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Overview

Intake users will have different actions available to them when following up on an existing claim, they will have access to the paid letter, and the Case Status will reflect information specific to the write-off It’s important to walkthrough a paid claim to prepare intake users for this scenario.

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How-To

Step 1: Open the Card Secure claim you’ve created

Use the Search bar to locate the Card Secure claim by entering the claim ID

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Step 2: Pay all disputes on the claim

You’ll need to take different steps to pay (write off) the claim depending on which node it’s currently in.

Enrichment

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If the Write Off option is available in the Other Actions menu, select it

  • Enter the following in the Please provide an explanation for the write off box:
    Completed fraud investigation and confirmed true fraud occurred - denied transactions after claim date indicates fraudster is unaware of card status, back-to-back purchase attempts shows urgency to drain the account

  • Click the Apply button

  • Click the Process Actions button

  • This dispute is now paid

If the Write Off option is not available in the Other Actions menu, create a failure

  • Click the Execute Enrich Data Service button

  • Click the Process Actions button

  • Repeat until the button changes to Retry Enrich Data Service Call

  • You can now select Write Off from the Other Actions menu

  • Follow the instructions above to pay the dispute

Collaboration

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If the Cancel Merchant Credit Check option is available in the Other Actions menu, select it

  • Click the Process Actions button

  • The task has been completed and the dispute has moved forward in the workflow

  • If the dispute is in the

Provisional Credit or

  • Investigation or Disposition node, follow the instructions below

  • If the dispute is in the

Investigation

  • Research node, select Resume Case Processing from the Other Actions menu

    • Click the Process Actions button

    • The dispute will now move to the next node

If the Cancel Merchant Credit Check option is not available in the Other Actions menu, create a failure

  • Click the Resume Service Execution button

  • Click the Process Actions button

  • Repeat until the button changes to Continue Process

    • Click the Continue Process button

    • Click the Apply button

    • Click the Process Actions button

    • The dispute will now move to the next node

Provisional Credit


Investigation

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  • Click the Grant Final Credit button

  • Select No in response to “Do you want to continue to pursue recovery after granting final credit?”

  • Enter the following in the Reason freeform box:
    Completed fraud investigation and confirmed true fraud occurred - denied transactions after claim date indicates fraudster is unaware of card status, back-to-back purchase attempts shows urgency to drain the account

  • Click the Apply button

  • Click the Process Actions button

  • The dispute is now paid

Disposition

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The task is

Process Liability

Final Investigation

  • Click the

Process Liability

  • Perform Final Investigation for All button

  • Select Write Off under Next Step

  • Enter the following in the Please provide an explanation box:
    Completed fraud investigation and confirmed true fraud occurred - denied transactions after claim date indicates fraudster is unaware of card status, back-to-back purchase attempts shows urgency to drain the account

  • Click the Apply button

  • Click the Process Actions button

  • The dispute is now paid

The task is Disposition Case

  • Click the Do Not Pursue Recovery for All button

  • Enter the following in the Reason freeform box:
    Completed fraud investigation and confirmed true fraud occurred - denied transactions after claim date indicates fraudster is unaware of card status, back-to-back purchase attempts shows urgency to drain the account

  • Select

Process Liability

  • Perform Final Investigation from the Liability Decision drop-down

  • Select Write Off under Next Step

  • Copy and paste the text entered in the Reason box into the Please provide an explanation box

  • Click the Apply button

  • Click the Process Actions button

  • The dispute is now paid


Step 3: Place a write off note on the claim

Place a note on the claim that can be reviewed in training.

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  1. Access the Notes hub in the Case Tools section

  2. Enter the following in the Subject line:
    Write-off Dispute ending in <last 4 digits of dispute ID>

  3. Enter the following in the Note box:
    Completed fraud investigation and true fraud did not occur, undisputed transactions authorized after stolen date, the disputed transactions on the case were placed as chip-read charges indicating that the account holder has possession of the card

  4. Update Visibility to Contact Center

  5. Click the Add button

  6. The note has been added to the claim

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Step 4: Expedite QFD’s write off process

You can either wait for QFD to complete these steps on its own, which can take up to an hour, or you can complete these steps yourself to ensure the claim is resolved.

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  1. Under the Resolve stage, click the Paid node

  2. Click the Resume button

  3. Click the Process Actions button

  4. If presented with the Continue Process button or Resume button, click it

  5. Click the Apply button

  6. Click the Process Actions button

  7. This process is complete


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