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Create the Claim

Follow the steps listed on this page to initiate a new claim.

Step 1: Answer “Which of the following would you like to report?” with “I did not participate in this transaction, and I did not authorize anyone else to participate in this transaction

. I suspect fraud

.”

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Step 2: Answer “Which of the following best describes the reason for your dispute?” with “I didn’t make the purchase, but I still have my card.”

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Step 3: Click the Continue button


Step 4: Locate and select the disputed transaction(s) or click Manually add the transaction to add a transaction to the claim, click the Continue button


Step 5: Answer the additional questions, then click the Continue button

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  1. Answer “Have you ever done business with any of the merchants involved in the fraudulent transactions?” with “No”

  2. Answer “Do you always have possession of the card?” with “Yes”

  3. Answer “Have you ever authorized another person to use your card?” with “No”

  4. Answer “Have you ever shared your Personal Identification Number (PIN)?” with “No”

  5. Answer “Would you like us to send you a replacement card?” with “No”

  6. Answer “Do you have any additional information to provide about this dispute?” with “No”


Step 6: On the Summary screen, review the information, then click the Submit button



Action the Claim

There are different options available in the Actions menu for resolved claims. To illustrate these actions, resolve the dispute. 

Step 1: Open the Card Secure claim you’ve created

Use the Search bar to locate the claim by entering the claim ID


Step 2: Deny all disputes on the claim

You’ll need to take different steps to deny the claim depending on which node it’s currently in.

Enrichment

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If the Deny Dispute option is available in the Other Actions menu, select it

  • Select No Error from the Reason for Denial drop-down

  • If Deny Justification(s) is/are required, select one or two options from the Find Existing Content box

  • Click the Apply button

  • Click the Process Actions button

  • This dispute is now denied


If the Deny Dispute option is not available in the Other Actions menu, create a failure

  • Click the Execute Enrich Data Service button

  • Click the Process Actions button

  • Repeat until the button changes to Retry Enrich Data Service Call

  • You can now select Deny Dispute from the Other Actions menu

  • Follow the instructions above to deny the dispute

Collaboration

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If the Cancel Merchant Credit Check option is available in the Other Actions menu, select it

  • Click the Process Actions button

  • The task has been completed and the dispute has moved forward in the workflow

  • If the dispute is in the Provisional Credit or Disposition node, follow the instructions below

  • If the dispute is in the Investigation node, select Resume Case Processing from the Other Actions menu

    • Click the Process Actions button

    • The dispute will now move to the next node


If the Cancel Merchant Credit Check option is not available in the Other Actions menu, create a failure

  • Click the Resume Service Execution button

  • Click the Process Actions button

  • Repeat until the button changes to Continue Process

    • Click the Continue Process button

    • Click the Apply button

    • Click the Process Actions button

    • The dispute will now move to the next node

Provisional Credit


Initial Investigation

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  • Click the Deny All Button

  • Select No Error from the Reason for Denial drop-down

  • Enter the following in the Deny Comments freeform box:
    Completed fraud investigation and true fraud did not occur, undisputed transactions authorized after stolen date, the disputed transactions on the case were placed as chip-read charges indicating that the account holder has possession of the card

  • Review the deny letter

  • Click the Apply button

  • Click the Process Actions button

  • The dispute is now denied

Disposition

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The task is Process Liability Final Investigation

  • Click the Process Liability Final Investigation for All button

  • Select Deny Dispute under Next Step

  • Select No Error from the Reason for Denial drop-down

  • Enter the following in the Deny Comments freeform box:
    Completed fraud investigation and true fraud did not occur, undisputed transactions authorized after stolen date, the disputed transactions on the case were placed as chip-read charges indicating that the account holder has possession of the card

  • If Deny Justification(s) is/are required, select one or two options from the Find Existing Content box

  • Click the Apply button

  • Click the Process Actions button

  • The dispute is now denied

The task is Disposition Case

  • Click the Do Not Pursue Recovery for All button

  • Enter the following in the Reason freeform box:
    Completed fraud investigation and true fraud did not occur, undisputed transactions authorized after stolen date, the disputed transactions on the case were placed as chip-read charges indicating that the account holder has possession of the card

  • Select Process Liability Perform Final Investigation for All from the Liability Decision drop Final Investigation drop-down

  • Select Deny Dispute under Next Step

  • Select No Error from the Reason for Denial drop-down

  • Copy and paste the text entered in the Reason box into the Deny Comments box

  • If Deny Justification(s) is/are required, select one or two options from the Find Existing Content box

  • Click the Apply button

  • Click the Process Actions button

  • The dispute is now denied


Step 3: Place a denial note on the claim

Place a note on the claim that can be reviewed in training. Note that the Denial Narrative (Deny Comments) will leave a note of their own in most builds. The Denial Narrative defaults to Fulfillment visibility which means intake users will not be able to see this note. Refresh the claim then open the Notes hub. Even if the Denial Narrative note is present, follow the instructions below to leave a note intake users will be able to see.

  1. Access the Notes hub in the Case Tools section

  2. Enter the following in the Subject line:
    Denied Dispute ending in <last 4 digits of dispute ID>

  3. Enter the following in the Note box:
    Completed fraud investigation and true fraud did not occur, undisputed transactions authorized after stolen date, the disputed transactions on the case were placed as chip-read charges indicating that the account holder has possession of the card

  4. Update Visibility to Contact Center

  5. Click the Add button

  6. The note has been added to the claim


Step 4: Expedite QFD’s denial process

You can either wait for QFD to complete these steps on its own, which can take up to an hour, or you can complete these steps yourself to ensure the claim is resolved.

  1. Under the Resolve stage, click the Denied node

  2. Select Perform Debit Now from the Other Actions menu

  3. Click the Process Actions button

  4. This process is complete

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