Overview
The Execute Chargeback assignment prompts the user to manually submit the chargeback in the firm's system of choice (VROL, Mastercom, Co-op, etc.). Review internal documentation to learn how to file a chargeback in the external system. These procedures should include how to log into the external system, how to complete the case filing, and how to complete the dispute resolution form.
Consider when users need to notate work they complete for this assignment including notating the case number and uploading any relevant screenshots and the dispute resolution form to QFD.
How-To
Use the example claim you've prepared for the walkthrough.
Visa
Step 1: Click the Execute Chargeback Manually button
Step 2: Submit the chargeback in the external system
Step 3: Return to QFD once you have verified that the necessary steps have been taken in the appropriate system
Step 4: Complete the task in QFD
Step 5: Click the Apply button
Step 6: Click the Process Actions button
Mastercard
Step 1: Click the Execute Chargeback Manually button
Step 2: Submit the chargeback in the external system
Step 3: Return to QFD once you have verified that the necessary steps have been taken in the appropriate system
Step 4: Complete the task in QFD
Step 5: Click the Apply button
Step 6: Click the Process Actions button
Other Actions
The Other Actions menu offers additional actions and information that allows the user to effectively work the task.
Cancel Recovery
This action allows the user to cancel the recovery workflow for this dispute and return it to the Disposition Case assignment. In the Disposition Case assignment, the user can then write-off or deny the dispute.
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 or is stuck.
Bulk Actions
Bulk Actions enable users to apply action to multiple disputes at once, saving the user time.
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.
