Overview
The Manual Fraud Reporting assignment prompts the user to execute fraud reporting in the firm's system of choice (VROL, Mastercom, Co-op, etc.). Review internal documentation to learn how to complete fraud reporting in the external system. These procedures should include how to log into the external system, how to complete the case filing, and how to link the fraud case file to the disputed transaction.
Consider when users need to notate work they complete for this assignment including notating the fraud case number and uploading any relevant screenshots to QFD.
Reference pages for users
How-To
XYZUse the example claim you've prepared for the walkthrough.
Visa
Step 1:
Click the Visa Report Fraud button
Step 2: Review the dispute details and
follow the instructions provided by QFD.complete the fraud reporting in the external system
Step 3: Return to QFD once you have verified that the necessary steps have been taken in the appropriate system
Step 4: Complete the task in QFD
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Step 5: Click the Apply button
Step 6: Click the Process Actions button
Mastercard
Step 1: Click the Report Fraud button
Step 2: Review the dispute details and complete the fraud reporting in the external system
Step 3: Return to QFD once you have verified that the necessary steps have been taken in the appropriate
systems.system
Step 4: Complete the task in QFD
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Mastercard
Step 1:
Other Actions
XYZ
Bulk Actions
XYZ
Step 5: Click the Apply button
Step 6: Click the Process Actions button
Other Actions
The Other Actions menu offers additional actions and information that allows the user to effectively work the task.
Cancel Fraud Reporting
XYZ
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 or is stuck.
Bulk Actions
Bulk Actions enable users to apply action to multiple disputes at once, saving the user time.
Bulk Take Action
This button is available when there are multiple disputes present in the selected node. The bulk action applied will impact only the disputes on the page you're currently viewing if there are multiple pages due to the number of disputed transactions.
