Overview
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When a withdrawal request is initiated via External Case Status, this flow is executed in the Responses step of the Analyze stage. The Withdrawal Request Pre-conditions determine if the withdrawal request should be automatically executed, or reviewed by a user. If review is required, a Review Withdrawal Request assignment is generated and prompts the user to review the request and determine if the case should be withdrawn. If the decision is set to “Yes”, the case status will be set to “Resolved-Denied” with a Deny Reason of "Withdrawn" and the Withdrawn letter is generated. If the decision is set to “No”, no changes are processed.
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If one or more disputes are in active recovery, you must take action on those disputes to remove them from recovery before you can proceed with a withdrawal. The system will display a warning and will not allow you to proceed with a withdrawal in this scenario. Actions may include recall, withdraw or cancelling recovery, depending on where each dispute is in the dispute lifecycle. |
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Stage | Analyze |
Node | Responses |
The cardholder can withdraw their claim by reaching out to their bank or responding to a dispute-related email.
How to complete the Review Withdrawal Request assignment
Click the Review Withdrawal Request button.
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Confirm that the request truly is a claim withdrawal.
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If the message is a withdrawal request, answer "Proceed with the request?" with Yes.
Click the Apply button.
Click the Process Actions button.
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If the message is not a withdrawal request, answer "Proceed with the request?" with No.
Click the Apply button.
Click the Process Actions button.
If the dispute is in the recovery process, see this page for guidance.
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