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Kristafanie Somers

Kristafanie Somers

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Overview

Account holders can request to have their dispute or disputes withdrawn by calling in and working with an intake user or submitting the request through their self-service portal if enabled. 

Reference page for users


How-To

Use the example claim you've prepared for the walkthrough.

Step 1: Click the Review Withdrawal Request button


Step 2: Confirm that the request truly is a claim withdrawal by reviewing the withdrawal reason


Step 3A: If the message is a withdrawal request, answer "Proceed with the request?" with Yes

Expand
  1. Ensure the Deny Debit Date is correct per regulatory requirements
    • For Reg E, verify the Deny Debit Date is set five business days from the denial date (exclude holidays and weekends)
    • For Reg Z, same-day debit is allowed
  2. Click on the dispute or disputes being requested to be withdrawn


Step 3B: If the message is not a withdrawal request, answer "Proceed with the request?" with No


Step 4: Click the Apply button

Step 5: Click the Process Actions button



If the dispute is in the recovery process, it will need to be recalled prior to finalizing the withdrawal request. To demo this scenario, use this page or dispute that is in the Pending Acquirer Response or Pending Dispute Response status.

Step 1: Locate the dispute in the Disposition node

Step 2: Use the "Sort & Filter" function to unhide non-workable assignments


Step 3: Uncheck the box next to Hide Non-Workable



Step 4: Click the Apply Sort & Filter button


Step 5: Select Recall or Recall Dispute from the Other Actions menu


Step 6: Click Process Actions


Step 7: Return to the Responses node and complete the withdrawal request


Other Actions

The Other Actions menu offers additional actions and information that allows the user to effectively work the task. 


Mark Assignment As Unworkable

Assignments that cannot be worked due to a technical issue can be marked as unworkable. This action will move the unworkable task to the Unworkable Assignment Group where leadership can review the scenario and take steps to resolve it. Technical errors that require the task to be marked as unworkable include QFD not reflecting correct data or when a user takes an action on the task, the action does not process and the assignment loops.