Page Comparison

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Following the enrichment step, a case is created with all enabled collaboration networks.  If a refund has been promised by a merchant via any of the configured networks, all cases are closed, and the dispute moves to Pend for Merchant Credit to wait for the credit to post to the account.

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Initiating Collaboration

Before a case is created with a network, it is evaluated for eligibility. 

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No eligibility service is available for Ethoca, but transaction details are evaluated by the system to ensure that cases are only created for eligible disputes.  Additionally, the Ethoca service is called one hour after creating the case and the status is evaluated to determine if an alert was sent to the merchant.  If an alert was not sent, the merchant is considered to be ineligible and the collaboration attempt ends.  

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While pending for case status, QFD will check with the network for an updated status every 6 hours.  The dispute will stay in a pending collaboration status for 5 days while it waits for a response.  If no response is received after 5 days, it will move forward in the case lifecycle, usually to Initial Investigation Assignment, and QFD will continue to poll the network for updates. 

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When the final status is retrieved, the case is closed.  As noted above, if a refund is promised, the dispute will move to the Pend for Merchant Credit flow to wait for the credit to post to the account.  To close the collaboration case and move to the next step in the workflow, select the "Cancel Collaboration" option from the Other Actions menu in the Collaboration step.

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