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Details | Review Withdrawal Request This primary flow action prompts the user to review the withdrawal request and determine if the withdrawal should be processed.
SLA | None | Work Queue | InboundCommunication | Work Group | Multiexcerpt include | MultiExcerptName | work_group | PageWithExcerpt | InboundCommunication
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Overview
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Account holders can request to have their dispute or disputes withdrawn by calling in and working with an intake user or submitting the request through their self-service portal if enabled.
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How-To
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Step 1: Click the Review Withdrawal Request button
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Step 2: Confirm that the request truly is a claim withdrawal by reviewing the withdrawal reason
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Step 3A: If the message is a withdrawal request, answer "Proceed with the request?" with Yes
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Step 3B: If the message is not a withdrawal request, answer "Proceed with the request?" with No
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Step 4: Click the Apply button
Step 5: Click the Process Actions button
If the dispute is in the recovery process, it will need to be recalled prior to finalizing the withdrawal request. To demo this scenario, use this page or dispute that is in the Pending Acquirer Response or Pending Dispute Response status.
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Step 1: Locate the dispute in the Disposition node
Step 2: Use the "Sort & Filter" function to unhide non-workable assignments
Step 3: Uncheck the box next to Hide Non-Workable
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Step 4: Click the Apply Sort & Filter button
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Step 5: Select Recall or Recall Dispute from the Other Actions menu
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Step 6: Click Process Actions
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Step 7: Return to the Responses node and complete the withdrawal request
Other Actions
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The Other Actions menu offers additional actions and information that allows the user to effectively work the task.
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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.
Bulk Actions
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Bulk Actions enable users to apply action to multiple disputes at once, saving the user time.
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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.
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