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SLA | Goal: 8 Hours Deadline: 8 Hours Work Queue | FileFraudAlert | Work Group | Multiexcerpt include | MultiExcerptName | work_group | PageWithExcerpt | FileFraudAlert
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Overview
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When the call to create a case with the Ethoca merchant collaboration network fails, the File Fraud Alert assignment prompts an analyst to manually file the fraud Alert in their firm's Ethoca portal.
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How-To
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Step 1: To manually file the fraud alert, click the File Fraud Alert button.
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Step 2: Using your firm's Ethoca portal, complete the file fraud alert task.
Step 3: Return to QFD and check the box next to "This transaction has been filed as an Ethoca Fraud Alert."
Step 4: To cancel the current recovery path, select Cancel Collaboration from the Other Options menu.
Step 5: Click the Apply button.
Step 6: Click the Process Actions button.
Other Actions
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Cancel Recovery
This will close the case with the network and move the dispute to the next step.
Other Actions
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The Other Actions menu offers additional actions and information that allows the user to effectively work the task.
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Cancel Collaboration
This action allows the user to exit the flow and resolve the task.
File Fraud Alert
Processes the File Fraud Alert task without prompting the user to check the checkbox.
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.
Bulk Actions
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Bulk Actions enable users to apply action to multiple disputes at once, saving the user time.
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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.
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