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Kristafanie Somers

Kristafanie Somers

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Overview

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Intake users will have many actions available to them on open claims. To train learners on these actions, we need to prepare an open claim. 




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How-To

Step 1: Open the Quality claim you’ve created

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

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Step 2: Send a correspondence to the account holder

It’s important to show learners the different letters they will find when accessing the correspondence history.

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  1. Access the Communication hub from the Case Tools

  2. Click the Send New Letter button

  3. Select Additional Information from the

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  1. Which letter would you like to send?

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  1. drop-down

  2. Use the calendar to select 10 calendar days from today under the Response Required by Date

  3. Click the Modify Table button

  4. Click on a dispute

  5. Click the Done button

  6. Click the box under Find Existing Content then press the down arrow on your keyboard

  7. Click on “Have you requested a refund? What was the merchant's response?”

  8. Click the Send Letter button

  9. The letter has been generated and will process within 15 minutes

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Step 3: Place a note on the claim

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

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  1. Access the Notes hub in the Case

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  1. Tools 

  2. Enter the following in the Subject line:
    Need Additional Info for Dispute ending in <last 4 digits of dispute ID>

  3. Enter the following in the Note box:
    Sent Additional Information letter, need to know if the accountholder requested a refund, set response date to <response date>

  4. Update

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  1. Visibility to Contact Center

  2. Click the Add button

  3. The note has been added to the claim

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Step 4: Upload a document

It’s best that we demonstrate how to access case attachments and have an example prepared for learners to interact with. This tool is available for intake users in the Case Status Widget, too.

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  1. Click Attach New in the Attachments section

  2. Click the Select Files button to open a windowed browser into your machine

  3. Upload a fake receipt for the purchase (you may create on using this site)

  4. Enter Receipt into the Name box

  5. Ensure

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  1. Category reflects Accountholder

  2. Update

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  1. Visibility to Contact Center

  2. Click the Attach button

  3. The file is now attached

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