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Page Properties


Description


Excerpt

This assignment is generated when the Investigation flow is executed and prompts the user to document investigation findings and determine next steps.


Details


Multiexcerpt
MultiExcerptNameActions

Investigate Case

This primary flow action prompts the user to document the findings of their investigation

related to each of the following categories:
  1. Intake Interview
  2. Account Notes
  3. Statements
  4. Authorization Log
  5. Prior Claims/Accounts
  6. Documentation
  7. Cardholder Contact
  8. Merchant Contact
  9. Summary

The user is prompted to answer "Is the investigation complete?"

If answered "Yes", the user must select one of

and select from the following actions:

  • Proceed with case -
This option will resume the normal workflow
  • All dispute flows are resumed.
  • Deny -
This option will initiate
  • Executes the
deny
  • flow for all disputes.
  • Escalate -
This option will prompts the user to provide a reason for escalating the case and will generate an Escalated Investigation assignment.In answered "No", the assignment remains active and the user can return and complete
  • Generates an assignment, which prompts a second review.  The user completing that assignment just select from the first two options.

Optionally, the user may mark the investigation as incomplete and return to the assignment at a later time.


SLANone
Work QueueInvestigation Queue
Work Group

Multiexcerpt include
MultiExcerptNamework_group
PageWithExcerptInvestigation Queue


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