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Cancel Merchant Credit CheckOptionally, 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.
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 CreditIf 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 CreditIf 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.
Goal: 1 day
Work Queue | CheckForMerchantCredit |
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Overview
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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
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refunds. Know that merchants may issue a single large refund to cover multiple charges or a few small refunds to cover a single charge. In these situations, we should validate the refund in VROL or Mastercom following internal guidelines.
How-To
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Step 1: Click the Check for Merchant Credit button
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Step 2: Review the results and adjust the search criteria dates
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Refine date ranges if there are too many results.
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if needed
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Step 3A: If no credit has been received
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, take the following actions
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Step 3B: If credit from the merchant has been received
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, take the following actions
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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 Merchant Credit Check
The action allows the user to cancel the merchant credit check and move the dispute forward in the recovery flow.
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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Scenario | Example (Click images to enlarge) | Next steps |
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The disputed transaction has a merchant credit. |
 | 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. |
 | Using the external system of choice, confirm that the credit is for the disputed transaction. |
The disputed transaction doesn't have a merchant credit. |
 | Select No Credit Found from the drop-down to complete the task. |