QFD supports the ability to check for merchant credits from various steps within the case life-cycle. Automated checks for merchant credit allow claims to be resolved before resorting to a chargeback.
When checking for a credit, the system will evaluate credits posted to the account since the posting date of the disputed transaction and apply the Merchant Credit Matching logic to identify potential matches.
Automatic Merchant Credit Checks
QFD will automatically route into the Merchant Credit Check flow in various places to check for potential merchant credits. This is only enabled if a client has AUTO merchant credit enabled in the Merchant Credit Check Preconditions. Currently, QFD will check for merchant credit at the below places in the case life cycle.
Check for Merchant Credit Action
This action is available from the Other Actions menu when the following dispute is...
- Not in a resolved status.
- Not in a resolution approval status, such as deny or write-off approval.
- A posted transaction.
- Not in active recovery.
To execute this action, select Check for Merchant Credit from the Other Actions menu for the applicable dispute.
Pend for Merchant Credit
This pend reason is available from the Other Actions > Pend menu when a dispute is...
- Not in a resolved status.
- Not in a resolution approval status, such as deny or write-off approval.
- A posted transaction.
- Not in active recovery.
Applying a Merchant Credit
When a merchant credit is identified, it can be applied to one, or more, disputes. If a credit is less than the disputed amount of the transaction, the user will be prompted to specify whether the credit resolves the dispute(s). If the credit does not fully resolve the dispute, further recovery actions may be pursued. Additionally, multiple credits can be selected and applied to a single dispute. If the amount of the merchant credit is greater than the amount of the dispute, the remaining, unused credit amount may be applied to other disputes. Depending on the resolution status of the dispute, one of the following account holder notifications will be generated.
Duplicate Credit Prevention
By default, the system will prevent merchant credit transactions from being over-utilized across multiple disputes. A message is displayed on the credit transaction indicating to the user that the credit has been fully or partially applied to other dispute(s).
Not Available for Non-Card Claims
The system will prevent users from executing a merchant credit check. Users won't be able to execute an auto merchant credit check, a manual check from other actions, nor as a pend reason.
Flow
The system will evaluate Merchant Credit Check Preconditions to determine which of the following actions is executed.
Action DescriptionAUTO The Auto Merchant Credit flow is executed. If a possible match is found and cannot be confirmed by the system, it is presented to the user in the Check for Merchant Credit assignment for manual confirmation. If a credit is identified by the system or a user, the Deny Dispute flow is executed with a deny reason of "Merchant Credit". MANUAL The Check for Merchant Credit assignment is generated and prompts a user to review potential credits and select any that apply.
Extension: Wait for Merchant Credit Duration
By default, the system will wait 3 business days for a merchant credit to post. This can be customized using the MerchantCreditCheckDayLimit DSS.
Extension: Duplicate Credit Prevention
To disable Duplicate Credit Prevention, and allow users to select credits that have already been utilized, set D_ImplConfig.IgnoreMerchantCreditAmountApplied to true.