QFD provides several options for automating Provisional Credit based on various risk factors and documentation requirements. When risk factors are present, or the amount of the claim exceeds configurable thresholds, the decision is left to a user. Additionally, QFD will ensure that provisional credit is issued in accordance with applicable regulatory requirements, if not already issued prior to the required date.
Extension: Decision Automation
To configure provisional credit to be automatically granted or denied when a claim is submitted, see Initial Interaction Decision.
Reassertion
When a resolved dispute is reopened, this flow is skipped. For more information, see Reassertion
If the claim decision was set to "AutoPay", the Final Processing flow is executed to process the final credit and resolution notification.
The system then checks to see if any required customer documentation is missing.
Extension: Pend for Documents
If any required documents are missing, the system will delay further processing until the document(s) are received or the configured pend duration expires.
When processing resumes, the Provisional Credit Preconditions are evaluated to determine which of the following actions is executed.
Action Description AUTO The system automatically sets the decision to "Grant" and executes the Issue Provisional Credit flow. MANUAL Generates a Initial Investigation assignment that prompts a user to determine if credit should be granted. SKIP Skips to Post Provisional Credit. PEND Pends for a specified number of days. Must be set to a valid pend reason as defined in the .PendReason property.
If a user pends the case for Fraud Review and the dispute is accepted, the system will check to see if automatic provisional credit is configured. If so, the manual review assignment is skipped.
Extension: Accepted Fraud Review Grants PC When enabled, this optional extension will automatically grant provisional credit when the result of a fraud review is "Accept". To enable, set D_ImplConfig.FraudReviewAcceptAppliesPC to true.
If a user grants credit and approval is enabled, the Provisional Credit Decision Approval Flow flow is executed.
Extension: Decision Approval This optional extension provides added control in your fulfillment process by requiring an escalated review of key, manual decision points. For more information, see Approvals.
When all steps are complete, the Post Provisional Credit flow is executed.
Extension: Provisional Credit User Override
Extension: Chargeback PC
By default, the system is configured to issue provisional credit to the customer in the Investigation step. To configure the system to issue provisional credit after a chargeback has been filed for card disputes, update IssueProvisionalCreditAfterChargeback to evaluate to TRUE.