Skip to end of banner
Go to start of banner

Actions

Skip to end of metadata
Go to start of metadata

You are viewing an old version of this page. View the current version.

Compare with Current View Page History

« Previous Version 9 Next »

Overview

The Actions drop-down empowers users to interact with the case, offering a range of options that differ based on the configuration and the current stage of the claim in its lifecycle. Use an open example claim to review the choices in the Actions drop-down. 


How-To

Add Transactions

Users can add disputed transactions to the claim if enabled. This feature is saves the user time and effort because they will not need to create a new claim. Review internal guidelines to let the users know when a transaction should be added versus when a new claim needs to be created. 

Transactions cannot be added when:

  • This configuration is not enabled
  • The case has been resolved
  • The disputed transaction being added has a different regulatory deadline
  • The disputed transaction being added is a different product
  • Recovery has been pursued

Review this page to walk through the Add Transactions workflow. Use an open case that has not been recovered on to demo this process. See the fraud example below.

 Click here to expand...

Fraud card secure claim

Account holder calls in to report an additional unauthorized charge

Add it, done!


Contact Date Override

Users can change the contact date if enabled. Adjusting this date will impact the regulatory deadlines so it's imperative to discuss when to use this function with learners. This function is optional, so review your configuration to know whether this is relevant to your portal. 

Review this page to walk through the Contact Date Override workflow. Use an open case that has not been recovered on to demo this process. See the non-fraud example below.

 Click here to expand...

Quality claim

Place a note on the claim saying this claim was created by letter and needs to be backdated to <date>

Change contact date and done!


Process Duplicate Credit

Users can apply a merchant refund to a paid claim which prompts QFD to debit the accountholder and send the Duplicate Credit letter. 

This function is not available on denied or open claims. In order to demo this process, you'll need to use a paid case.

Review this page to walk through the Process Duplicate Credit workflow. 


Reclassify Case

Users can reclassify a case based on their review of the case. Review internal guidelines regarding when to reclassify with your learners. 

Important information:

  • When reclassifying from Non-fraud to Fraud, the card will not be closed in QFD
    • Users will need to close the card using an external system
    • Users will need to reach out to account holder to notify them of the card closure and ask about reissuance.
  • Reclassifying the case requires the new claim reason's questionnaire to be completed
    • This may necessitate reaching out to the account holder to ask the questionnaire questions
  • The case cannot be reclassified if recovery has been pursued

Review this page to walk through the Reclassify Case workflow. Use an open claim that has not yet been recovered on. See the non-fraud example below.

 Click here to expand...

Credit Posted as Debit

Account holder has a refund receipt but the merchant hasn't issued the refund yet

Reclassify to Credit not Processed



Reopen Case

XYZ


Withdraw Paid Dispute

XYZ


Write Off

XYZ



  • No labels