Overview
The Confirmation Screen is last the page in the claim creation process. This page provides valuable information such as any requested documents, any auto-issued credits to the account holder's account, and the claim resolution timeframe.
The transaction grid differs when pending charges are disputed.
How-To
Step 1: Provide the confirmation number
Users should provide the confirmation number to the account holder. The confirmation number may also present as "case ID" in the confirmation letter. Use whatever language best fits your organization.
The confirmation number is the claim ID in QFD. Back-office analysts will refer to the confirmation number as "claim ID" so we recommend advising learners of the various names this number is referred to as.
The confirmation number has a specific naming method:
- The first six digits are the date the claim was created in YYMMDD format.
- The following digits reflect the ordinal number which indicates the order this claim was created.
- The number set ends in "C" to indicate that this is a claim ID and not a dispute. Dispute IDs follow the same naming method but end in "D".
Step 2: Discuss the content in the What Happens Next section
The What Happens Next section includes details that make recapping the call easy. The information here clarifies any required documents, content about provisional credit, fees, and interest, and resolution timelines.
Requested Documents
If there is a document requirement, the What Happens Next section will include a bullet advising to complete and return the form within the next 10 business days. This bullet may also include instructions for returning the document depending on configurations.
Auto Provisional Credit
There will be a bullet point with information regarding the provisional credit issuance if the dispute met the configured thresholds.
Interest and Fees
Bullet points explaining temporary credit of interest and fees will be present on accounts that accrue interest or generate fees.
Resolution Times
The final bullet point will always reflect the resolution timeframe. The timeframe differs based on a variety of factors including the account type (credit or deposit), how old the account is, and certain situations for credit cards. This timeframe is always driven by regulation requirements.
Step 3: Advise the account holder of the confirmation letter
The user should let the account holder know that all the information they provided from the What Happens Next section will be sent to them via email or mail (account holder's contact method). The user can access and print the confirmation letter by clicking on the Save/Print PDF button.
For a sample confirmation letter, click here.
