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Description


Excerpt

When potential merchant credits are found in the Merchant Credits flow, this assignment is generated to prompts a user to review them.


Details

This assignment will present a list of credit transactions and prompt the user to select the credit(s) that apply to the dispute.

Partial Credit

If the selected credit(s) are less than the amount of the disputed transaction, the system will prompt the user to answer the question "Does the merchant credit resolve your dispute?".  If the answer is "Yes", the dispute is resolved and the Merchant Issued Credit Partial Deny Letter is generated with resolution verbiage.  If the answer is "No", the letter is generated with "adjustment" verbiage and the dispute is not resolved.

Full Credit

If the selected credit(s) are equal to, or greater than, the amount of the disputed transaction, the system will assume a full denial and generate the Merchant Issued Credit Deny Letter and resolve the dispute.


To process the merchant credit denial, the user must select "Credit Found" from the Credit Search Result drop-down menu.  If a credit is not found, the user will select "Credit Not Found" and the dispute will return to the normal flow.  If the dispute was pended for merchant credit, and no credit was found, the system will continue to wait and periodically check for merchant credits until the pend expires.

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Cancel Merchant Credit Check

Optionally, the user may select Cancel Merchant Credit Check from the Other Actions menu to cancel the merchant credit flow and return to the normal dispute flow.

SLA

Goal: 1 day

Deadline: 2 days

Work QueueCheckForMerchantCredit
Work Group

Technician



StageAnalyze
NodeCollaboration


QFD continues to check for merchant credit throughout the dispute process. The Check for Merchant Credit assignment requires us to review transaction postings for merchant credits. 

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How to complete the Check for Merchant Credit assignment

  1. Click the Check for Merchant Credit button. 

    Expand
    titleClick here to see the expanded assignment...

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  2. Review the search criteria dates to confirm the date range starts with the disputed transaction date.

  3. Refine date ranges if there are too many results.

    Expand
    titleClick here to see how to change the date range...

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  4. Review the list of credits to determine if a merchant refund has been issued.

  5. If no credit has been received:

    • Click on the No Credit Found button.

    • Click on the Apply button.
    • Click on the Process Actions button.

  6. If credit from the merchant has been received:
    • Validate that the transaction amount and merchant name match the details of the disputed transaction.
    • Select the credit transactions that will be applied to the disputed transaction. The selected row will be highlighted.
    • Verify the Deny Debit Date.
      • 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. Ensure the correct date is selected.
    •  Review that the Denial letter content is correct (name, date, amount, transaction details).
    • Click the Apply button.
    • Click the Process Actions button.


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ScenarioExample (Click images to enlarge)Next steps
The disputed transaction has a merchant credit.

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Click on the square radio button next to the transaction. Then click the Apply and Process Actions buttons.

Alternatively, you can select Credit Found from the drop-down.

There is a merchant credit in the same amount as the disputed transaction but the merchant name doesn't match.

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Using the external system of choice, confirm that the credit is for the disputed transaction.
The disputed transaction doesn't have a merchant credit.

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Select No Credit Found from the drop-down to complete the task.