

  5. Click the Apply button

  6. Click the Process Actions button

  7. This process is complete




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