The Provisional Credit step is critical to most claims workflows. This is a decision point to determine if temporary credit will be issued to the account holder. This step may be entirely automated, depending on your configuration. See the Configuration section below for more details. It is important to note that provisional credit is a claim-level decision that will impact all disputed transactions that have not already been resolved.
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Extension Points
To configure provisional credit to be automatically granted or denied when a claim is submitted, see Initial Interaction Decision.
To configure whether the system waits for required documents before executing provisional credit review, see Pend PC for Documents.
To grant provisional credit when the pend for fraud review decision is "Accept", set D_ImplConfig.FraudReviewAcceptAppliesPC to true.
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QFD provides several options for automating Provisional Credit based on various risk factors and documentation requirements. When risk factors are present, or the amount of the claim exceeds configurable thresholds, the decision is left to a user. Additionally, QFD will ensure that provisional credit is issued in accordance with applicable regulatory requirements, if not already issued prior to the required date.
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Extension: Decision Automation
To configure provisional credit to be automatically granted or denied when a claim is submitted, see Initial Interaction Decision.
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Reassertion
When a resolved dispute is reopened, this flow is skipped. For more information, see Reassertion
If the claim decision was set to "AutoPay", the Final Processing flow is executed to process the final credit and resolution notification.
The system then checks to see if any required customer documentation is missing.
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Pend for Customer Response
If any required documents are missing, the system will delay further processing until the document(s) are received or the configured pend duration expires.
When processing resumes, the Provisional Credit Preconditions are evaluated to determine which of the following actions is executed.
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Provisional Credit Preconditions
If a user pends the case for Fraud Review and the dispute is accepted, the system will check to see if automatic provisional credit is configured. If so, the manual review assignment is skipped.
By default, the system is configured to issue provisional credit to the customer in the Investigation step. To configure the system to issue provisional credit after a chargeback has been filed for card disputes, update IssueProvisionalCreditAfterChargeback to evaluate to TRUE.
On non-reg-protected claims, the Investigation step can be skipped and the dispute will route directly to the Disposition step. If the dispute does not have recovery rights, the Final Investigation assignment will generate. If recovery rights exist, then QFD will initiate recovery.
If enabled and the Provisional Credit is denied, QFD will auto-issue temporary credit to align with Regulation E requirements.
