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The dashboard breaks down your work by Assignment Groups. Assignment groups organize critical work including work approaching regulatory or recovery deadlines. Tasks are prioritized by days to act which means cases that are approaching the next or final deadline will be worked first.
Managers can add specific assignment groups to a user's profile through the Admin Portal which determines the work the user is assigned when they use the Get Next Work button. Multiple assignment groups can be added to the user's profile.
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| Assignment | Summary |
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Account Maintenance Service Failed | The Block Card assignment is generated when the Block Reissue Card flow fails. The agent will complete the necessary actions outside of the system. | Accounting Exception | The Accounting Exception assignment is generated when an accounting exception is identified. This assignment is present in the Paid or Denied step and prompts the agent to resolve the exception. | Block Card/Block and Reissue/Reissue Card | These assignments are generated when the Block Reissue Card flow fails. The agent will complete the necessary actions outside of the system. | Charge Off Service Failed |
| Clear Delinquency | The Clear Delinquency assignment prompts an analyst to clear the delinquency when there is no service configured to automate clearing delinquency. | Clear Delinquency Service Failed | The Clear Delinquency Service Failed assignment prompts an analyst to retry the automation or clear the delinquency manually when the is a credit reporting failure. | Exception File Listing Service Failed | The Exception File Listing Service Failed assignment prompts an analyst to file the exception in the association system (VROL or MasterCom). | Execute Accounting/Execute Accounting Service Failed/Execute Batch Accounting Failed | The Execute Accounting assignment is generated when an accounting adjustment failure occurs. This assignment prompts a user to complete the accounting entry manually. | Letter Failed To Send | When an outbound communication fails, the Letter Failed to Send assignment is generated. | Merchant Funds Disbursement | When a paid dispute is denied via the Duplicate Credit or Withdraw Paid Dispute action and funds were previously recovered from the merchant, the Merchant Funds Disbursement assignment prompts the analyst to complete a disbursement so that the funds return to the merchant. | Record Case Event Failure | If the case event recording feature fails three attempts, this assignment will prompt an analyst to record the case event in their firm's external system of choice. | Provide Block Card Prerequisites | The Provide Block Card Prerequisites assignment prompts an analyst to provide necessary details when the service that completes the block and/or reissue card task requires card information. | Resolve Merchant Accounting |
| Set Amount In Dispute | When an amount is placed in dispute status with the credit card processor, that amount is excluded from interest and minimum payment calculations until it is removed from dispute status. This is typically used for non-fraud claims where a chargeback has not been filed and a provisional credit has not been issued. The Set Amount in Dispute assignment prompts an analyst to add or remove the amount to the dispute status. | Set Amount In Dispute Failed | When an amount is placed in dispute status with the credit card processor, that amount is excluded from interest and minimum payment calculations until it is removed from dispute status. If this automated process fails, this assignment prompts an analyst to retry the automation, manually add or remove the amount from the dispute status, or cancel the action altogether. | Update Credit Reporting Status | The Update Credit Reporting Status assignment requires the use of an external system in order to ensure the dispute is reflected appropriately on credit reports. |
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| Assignment | Summary |
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Authorization Review | The purpose of the Authorization Review assignment is to confirm that the pending charge posted to the account. | Check for Merchant Credit | The Check for Merchant Credit assignment requires us to review transaction postings for merchant credits. | Enrichment Service Failed | Enrichment Service Failed is an assignment generated when an enrichment integration fails in the auto enrichment flow performed by QFD. This assignment prompts the agent to review the reason for the service failure. | Execute Accept Dispute Failed | The Execute Accept Dispute Failed assignment prompts the agent to accept the dispute via Visa Resolve Online (VROL). This assignment is only for Visa disputed transactions. | Execute Manual Stop Payment | The Execute Manual Stop Payment assignment prompts the agent to submit the stop payment in the firm's external system. | External Fee Review | The External Fee Review assignment prompts an analyst to review and refund any applicable fees in their firm's external system and attest that all necessary actions were completed. | Fee Retrieval Service Failed |
| File Fraud Alert | When the call to create a case with the Ethoca merchant collaboration network fails, the File Fraud Alert assignment prompts an analyst to manually file the fraud Alert in their firm's Ethoca portal. | High Balance Reporting |
| Interest Calculation | The Interest Calculation assignment prompts the agent to calculate the interest that should be refunded to the account holder if the dispute is paid. Interest can be calculated using the provided calculator. | Interest Calculation Service Failed | When the interest calculation feature is enabled but fails to complete the action, this assignment prompts an analyst to complete the calculation. | Letter Failed To Send | When an outbound communication fails, the Letter Failed to Send assignment is generated. | Manually Enrich Data | Process Enrichment Manually is an assignment generated when the enrichment flow is executed to gather additional details about the disputed transaction. When details are missing as part of the enrichment process, the assignment prompts a user to provide all required transaction details. | Manually Send Letter | When no print service is configured, this assignment prompts an analyst to print the letter and send it locally. | Merchant Credit Service Failed | When the Merchant Credit Check automation fails, the Merchant Credit Service Failed assignment prompts an analyst to either retry the process or cancel the merchant credit check. | Provide Acquirer Reference Number | The Provide Acquirer Reference Number assignment is generated when the acquirer reference number (ARN) was not passed to the disputed transaction record in QFD. The purpose of this assignment is to identify the disputed charge from a list of transactions on the cardholder account. | Provide Enrichment Prerequisites | Provide Enrichment Prerequisite Data is an assignment generated when an enrichment integration fails in the auto enrichment flow to obtain all the information required. | Provide Required Enrichment Data | Provide Required Enrichment Data is an assignment generated when the card number is a required data element but it not captured by QFD upon claim creation. | Read New Corr | The Read New Corr assignment is generated when a new email is received by the system. | Review Documents | Claims that have a document requirement will reflect the Review Documents assignment. | Review Ethoca Merchant Response |
| Review Fee | The Review Fee assignment prompts the agent to review a fee identified by the system as potentially applicable to the dispute. The agent will determine if the fee should be refunded in the event the claim is paid. | Review New Attachment | The Review New Attachment assignment is generated when a file is attached to the case by the accountholder or a claim intake specialist. | Review Re-Open Request | The Review Re-Open Request assignment is generated when a re-open request is submitted by the accountholder, claim intake specialist, or back-office analyst. | Review Withdraw Request | The Review Withdraw Request assignment prompts the analyst to review and process the accountholder's withdraw request. | Select Transaction | The Select Transactions assignment applies transaction data from the Association to the disputed charge, including the Association ID, ARN, and more. Similar to the Authorization task, the disputed transactions will need to be matched from a list provided by the Association. |
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| Assignment | Summary |
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Disposition Case | The Disposition Case assignment involves choosing a recovery option for the chargeback or investigation. Other actions can be made while the case is in the disposition stage, such as checking for merchant credit and pending the claim. | Execute Chargeback | The Execute Chargeback assignment is generated when system integration is not enabled to perform the chargeback. This assignment prompts the agent to execute the chargeback in an external system. | Invalid Accounting |
| Manual Fraud Reporting | The Manual Fraud Reporting button assignment is generated to manually complete fraud reporting in your firm's fraud reporting system of choice. | | Review Chargeback | The Review Chargeback assignment is generated when there is a chargeback dependency that has not been met. This assignment is present whenever initiating recovery, if enabled. | | Provisional Credit Review | The Provisional Credit Review assignment prompts the analyst to grant provisional credit, pay the dispute, deny the dispute, or pend the assignment. | Update Case Filing | The Update Case Filing assignment is generated when Mastercard Connect (Mastercom) is not configured. The assignment prompts an agent to complete the case filing action via the Mastercard Connect (Mastercom) user portal. This assignment is only for Mastercard disputed transactions. | | Review Chargeback Reject | When a dispute is rejected by the network in a recovery flow, this assignment is generated and prompts the user to resolve any issues and, if applicable, re-submit the dispute. | | Review First Party Trust Reject | When a dispute is rejected by the network with a 5002 reason, this assignment is generated and prompts the user to resolve any issues and, if applicable, re-submit the dispute. |
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Later Life Cycle Recovery Assignments
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