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Details | This claim-level decision impacts all disputes in the claim. Optionally, the user may also take the following actions.
Work Queue | ProvisionalCreditReview | Work Group | Specialist |
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Overview
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A provisional credit is a temporary credit issued from a bank to a memberto the account holder's account. In the dispute process, a provisional credit is provided while the investigation continues. The purpose of a provisional credit is to prevent additional monetary loss from to the member's account holder due to an unauthorized charge or a disputed transaction.
How to complete the Initial Investigation assignment
The Initial Investigation assignment is handled differently by firms, so review internal guidelines to understand what is needed in order to complete this task. Consider the following:
Do users deny disputes with no recovery rights?
Is a fraud investigation required prior to PC issuance on fraud claims?
Do users reach out to the account holder for additional information if needed for recovery prior to PC issuance?
How and when should users notate the work they completed for this assignment?
Should QFD continue with recovery after the dispute has been written-off?
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How-To
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Step 1: Determine if provisional credit should be issued or if the dispute needs to be denied or paid following
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internal guidelines
Step 2A: To grant provisional credit, click the Grant Provisional Credit button
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which will issue provisional credit to all disputes with this assignment
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Step 2B: To make a write-off decision, click the Grant Final Credit button
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which will pay all disputes
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with this assignment or select Grant Final Credit by clicking on the Other Actions button
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to write-off the selected dispute
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Step 2C: To make a deny decision, click the Deny All button
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to deny all disputes
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with this assignment or select Deny Dispute by clicking on the Other Actions button
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to deny the
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selected dispute
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Step 2D: If documents or information are needed, take the following actions
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Step 3: Click the Apply button
Step 4: Click the Process Actions button
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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Deny Dispute
The Deny Dispute option allows the user to deny the selected dispute. In the Initial Investigation assignment, users may need to deny due to the account holder withdrawing their claim or the dispute has no recovery rights.
Grant Final Credit
The Grant Final Credit option allows the user to write-off the selected dispute. In the Initial Investigation assignment, users may need to write-off the dispute if it has no recovery rights or when applying the 60-day Rule.
Adjust Dispute Amount
This action enables the user to lower the dispute amount. The dispute amount may need to be adjusted when calculating account holder liability on fraud claims or after reviewing an itemized receipt on a non-fraud claim.
Check for Merchant Credit
This action allows the user to check recent transaction activity for a refund. If a refund is found, the user can deny the dispute.
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 or is stuck.
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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Grant Provisional Credit
This button allows the user to issue provisional credit to all disputes with the Initial Investigation assignment.
Grant Final Credit
This button allows the user to write-off all disputes with the Initial Investigation assignment.
Pend
This button allows the user to apply a wait status to all disputes with the Initial Investigation assignment. The user may want to apply the wait status for a variety of reasons, including requesting information or documents from the account holder or needing to pause the assignments to complete an internal investigation.
Deny All
This button allows the user to deny all disputes with the Initial Investigation assignment.