...
Talking Point | Display Condition(s) |
|---|---|
We received your dispute totaling <<Claim Amount>> on <<Customer Contact Date>> on the card ending in <<Card Number Last 4>> and are currently conducting our investigation. | Displayed when the account type is "Credit". |
We received your dispute totaling <<Claim Amount>> on <<Customer Contact Date>> and are currently conducting our investigation. | Displayed when the account type is "Deposit". |
Your account was previously credited for <<Provisional Credit Amount>> on <<Provisional Credit Date>> while we conduct our investigation. | Displayed when provisional credit has been granted. |
We reached out to you to request additional information via <<Selected Channel>> and are awaiting your response. | Displayed when a document requirement has not been satisfied or a dispute is pending for customer response. |
No additional information is required from you at this time. | Displayed when there are no outstanding document requirements and no customer response is pending. |
<<Amount In Dispute Status>> have been placed in dispute status while we complete our investigation. | Displayed when one, or more, disputes are in active dispute status. |
We anticipate having your dispute resolved by <<RegE Deadline>>. | Displayed when Reg E applies and the claim is unresolved. |
We anticipate having your dispute resolved within 2 full statement cycles from <<Customer Contact Date>>. | Displayed when Reg Z applies and the claim is unresolved. |
We have resolved the dispute in your favor and the credit issued to you is now considered permanent. | Displayed when all disputes are resolved as paid. |
We have resolved your dispute and sent more information via secured messaging/email. | Displayed when all disputes are resolved as denied. |
We have resolved the dispute. Please refer to the correspondence provided for details. | Displayed when all disputes are resolved, but with more than 1 status. |
Your claim was re-opened on << Reopen Date >>. | Displayed when one, or more, disputes have been re-opened. |
The case has been forwarded to the appropriate department. | Displayed when the case has been transferred to another organization. |
We have created a claim ID but the process is incomplete. | Displayed when the case is abandoned. |
We have created a claim ID but the process is incomplete | Displayed when the case has not been submitted but is not yet abandoned. |
Transaction Transaction Grid
The transaction grid lists out all dispute on the claim. External Users will have the ability to add additional fields to the grid and can access the ellipses menu to view transaction and recovery details for each dispute.
...
Field Name | View |
|---|---|
Dispute ID | Default |
Description | Default |
Transaction Date | Default |
Dispute Amount | Default |
Dispute Status | Default |
Acquirer Network | |
Dispute Reason | |
Documentation Required | |
Remaining Recovery Amount | |
Date Chargeback Rights Expire | |
NACHA Return Deadline | |
Chargeback Rights Indicator | |
Selected Recovery Reason |
Ellipses Menu
Utilize the Ellipses Menu to access additional details about each individual dispute, including the transaction and recovery details.
...
The Transaction Details modal displays additional transaction details obtained through enrichment.
...
Recovery Action Details
The Recovery Action Details modal displays a table view of all recovery attempts made on the dispute. Users also have the option to expand the Dispute Recovery Actions for a more detailed view of recovery attempts.
...
...
User Actions
The following actions are available to front office users to interact with an existing claim on behalf of the accountholder.
...
Users can add files to the case to share them with the back office. This will attach the file to the case and generate a Review New Attachment Assignment in the back office.
View Case Notes
Users can access notes placed on the claim based on the specified visibility.
When visibility is set to "Customer" or "Member", the note is visible to all users
When visibility is set to "Contact Center", the note is visible to front-office and back office users, but not customers/members.
When visibility is set to "Fulfillment", the note is only visible to back office users.
When a note is placed by an intake user, the visibility is set to Contact Center.
View Case Attachments
When a document is attached to a case. users can view case attachments. Attachments are assigned a visibility setting to only display certain case attachments to each user type. Once the document is attached to the case
...