Page Properties | ||||||||||||||||||||||||||||||||||||||||||||||||||||
---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
Response Deadline ReachedThis flow action is available via the menu and will force the assignment into an "accept only" path where the user can review the details but must accept full liability and for the full amount of the dispute. This flow action is automatically executed when the SLA deadline is reached.SLA | Goal
Details | Multiexcerpt |
Review Inbound PreArbThis primary flow action displays the inbound pre-arbitration dispute details to the user and prompts them to complete the inbound pre-arbitration issuer action questionnaire as shown below. QuestionnaireINLINEQuestion Property | Type Values Mandatory/Optional/Conditional Notes Issuer Action | RR_IssuerAction | List | Accept, Accept Partial, Decline | Mandatory | What is your reason for not accepting liability? | RR_LiabilityNotAcceptedReason | Text | Mandatory if Issuer Action is "Decline" | What is the amount that is being accepted? | PartialAmountAccepted | Currency | Conditional - Mandatory if Issuer Action is "Accept Partial" | What is your reason for not accepting full liability? | RR_LiabilityNotAcceptedFullyReason | Text | Conditional - Mandatory if Issuer Action is "Accept Partial" | Do you certify that the compelling evidence has been reviewed with the cardholder and that the cardholder wishes to continue with the dispute? | IssuerCertifiesCardholderCompEvidence | Yes/No | Conditional - Mandatory if inbound pre-arbitration reason is "Compelling Evidence" | Why does the cardholder continue to dispute? | CardholderContinuesDispute | Text | Conditional - Mandatory if IssuerCertifiesCardholderCompEvidence = "Yes" | Do you certify that the cardholder name and address provided by the acquirer does not match the issuer’s records? | CardholderNameAddressNotMatchInd | Yes/No | Conditional - Mandatory if inbound pre-arbitration reason is "Compelling Evidence" | Added question. Do you have any additional comments to provide? | Next StepsWhen full or partial liability is accepted, the user is prompted to record the amount accepted and for the amount accepted.When liability is declined or partially accepted, the user is prompted to provide additional details and pursue further options. In this case, the response will be provided to Visa and the system will await inbound arbitration from the acquiring bank. true
Work Queue | ReviewInboundPrearb |
|
...
Overview
...
The Review Inbound Pre-Arb assignment is generated when a pre-arbitration is submitted by the acquirer that requires a manual review. The agent will review the merchant's response and determine next steps. This assignment is only for Visa transactions.
How to complete the assignment
...
Arb assignment prompts the user to review merchant documents then determine the next step for the dispute: accept all or partial liability or initiate arbitration. Users will need to know when to initiate arbitration, what information they are looking for in merchant documents, and how to notate this assignment. Additionally, advise the learner group of whether or not they should send the Representment Communication to the account holder and explain when users will need to send merchant documents to the account holder.
...
How-To
...
Step 1: Review the merchant documentation in the Attachments section in the Case Assets.
...
Step 2: Click the Review Inbound PreArb button
...
Expand | ||
---|---|---|
| ||
...
Step 3A: To accept full liability, select
...
Accept
...
under Issuer Action
Expand | ||
---|---|---|
| ||
...
Select Yes or No in response to Do you have any additional comments to provide? |
...
To deny the disputed transaction, select |
...
Deny Dispute |
...
under Next Step
|
...
|
...
|
...
To pay the disputed transaction, select |
...
Write Off |
...
under Next Step
|
...
|
...
|
...
|
...
|
...
Step 3B: To accept partial liability, select
...
Accept Partial
...
under Issuer Action
Expand | ||
---|---|---|
| ||
|
...
|
...
|
...
|
...
|
...
To deny the remaining amount |
...
Explain the write-off decision in the freeform box under Please provide an explanation. (You can copy/paste your response to "What is your reason for not accepting full liability?")
...
Select the reason for denial via the Reason for Denial drop-down menu.
- Complete any fields that need to be completed based on the denial reason.
- Optional: You can copy/paste your response to "What is your reason for not accepting full liability?" in the Deny Comments which will post a deny note in the Notes hub.
...
, select Deny Dispute under What action will be taken for the remaining amount?
To pay the disputed transaction, select Write Off under What action will be taken for the remaining amount?
|
...
|
...
|
...
To pursue Pre-Arbitration, select Decline.
Expand | ||
---|---|---|
| ||
|
Step 3C: To pursue pre-arbitration, select Decline under Issuer Action
Expand |
---|
|
...
|
...
|
...
...
|
...
How to complete the assignment
...
To pay the disputed transaction, select Write Off.
- Optional: You can enter any additional information in the Please provide an explanation freeform box.
- Determine if a paid letter will be sent by selecting Yes or No from the "Send Paid Communication?"
- Click the Apply button.
- Click the Process Actions button.
To deny the disputed transaction, select Deny Dispute.
...
|
Step 3D: To send the merchant documents to the account holder, click the Cancel button
Expand |
---|
|
Step 4: Click the Apply button
Step 5: Click the Process Actions button
Other Actions
...
The Other Actions menu offers additional actions and information that allows the user to effectively work the task.
...
Pend
This button allows the user to apply a wait status to all disputes with the Review Inbound PreArb. 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. In the Review Inbound PreArb assignment, users may need to use the Pend function to reach out to the account holder and have them review the merchant documents. Review step 3D above for instructions.
Accept with Partial Merchant Credit
This action allows the user to accept partial liability and deny the remaining disputed amount due to merchant credit. The amount that's accepted will be written-off and the rest of the dispute will be denied due to a refund.
Accept Acquirer Response
This action is a shortcut allowing the user to quickly apply a write-off or deny decision to 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
...
Bulk Actions enable users to apply action to multiple disputes at once, saving the user time.
...
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.
...