| Stage | Analyze |
| Node | Investigation |
| Assignment(s) | Initial Investigation |
A provisional credit is a temporary credit issued from a bank to a member's account. In the dispute process, a provisional credit is provided while the investigation continues. The purpose of a provisional credit is to prevent additional monetary loss from the member's account due to an unauthorized charge or a disputed transaction.
How to complete the Initial Investigation assignment
- Determine if provisional credit should be issued or if the dispute needs to be denied or paid following your firm's protocol.
- To grant provisional credit, click the Grant Provisional Credit button.
- Answer the question "Send Provisional Credit Communication?" with Yes. Review the letter preview to confirm that the information is correct.
- Click the Apply button.
- Click the Process Action button.
- To pay the claim, click the Grant Final Credit button (this will pay all disputes in the Provisional Credit assignment). Select Grant Final Credit by clicking on the Other Actions button (ellipses) to pay the individual dispute.
Answer the question "Do you want to pursue recovery after granting final credit?" with Yes or No according to your firm's protocol.
If Yes is selected, the dispute will be paid and the Disposition Case assignment will be generated.
- Optional: Provide an explanation as to why you made the pay decision in the Reason field.
- Click the Apply button.
- Click the Process Actions button.
- To deny the claim, click the Deny All button (this will deny all disputes in the Provisional Credit assignment). Select Deny Dispute by clicking on the Other Actions button (ellipses) to deny the individual dispute.
Choose a deny reason under the Reason for Denial drop-down.
- Document the rationale for the denial in the Deny Comments which will post a note to the claim.
- Click the Apply button.
- Click the Process Actions button.