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 13 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...

How to Add Transactions

  1. Access the open card secure claim example that was created following this page

  2. Review the Responses node which will reflect the Review New Attachment task


  3. Click the Review New Attachment button

  4. Click the Request to Add Transaction to Claim link

  5. A pop-up window will appear and reflect the following note:
    Account holder called in to request to add the <merchant name> charge for <amount> on <transaction date>. This charge is also fraudulent.

  6. Click the Apply button

  7. Click the Process Actions button

  8. Click the Actions button


  9. Select Add Transactions

  10. Locate the transaction indicated in the Review New Attachment task 

  11. Select the transaction


  12. Click the Submit button

  13. The new dispute may be in the Enrichment node

  14. QFD will spin up the Added Transactions/Additional Disputes letter

  15. The process is complete



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...

How to Override the Contact Date

  1. Access the open quality claim example that was created following this page

  2. Review the Responses node which will reflect the Review New Attachment task


  3. Click the Review New Attachment button

  4. Click the Claim was Mailed In link

  5. A pop-up window will appear and reflect the following note:
    Contact date needs to be updated to <3 business prior to today's date> to match the letter date.

  6. Click the Apply button

  7. Click the Process Actions button

  8. Click the Actions button


  9. Select Contact Date Override

  10. Using the calendar tool, select the date indicated in the Review New Attachment task 


  11. Click the Submit button

  12.  The process is complete



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. 

 Click here to expand...

How to Process Duplicate Credit

  1. Access the paid cancelled recurring claim example that was created following this page

  2. Click the Actions button


  3. Select Process Duplicate Credit

  4. Select the paid dispute 


  5. Click the Next button

  6. Show the transaction search, but do not select the matching credit if it's present; this claim will be used for the Withdraw Paid Dispute demo


  7.  The process is complete



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...

How to Reclassify the Case

  1. Access the open credit posted as debit claim example that was created following this page

  2. Review the Claim and Dispute Details node


  3. Review the details provided under "Do you have any additional information to provide about this dispute?"
    The claim reason is Credit Posted as Debit, but needs to be updated to Credit Not Processed
  4. Click the Actions button


  5. Select Reclassify Case

  6. Select I made this purchase, but there is a problem and I need to dispute it. in response to "Which of the following would you like to report?"

  7. Select I cancelled or returned the merchandise or service and have not received the expected credit. in response to "Which of the following best describes the reason for your dispute?"


  8. Click the Next button

  9. Select Merchandise in response to "What was purchased?"

  10. Select No in response to "Were you issued a partial credit?"

  11. Enter the following in the text box under "Please provide a description of what was ordered."
    Ghirardelli hot chocolate kit, 32 oz. Stanley water bottle, 5 ft. USB-C cable

  12. Using the calendar tool, select a date in the past week in response to "What was the last expected receipt date for the merchandise?"

  13. Select No in response to "Did you cancel?"


  14. Select Yes in response to "Did you return the merchandise?"

  15. Using the calendar tool, select a date in the past week in response to "When did you return the merchandise?"

  16. Select Face to Face in response to "What return method did you use?"

  17. Select Yes in response to Were you provided a credit voucher, voided transaction receipt or refund acknowledgement?"

  18. Using the calendar tool, select a date in the past week in response to "What is the date on the credit voucher, transaction receipt, or refund acknowledgement?" 


  19. Select Yes in response to "Did you attempt to resolve with the merchant?"

  20. Enter the following in the text box under "Please explain:"
    Account holder called in and told us they have a refund receipt but the merchant hasn't issued the refund yet

  21. Select No in response to "Do you have any additional information to provide about this dispute?"


  22. Click the Continue button

  23.  The process is complete



Reopen Case

Users can reopen the case on denied claims. Discuss with the learner group when to reopen the case versus creating a new case. 

Review this page to walk through the Reopen Case workflow. Use a denied claim example to demo this process. 

 Click here to expand...

How to Reopen a Case

  1. Access the denied fraud claim example that was created following this page

  2. Click the Actions button


  3. Select Reopen

  4. Enter the following in the box under "Why are you requesting to reopen the case?"
    Account holder reasserts fraud occurred on their account

  5. Select Yes in response to "Do you have new information that was not already provided when your dispute was initiated?"


  6. Enter the following in the box under "Please provide specific details that were not included in your original dispute as well as any documentation that can support your claims."
    Account holder reached out to merchant and obtained an email confirming the merchant has no orders placed by the account holder

  7. Select No in response to "Would you like to issue provisional credit?"


  8. Select the transaction you'd like to re-investigate


  9. To reopen the case, click the Submit button or to leave the case closed, click the X in the upper right

  10.  The process is complete



Withdraw Paid Dispute

Users can deny a paid dispute using the Withdraw Paid Dispute option which prompts QFD to debit the accountholder and send the Withdrawn Letter. The function is only available when there is a paid dispute on the claim. 

Users should use this function when the account holder requests to withdraw a dispute or claim that has been paid. 

Review this page to walk through the Withdraw Paid Dispute workflow. Use a paid claim example to demo this process.

 Click here to expand...

How to Withdraw a Paid Case

  1. Access the paid cancelled recurring claim example that was created following this page

  2. Click the Actions button


  3. Select Withdraw Paid Dispute

  4. Select the paid dispute to withdraw


  5. Click the Next button

  6.  The process is complete



  • No labels