Test name | Summary | How to | Pass criteria |
Case Creation - Card Lost | Create a fraud claim for a card transaction with the dispute reason Card Lost. | Review the Intake HUB page to see the flow for creating a claim. For specific questions based on the dispute reason, see the Fraud questionnaire here. On the homepage, click the New button, then click on Claim. Search for the accountholder using valid test data Select the accountholder then click the Continue button. Select the relevant account or card then click the Continue button. If an account was selected, answer the question "Is the issue you are reporting related to a transaction made with your card" with Yes. Select I did not authorize this transaction. I suspect fraud. in response to "Which of the following would you like to report?" Select I lost my card. in response to "Which of the following best describes the reason for your dispute?" Click the Continue button. Select the transaction(s) you'd like to use for this claim. Then click the Continue button. Answer the additional questions presented. These questions are specific to the claim reason and include the block and resissue inquiry. Click the Continue button. If a Statement of Fraud is required, the requirement will display on the following screen. If there are no required documents, the Summary screen will display. Review the disputed transaction(s) under "You are disputing X transaction(s) for a total of XX.XX USD." Review the email contained in the message "If we need to contact you, it will be at this address: (accountholder's email). You may contact us by simply replying to our message." Click the Submit button. The Confirmation screen will display.
| QFD identified card transactions in the Transaction Search Correct questions populated What Happen Next section populated with valid details PDF of the confirmation letter is available and can be downloaded on the Confirmation screen (Save/Print PDF button) Claim was successfully created
|
Case Creation - Card Stolen | Create a fraud claim for a card transaction with the dispute reason Card Stolen. | Review the Intake HUB page to see the flow for creating a claim. For specific questions based on the dispute reason, see the Fraud questionnaire here. On the homepage, click the New button, then click on Claim. Search for the accountholder using valid test data Select the accountholder then click the Continue button. Select the relevant account or card then click the Continue button. If an account was selected, answer the question "Is the issue you are reporting related to a transaction made with your card" with Yes. Select I did not authorize this transaction. I suspect fraud. in response to "Which of the following would you like to report?" Select My card was stolen. in response to "Which of the following best describes the reason for your dispute?" Click the Continue button. Select the transaction(s) you'd like to use for this claim. Then click the Continue button. Answer the additional questions presented. These questions are specific to the claim reason and include the block and resissue inquiry. Click the Continue button. If a Statement of Fraud is required, the requirement will display on the following screen. If there are no required documents, the Summary screen will display. Review the disputed transaction(s) under "You are disputing X transaction(s) for a total of XX.XX USD." Review the email contained in the message "If we need to contact you, it will be at this address: (accountholder's email). You may contact us by simply replying to our message." Click the Submit button. The Confirmation screen will display.
| QFD identified card transactions in the Transaction Search Correct questions populated What Happen Next section populated with valid details PDF of the confirmation letter is available and can be downloaded on the Confirmation screen (Save/Print PDF button) Claim was successfully created
|
Case Creation - Card Not Received | Create a fraud claim for a card transaction with the dispute reason Card Not Received. | Review the Intake HUB page to see the flow for creating a claim. For specific questions based on the dispute reason, see the Fraud questionnaire here. On the homepage, click the New button, then click on Claim. Search for the accountholder using valid test data Select the accountholder then click the Continue button. Select the relevant account or card then click the Continue button. If an account was selected, answer the question "Is the issue you are reporting related to a transaction made with your card" with Yes. Select I did not authorize this transaction. I suspect fraud. in response to "Which of the following would you like to report?" Select I did not receive my card. in response to "Which of the following best describes the reason for your dispute?" Click the Continue button. Select the transaction(s) you'd like to use for this claim. Then click the Continue button. Answer the additional questions presented. These questions are specific to the claim reason and include the block and resissue inquiry. Click the Continue button. If a Statement of Fraud is required, the requirement will display on the following screen. If there are no required documents, the Summary screen will display. Review the disputed transaction(s) under "You are disputing X transaction(s) for a total of XX.XX USD." Review the email contained in the message "If we need to contact you, it will be at this address: (accountholder's email). You may contact us by simply replying to our message." Click the Submit button. The Confirmation screen will display.
| QFD identified card transactions in the Transaction Search Correct questions populated What Happen Next section populated with valid details PDF of the confirmation letter is available and can be downloaded on the Confirmation screen (Save/Print PDF button) Claim was successfully created
|
Case Creation - Card Secure | Create a fraud claim for a card transaction with the dispute reason Card Secure. | Review the Intake HUB page to see the flow for creating a claim. For specific questions based on the dispute reason, see the Fraud questionnaire here. On the homepage, click the New button, then click on Claim. Search for the accountholder using valid test data Select the accountholder then click the Continue button. Select the relevant account or card then click the Continue button. If an account was selected, answer the question "Is the issue you are reporting related to a transaction made with your card" with Yes. Select I did not authorize this transaction. I suspect fraud. in response to "Which of the following would you like to report?" Select I lost my card. in response to "Which of the following best describes the reason for your dispute?" Click the Continue button. Select the transaction(s) you'd like to use for this claim. Then click the Continue button. Answer the additional questions presented. These questions are specific to the claim reason and include the block and resissue inquiry. Click the Continue button. If a Statement of Fraud is required, the requirement will display on the following screen. If there are no required documents, the Summary screen will display. Review the disputed transaction(s) under "You are disputing X transaction(s) for a total of XX.XX USD." Review the email contained in the message "If we need to contact you, it will be at this address: (accountholder's email). You may contact us by simply replying to our message." Click the Submit button. The Confirmation screen will display.
| QFD identified card transactions in the Transaction Search Correct questions populated What Happen Next section populated with valid details PDF of the confirmation letter is available and can be downloaded on the Confirmation screen (Save/Print PDF button) Claim was successfully created
|
Case Creation - Charged More Than Once | Create a non-fraud claim for a card transaction with the dispute reason Charged More Than Once. | Review the Intake HUB page to see the flow for creating a claim. For specific questions based on the dispute reason, see the Non-fraud questionnaire for Visa here and Mastercard here. On the homepage, click the New button, then click on Claim. Search for the accountholder using valid test data Select the accountholder then click the Continue button. Select the relevant account or card then click the Continue button. If an account was selected, answer the question "Is the issue you are reporting related to a transaction made with your card" with Yes. Select I made this purchase but there is a problem and I need to dispute it. in response to "Which of the following would you like to report?" Select I was charged more than once. in response to "Which of the following best describes the reason for your dispute?" Click the Continue button. Select the transaction you'd like to use for this claim. Then click the Continue button. Answer the additional questions presented. These questions are specific to the claim reason. Click the Continue button. Review the disputed transaction(s) under "You are disputing X transaction(s) for a total of XX.XX USD." Review the email contained in the message "If we need to contact you, it will be at this address: (accountholder's email). You may contact us by simply replying to our message." Click the Submit button. The Confirmation screen will display.
| QFD identified card transactions in the Transaction Search Correct questions populated What Happen Next section populated with valid details PDF of the confirmation letter is available and can be downloaded on the Confirmation screen (Save/Print PDF button) Claim was successfully created
|
Case Creation - Merchandise or Service Not Received | Create a non-fraud claim for a card transaction with the dispute reason Merchandise or Service Not Received. | Review the Intake HUB page to see the flow for creating a claim. For specific questions based on the dispute reason, see the Non-fraud questionnaire for Visa here and Mastercard here. On the homepage, click the New button, then click on Claim. Search for the accountholder using valid test data Select the accountholder then click the Continue button. Select the relevant account or card then click the Continue button. If an account was selected, answer the question "Is the issue you are reporting related to a transaction made with your card" with Yes. Select I made this purchase but there is a problem and I need to dispute it. in response to "Which of the following would you like to report?" Select I haven't received merchandise or a service I purchased. in response to "Which of the following best describes the reason for your dispute?" Click the Continue button. Select the transaction you'd like to use for this claim. Then click the Continue button. Answer the additional questions presented. These questions are specific to the claim reason. Click the Continue button. Review the disputed transaction(s) under "You are disputing X transaction(s) for a total of XX.XX USD." Review the email contained in the message "If we need to contact you, it will be at this address: (accountholder's email). You may contact us by simply replying to our message." Click the Submit button. The Confirmation screen will display.
| QFD identified card transactions in the Transaction Search Correct questions populated What Happen Next section populated with valid details PDF of the confirmation letter is available and can be downloaded on the Confirmation screen (Save/Print PDF button) Claim was successfully created
|
Case Creation - Canceled or Returned Merchandise or Service | Create a non-fraud claim for a card transaction with the dispute reason Canceled or Returned Merchandise or Service. | Review the Intake HUB page to see the flow for creating a claim. For specific questions based on the dispute reason, see the Non-fraud questionnaire for Visa here and Mastercard here. On the homepage, click the New button, then click on Claim. Search for the accountholder using valid test data Select the accountholder then click the Continue button. Select the relevant account or card then click the Continue button. If an account was selected, answer the question "Is the issue you are reporting related to a transaction made with your card" with Yes. Select I made this purchase but there is a problem and I need to dispute it. in response to "Which of the following would you like to report?" Select I canceled or returned the merchandise or service and have not received the expected credit. in response to "Which of the following best describes the reason for your dispute?" Click the Continue button. Select the transaction you'd like to use for this claim. Then click the Continue button. Answer the additional questions presented. These questions are specific to the claim reason. Click the Continue button. Review the disputed transaction(s) under "You are disputing X transaction(s) for a total of XX.XX USD." Review the email contained in the message "If we need to contact you, it will be at this address: (accountholder's email). You may contact us by simply replying to our message." Click the Submit button. The Confirmation screen will display.
| QFD identified card transactions in the Transaction Search Correct questions populated What Happen Next section populated with valid details PDF of the confirmation letter is available and can be downloaded on the Confirmation screen (Save/Print PDF button) Claim was successfully created
|
Case Creation - Canceled Recurring | Create a non-fraud claim for a card transaction with the dispute reason Canceled Recurring. | Review the Intake HUB page to see the flow for creating a claim. For specific questions based on the dispute reason, see the Non-fraud questionnaire for Visa here and Mastercard here. On the homepage, click the New button, then click on Claim. Search for the accountholder using valid test data Select the accountholder then click the Continue button. Select the relevant account or card then click the Continue button. If an account was selected, answer the question "Is the issue you are reporting related to a transaction made with your card" with Yes. Select I made this purchase but there is a problem and I need to dispute it. in response to "Which of the following would you like to report?" Select I have an issue with a recurring transaction on my account. in response to "Which of the following best describes the reason for your dispute?" Click the Continue button. Select the transaction(s) you'd like to use for this claim. Then click the Continue button. Answer the additional questions presented. These questions are specific to the claim reason. Click the Continue button. Review the disputed transaction(s) under "You are disputing X transaction(s) for a total of XX.XX USD." Review the email contained in the message "If we need to contact you, it will be at this address: (accountholder's email). You may contact us by simply replying to our message." Click the Submit button. The Confirmation screen will display.
| QFD identified card transactions in the Transaction Search Correct questions populated What Happen Next section populated with valid details PDF of the confirmation letter is available and can be downloaded on the Confirmation screen (Save/Print PDF button) Claim was successfully created
|
Case Creation - Merchandise or Service Issue | Create a non-fraud claim for a card transaction with the dispute reason Merchandise or Service Issue. | Review the Intake HUB page to see the flow for creating a claim. For specific questions based on the dispute reason, see the Non-fraud questionnaire for Visa here and Mastercard here. On the homepage, click the New button, then click on Claim. Search for the accountholder using valid test data Select the accountholder then click the Continue button. Select the relevant account or card then click the Continue button. If an account was selected, answer the question "Is the issue you are reporting related to a transaction made with your card" with Yes. Select I made this purchase but there is a problem and I need to dispute it. in response to "Which of the following would you like to report?" Select I am dissatisfied with the merchandise or a service I received. in response to "Which of the following best describes the reason for your dispute?" Click the Continue button. Select the transaction you'd like to use for this claim. Then click the Continue button. Answer the additional questions presented. These questions are specific to the claim reason. Click the Continue button. Review the disputed transaction(s) under "You are disputing X transaction(s) for a total of XX.XX USD." Review the email contained in the message "If we need to contact you, it will be at this address: (accountholder's email). You may contact us by simply replying to our message." Click the Submit button. The Confirmation screen will display.
| QFD identified card transactions in the Transaction Search Correct questions populated What Happen Next section populated with valid details PDF of the confirmation letter is available and can be downloaded on the Confirmation screen (Save/Print PDF button) Claim was successfully created
|
Case Creation - Charged or Credited Incorrectly | Create a non-fraud claim for a card transaction with the dispute reason Charged or Credited Incorrectly. | Review the Intake HUB page to see the flow for creating a claim. For specific questions based on the dispute reason, see the Non-fraud questionnaire for Visa here and Mastercard here. On the homepage, click the New button, then click on Claim. Search for the accountholder using valid test data Select the accountholder then click the Continue button. Select the relevant account or card then click the Continue button. If an account was selected, answer the question "Is the issue you are reporting related to a transaction made with your card" with Yes. Select I made this purchase but there is a problem and I need to dispute it. in response to "Which of the following would you like to report?" Select I was charged or credited incorrectly. in response to "Which of the following best describes the reason for your dispute?" Click the Continue button. Select the transaction you'd like to use for this claim. Then click the Continue button. Answer the additional questions presented. These questions are specific to the claim reason. Click the Continue button. Review the disputed transaction(s) under "You are disputing X transaction(s) for a total of XX.XX USD." Review the email contained in the message "If we need to contact you, it will be at this address: (accountholder's email). You may contact us by simply replying to our message." Click the Submit button. The Confirmation screen will display.
| QFD identified card transactions in the Transaction Search Correct questions populated What Happen Next section populated with valid details PDF of the confirmation letter is available and can be downloaded on the Confirmation screen (Save/Print PDF button) Claim was successfully created
|
Case Creation - ATM Dispensed Wrong Amount | Create an ATM claim for a card transaction with the dispute reason Dispensed Wrong Amount. | Review the Intake HUB page to see the flow for creating a claim. For specific questions based on the dispute reason, see the ATM questionnaire here. On the homepage, click the New button, then click on Claim. Search for the accountholder using valid test data Select the accountholder then click the Continue button. Select the relevant account or card then click the Continue button. If an account was selected, answer the question "Is the issue you are reporting related to a transaction made with your card" with Yes. Select I had an issue while using my card at an ATM. in response to "Which of the following would you like to report?" Select I did not receive cash or received partial cash at an ATM. in response to "Which of the following best describes the reason for your dispute?" Click the Continue button. Select the transaction you'd like to use for this claim. Then click the Continue button. Answer the additional questions presented. These questions are specific to the claim reason. Click the Continue button. Review the disputed transaction(s) under "You are disputing X transaction(s) for a total of XX.XX USD." Review the email contained in the message "If we need to contact you, it will be at this address: (accountholder's email). You may contact us by simply replying to our message." Click the Submit button. The Confirmation screen will display.
| QFD identified card transactions in the Transaction Search Correct questions populated What Happen Next section populated with valid details PDF of the confirmation letter is available and can be downloaded on the Confirmation screen (Save/Print PDF button) Claim was successfully created
|
Case Creation - ATM Deposited Wrong Amount | Create an ATM claim for a card transaction with the dispute reason Deposited Wrong Amount. | Review the Intake HUB page to see the flow for creating a claim. For specific questions based on the dispute reason, see the ATM questionnaire here. On the homepage, click the New button, then click on Claim. Search for the accountholder using valid test data Select the accountholder then click the Continue button. Select the relevant account or card then click the Continue button. If an account was selected, answer the question "Is the issue you are reporting related to a transaction made with your card" with Yes. Select I had an issue while using my card at an ATM. in response to "Which of the following would you like to report?" Select My ATM deposit did not post to my account or posted for the wrong amount. in response to "Which of the following best describes the reason for your dispute?" Click the Continue button. Select the transaction(s) you'd like to use for this claim. Then click the Continue button. Answer the additional questions presented. These questions are specific to the claim reason. Click the Continue button. Review the disputed transaction(s) under "You are disputing X transaction(s) for a total of XX.XX USD." Review the email contained in the message "If we need to contact you, it will be at this address: (accountholder's email). You may contact us by simply replying to our message." Click the Submit button. The Confirmation screen will display.
| QFD identified card transactions in the Transaction Search Correct questions populated What Happen Next section populated with valid details PDF of the confirmation letter is available and can be downloaded on the Confirmation screen (Save/Print PDF button) Claim was successfully created
|
Case Creation - ATM Deposit Did Not Post | Create an ATM claim for a card transaction with the dispute reason Deposit Did Not Post. | Review the Intake HUB page to see the flow for creating a claim. For specific questions based on the dispute reason, see the ATM questionnaire here. On the homepage, click the New button, then click on Claim. Search for the accountholder using valid test data Select the accountholder then click the Continue button. Select the relevant account or card then click the Continue button. If an account was selected, answer the question "Is the issue you are reporting related to a transaction made with your card" with Yes. Select I had an issue while using my card at an ATM. in response to "Which of the following would you like to report?" Select My ATM deposit did not post to my account or posted for the wrong amount. in response to "Which of the following best describes the reason for your dispute?" Click the Continue button. Answer the additional questions presented. These questions are specific to the claim reason. Click the Continue button. Review the disputed transaction(s) under "You are disputing X transaction(s) for a total of XX.XX USD." Review the email contained in the message "If we need to contact you, it will be at this address: (accountholder's email). You may contact us by simply replying to our message." Click the Submit button. The Confirmation screen will display.
| QFD identified card transactions in the Transaction Search Correct questions populated What Happen Next section populated with valid details PDF of the confirmation letter is available and can be downloaded on the Confirmation screen (Save/Print PDF button) Claim was successfully created
|
Case Creation - ACH Unauthorized | Create an ACH claim for an account transaction with the dispute reason Unauthorized. | Review the Intake HUB page to see the flow for creating a claim. For specific questions based on the dispute reason, see the ACH questionnaire here. On the homepage, click the New button, then click on Claim. Search for the accountholder using valid test data Select the accountholder then click the Continue button. Select the relevant account then click the Continue button. Answer the question "Is the issue you are reporting related to a transaction made with your card" with No. Select I did not authorize a debit or credit to my account. in response to "Which of the following would you like to report?" Click the Continue button. Select the transaction(s) you'd like to use for this claim. Then click the Continue button. Answer the additional questions presented. These questions are specific to the claim reason. Click the Continue button. The document requirement for the Written Statement of Unauthorized Debit will display on the following screen. Review the disputed transaction(s) under "You are disputing X transaction(s) for a total of XX.XX USD." Review the email contained in the message "If we need to contact you, it will be at this address: (accountholder's email). You may contact us by simply replying to our message." Click the Submit button. The Confirmation screen will display.
| QFD identified card transactions in the Transaction Search Correct questions populated What Happen Next section populated with valid details PDF of the confirmation letter is available and can be downloaded on the Confirmation screen (Save/Print PDF button) Claim was successfully created
|
Case Creation - ACH Revoked | Create an ACH claim for an account transaction with the dispute reason Revoked. | Review the Intake HUB page to see the flow for creating a claim. For specific questions based on the dispute reason, see the ACH questionnaire here. On the homepage, click the New button, then click on Claim. Search for the accountholder using valid test data Select the accountholder then click the Continue button. Select the relevant account then click the Continue button. Answer the question "Is the issue you are reporting related to a transaction made with your card" with No. Select I previously authorized a debit to my account, but since revoked the authorization. in response to "Which of the following would you like to report?" Click the Continue button. Select the transaction you'd like to use for this claim. Then click the Continue button. Answer the additional questions presented. These questions are specific to the claim reason. If enabled, the stop payment question will prompt. Click the Continue button. The document requirement for the Written Statement of Unauthorized Debit will display on the following screen. Review the disputed transaction(s) under "You are disputing X transaction(s) for a total of XX.XX USD." Review the email contained in the message "If we need to contact you, it will be at this address: (accountholder's email). You may contact us by simply replying to our message." Click the Submit button. The Confirmation screen will display.
| QFD identified card transactions in the Transaction Search Correct questions populated What Happen Next section populated with valid details PDF of the confirmation letter is available and can be downloaded on the Confirmation screen (Save/Print PDF button) Claim was successfully created
|
Case Creation - ACH Debited Early | Create an ACH claim for an account transaction with the dispute reason Debited Early. | Review the Intake HUB page to see the flow for creating a claim. For specific questions based on the dispute reason, see the ACH questionnaire here. On the homepage, click the New button, then click on Claim. Search for the accountholder using valid test data Select the accountholder then click the Continue button. Select the relevant account then click the Continue button. Answer the question "Is the issue you are reporting related to a transaction made with your card" with No. Select I authorized a transaction, but it is incorrect. in response to "Which of the following would you like to report?" Click the Continue button. Select the transaction you'd like to use for this claim. Then click the Continue button. On the following screen, select My account was debited before the I date authorized. Answer the additional questions presented. These questions are specific to the claim reason. Click the Continue button. The document requirement for the Written Statement of Unauthorized Debit will display on the following screen. Review the disputed transaction(s) under "You are disputing X transaction(s) for a total of XX.XX USD." Review the email contained in the message "If we need to contact you, it will be at this address: (accountholder's email). You may contact us by simply replying to our message." Click the Submit button. The Confirmation screen will display.
| QFD identified card transactions in the Transaction Search Correct questions populated What Happen Next section populated with valid details PDF of the confirmation letter is available and can be downloaded on the Confirmation screen (Save/Print PDF button) Claim was successfully created
|
Case Creation - ACH Incorrect Amount | Create an ACH claim for an account transaction with the dispute reason Incorrect Amount. | Review the Intake HUB page to see the flow for creating a claim. For specific questions based on the dispute reason, see the ACH questionnaire here. On the homepage, click the New button, then click on Claim. Search for the accountholder using valid test data Select the accountholder then click the Continue button. Select the relevant account then click the Continue button. Answer the question "Is the issue you are reporting related to a transaction made with your card" with No. Select I authorized a transaction, but it is incorrect. in response to "Which of the following would you like to report?" Click the Continue button. Select the transaction you'd like to use for this claim. Then click the Continue button. On the following screen, select My account was debited for an amount different from what I authorized. Answer the additional questions presented. These questions are specific to the claim reason. Click the Continue button. The document requirement for the Written Statement of Unauthorized Debit will display on the following screen. Review the disputed transaction(s) under "You are disputing X transaction(s) for a total of XX.XX USD." Review the email contained in the message "If we need to contact you, it will be at this address: (accountholder's email). You may contact us by simply replying to our message." Click the Submit button. The Confirmation screen will display.
| QFD identified card transactions in the Transaction Search Correct questions populated What Happen Next section populated with valid details PDF of the confirmation letter is available and can be downloaded on the Confirmation screen (Save/Print PDF button) Claim was successfully created
|
Case Creation - ACH More Than Once | Create an ACH claim for an account transaction with the dispute reason More Than Once. | Review the Intake HUB page to see the flow for creating a claim. For specific questions based on the dispute reason, see the ACH questionnaire here. On the homepage, click the New button, then click on Claim. Search for the accountholder using valid test data Select the accountholder then click the Continue button. Select the relevant account then click the Continue button. Answer the question "Is the issue you are reporting related to a transaction made with your card" with No. Select I authorized a transaction, but it is incorrect. in response to "Which of the following would you like to report?" Click the Continue button. Select the transaction you'd like to use for this claim. Then click the Continue button. On the following screen, select I was charged more than once. Answer the additional questions presented. These questions are specific to the claim reason. Click the Continue button. The document requirement for the Written Statement of Unauthorized Debit will display on the following screen. Review the disputed transaction(s) under "You are disputing X transaction(s) for a total of XX.XX USD." Review the email contained in the message "If we need to contact you, it will be at this address: (accountholder's email). You may contact us by simply replying to our message." Click the Submit button. The Confirmation screen will display.
| QFD identified card transactions in the Transaction Search Correct questions populated What Happen Next section populated with valid details PDF of the confirmation letter is available and can be downloaded on the Confirmation screen (Save/Print PDF button) Claim was successfully created
|
Case Creation - ACH Missing Deposit | Create an ACH claim for an account transaction with the dispute reason Missing Deposit. | Review the Intake HUB page to see the flow for creating a claim. For specific questions based on the dispute reason, see the ACH questionnaire here. On the homepage, click the New button, then click on Claim. Search for the accountholder using valid test data Select the accountholder then click the Continue button. Select the relevant account then click the Continue button. Answer the question "Is the issue you are reporting related to a transaction made with your card" with No. Select I authorized a transaction, but it is missing. in response to "Which of the following would you like to report?" Click the Continue button. Answer the additional questions presented. These questions are specific to the claim reason. Click the Continue button. The document requirement for the Written Statement of Unauthorized Debit will display on the following screen. Review the disputed transaction(s) under "You are disputing X transaction(s) for a total of XX.XX USD." Review the email contained in the message "If we need to contact you, it will be at this address: (accountholder's email). You may contact us by simply replying to our message." Click the Submit button. The Confirmation screen will display.
| QFD identified card transactions in the Transaction Search Correct questions populated What Happen Next section populated with valid details PDF of the confirmation letter is available and can be downloaded on the Confirmation screen (Save/Print PDF button) Claim was successfully created
|
Case Creation - Check Unauthorized | Create a check claim for a check transaction with the dispute reason Unauthorized. | Review the Intake HUB page to see the flow for creating a claim. For specific questions based on the dispute reason, see the check questionnaire here. On the homepage, click the New button, then click on Claim. Search for the accountholder using valid test data Select the accountholder then click the Continue button. Select the relevant account then click the Continue button. Answer the question "Is the issue you are reporting related to a transaction made with your card" with No. Select I did not authorize a debit or credit to my account. in response to "Which of the following would you like to report?" Click the Continue button. Select the check transaction(s) you'd like to use for this claim. Then click the Continue button. Answer the additional questions presented. These questions are specific to the claim reason. Click the Continue button. The document requirement for the Statement of Unauthorized Check will display on the following screen. Review the disputed transaction(s) under "You are disputing X transaction(s) for a total of XX.XX USD." Review the email contained in the message "If we need to contact you, it will be at this address: (accountholder's email). You may contact us by simply replying to our message." Click the Submit button. The Confirmation screen will display.
| QFD identified card transactions in the Transaction Search Correct questions populated What Happen Next section populated with valid details PDF of the confirmation letter is available and can be downloaded on the Confirmation screen (Save/Print PDF button) Claim was successfully created
|
Case Creation - Check Incorrect Amount | Create a check claim for a check transaction with the dispute reason Incorrect Amount. | Review the Intake HUB page to see the flow for creating a claim. For specific questions based on the dispute reason, see the check questionnaire here. On the homepage, click the New button, then click on Claim. Search for the accountholder using valid test data Select the accountholder then click the Continue button. Select the relevant account then click the Continue button. Answer the question "Is the issue you are reporting related to a transaction made with your card" with No. Select I authorized a transaction but it is incorrect. in response to "Which of the following would you like to report?" Click the Continue button. Select the check transaction you'd like to use for this claim. Then click the Continue button. On the following screen, select The amount is incorrect. Answer the additional questions presented. These questions are specific to the claim reason. Click the Continue button. Review the disputed transaction(s) under "You are disputing X transaction(s) for a total of XX.XX USD." Review the email contained in the message "If we need to contact you, it will be at this address: (accountholder's email). You may contact us by simply replying to our message." Click the Submit button. The Confirmation screen will display.
| QFD identified card transactions in the Transaction Search Correct questions populated What Happen Next section populated with valid details PDF of the confirmation letter is available and can be downloaded on the Confirmation screen (Save/Print PDF button) Claim was successfully created
|
Case Creation - Check Charged More Than Once | Create a check claim for a check transaction with the dispute reason Charged More Than Once. | Review the Intake HUB page to see the flow for creating a claim. For specific questions based on the dispute reason, see the check questionnaire here. On the homepage, click the New button, then click on Claim. Search for the accountholder using valid test data Select the accountholder then click the Continue button. Select the relevant account then click the Continue button. Answer the question "Is the issue you are reporting related to a transaction made with your card" with No. Select I authorized a transaction but it is incorrect. in response to "Which of the following would you like to report?" Click the Continue button. Select the check transaction you'd like to use for this claim. Then click the Continue button. On the following screen, select The check cleared my account more than once. Answer the additional questions presented. These questions are specific to the claim reason. Click the Continue button. Review the disputed transaction(s) under "You are disputing X transaction(s) for a total of XX.XX USD." Review the email contained in the message "If we need to contact you, it will be at this address: (accountholder's email). You may contact us by simply replying to our message." Click the Submit button. The Confirmation screen will display.
| QFD identified card transactions in the Transaction Search Correct questions populated What Happen Next section populated with valid details PDF of the confirmation letter is available and can be downloaded on the Confirmation screen (Save/Print PDF button) Claim was successfully created
|
Case Creation - Check Late Presentment | Create a check claim for a check transaction with the dispute reason Late Presentment. | Review the Intake HUB page to see the flow for creating a claim. For specific questions based on the dispute reason, see the check questionnaire here. On the homepage, click the New button, then click on Claim. Search for the accountholder using valid test data Select the accountholder then click the Continue button. Select the relevant account then click the Continue button. Answer the question "Is the issue you are reporting related to a transaction made with your card" with No. Select I authorized a transaction but it is incorrect. in response to "Which of the following would you like to report?" Click the Continue button. Select the check transaction you'd like to use for this claim. Then click the Continue button. On the following screen, select The check cleared more than 6 months after it was authorized. Answer the additional questions presented. These questions are specific to the claim reason. Click the Continue button. Review the disputed transaction(s) under "You are disputing X transaction(s) for a total of XX.XX USD." Review the email contained in the message "If we need to contact you, it will be at this address: (accountholder's email). You may contact us by simply replying to our message." Click the Submit button. The Confirmation screen will display.
| QFD identified card transactions in the Transaction Search Correct questions populated What Happen Next section populated with valid details PDF of the confirmation letter is available and can be downloaded on the Confirmation screen (Save/Print PDF button) Claim was successfully created
|
Case Creation - Wire Unauthorized | Create a wire claim for a wire transaction with the dispute reason Unauthorized. | Review the Intake HUB page to see the flow for creating a claim. For specific questions based on the dispute reason, see the wire questionnaire here. On the homepage, click the New button, then click on Claim. Search for the accountholder using valid test data Select the accountholder then click the Continue button. Select the relevant account then click the Continue button. Answer the question "Is the issue you are reporting related to a transaction made with your card" with No. Select I did not authorize a debit or credit to my account. in response to "Which of the following would you like to report?" Click the Continue button. Select the wire transaction(s) you'd like to use for this claim. Then click the Continue button. Answer the additional questions presented. These questions are specific to the claim reason. Click the Continue button. Review the disputed transaction(s) under "You are disputing X transaction(s) for a total of XX.XX USD." Review the email contained in the message "If we need to contact you, it will be at this address: (accountholder's email). You may contact us by simply replying to our message." Click the Submit button. The Confirmation screen will display.
| QFD identified card transactions in the Transaction Search Correct questions populated What Happen Next section populated with valid details PDF of the confirmation letter is available and can be downloaded on the Confirmation screen (Save/Print PDF button) Claim was successfully created
|
Case Creation - Wire Not Received | Create a wire claim for a wire transaction with the dispute reason Not Received. | Review the Intake HUB page to see the flow for creating a claim. For specific questions based on the dispute reason, see the wire questionnaire here. On the homepage, click the New button, then click on Claim. Search for the accountholder using valid test data Select the accountholder then click the Continue button. Select the relevant account then click the Continue button. Answer the question "Is the issue you are reporting related to a transaction made with your card" with No. Select I authorized a transaction, but it is incorrect. in response to "Which of the following would you like to report?" Click the Continue button. Select the wire transaction you'd like to use for this claim. Then click the Continue button. On the following screen, select The beneficiary did not receive the funds. Answer the additional questions presented. These questions are specific to the claim reason. Click the Continue button. Review the disputed transaction(s) under "You are disputing X transaction(s) for a total of XX.XX USD." Review the email contained in the message "If we need to contact you, it will be at this address: (accountholder's email). You may contact us by simply replying to our message." Click the Submit button. The Confirmation screen will display.
| QFD identified card transactions in the Transaction Search Correct questions populated What Happen Next section populated with valid details PDF of the confirmation letter is available and can be downloaded on the Confirmation screen (Save/Print PDF button) Claim was successfully created
|
Case Creation - Wire Incorrect Amount | Create a wire claim for a wire transaction with the dispute reason Incorrect Amount. | Review the Intake HUB page to see the flow for creating a claim. For specific questions based on the dispute reason, see the wire questionnaire here. On the homepage, click the New button, then click on Claim. Search for the accountholder using valid test data Select the accountholder then click the Continue button. Select the relevant account then click the Continue button. Answer the question "Is the issue you are reporting related to a transaction made with your card" with No. Select I authorized a transaction, but it is incorrect. in response to "Which of the following would you like to report?" Click the Continue button. Select the wire transaction you'd like to use for this claim. Then click the Continue button. On the following screen, select The amount received by the beneficiary was incorrect. Answer the additional questions presented. These questions are specific to the claim reason. Click the Continue button. Review the disputed transaction(s) under "You are disputing X transaction(s) for a total of XX.XX USD." Review the email contained in the message "If we need to contact you, it will be at this address: (accountholder's email). You may contact us by simply replying to our message." Click the Submit button. The Confirmation screen will display.
| QFD identified card transactions in the Transaction Search Correct questions populated What Happen Next section populated with valid details PDF of the confirmation letter is available and can be downloaded on the Confirmation screen (Save/Print PDF button) Claim was successfully created
|
Case Creation - Wire Received Late | Create a wire claim for a wire transaction with the dispute reason Received Late. | Review the Intake HUB page to see the flow for creating a claim. For specific questions based on the dispute reason, see the wire questionnaire here. On the homepage, click the New button, then click on Claim. Search for the accountholder using valid test data Select the accountholder then click the Continue button. Select the relevant account then click the Continue button. Answer the question "Is the issue you are reporting related to a transaction made with your card" with No. Select I authorized a transaction, but it is incorrect. in response to "Which of the following would you like to report?" Click the Continue button. Select the wire transaction you'd like to use for this claim. Then click the Continue button. On the following screen, select The funds were received late. Answer the additional questions presented. These questions are specific to the claim reason. Click the Continue button. Review the disputed transaction(s) under "You are disputing X transaction(s) for a total of XX.XX USD." Review the email contained in the message "If we need to contact you, it will be at this address: (accountholder's email). You may contact us by simply replying to our message." Click the Submit button. The Confirmation screen will display.
| QFD identified card transactions in the Transaction Search Correct questions populated What Happen Next section populated with valid details PDF of the confirmation letter is available and can be downloaded on the Confirmation screen (Save/Print PDF button) Claim was successfully created
|
Case Creation - Manually Add Transaction | Create a card claim and manually add the disputed transaction as an intake user. | | Ability to add a manual transaction in the Select Transaction screen without issue Claim was successfully created Transaction is enriched in the Enrichment node (in the back-office portal) without user action
|
Attachments - Intake | Attach a document in claim intake when prompted. | The user will see the document requirement screen when creating one of the following claims: All ACH claims Check - Unauthorized Card - Charged More Than Once and Paid by Other Means
On the document requirement screen, click the Download Template button. Click the Attach new button. Click the Select file(s) button. A file browser window will populate. Select the template document downloaded in step 2. Click the Attach button. Click the Continue button. Confirm the newly attached document is housed in the Attachments section on the right side of the screen.
 | |
Contact Date Override - Intake | Override the contact date in claim intake. |    Create any claim up to the Summary screen. Answer Yes to the question "The contact date assigned to the claim is X/X/XX. Would you like to override this date?" Enter "test" under "Please provide a reason." Select a future date. Click the Submit button. The page will refresh with an error message Select a date prior to the oldest transaction on the claim. Click the Submit button. The page will refresh with an error message Select a date between the most recent transaction and today's date. Click the Submit button. Review the What Happens Next section to ensure the date you've selected on the previous screen is present. Click the Save/Print PDF button to review the Confirmation letter. Ensure the date you've selected on the previous screen is present.
| QFD prohibits a contact date prior to the oldest transaction on the claim QFD prohibits a contact date in the future New contact date reflects on the Summary screen and the Confirmation letter
|
External Case Status - Add a Note | Test the Add a Note functionality on an existing open claim using an intake user's Access Group. |   Search an open, existing claim as an intake user. Under the Other Actions tab, select Add a note. Enter text in both the Subject field and the Note field. Click the Complete button. Open the claim as a back-office user. Click on Responses. Your note will display here.
| As an intake user, a note can be added to an open, existing claim The note is available for review by a back-office user
|
External Case Status - Upload a New File | Test the New File functionality on an existing open claim using an intake user's Access Group. | Search an open, existing claim as an intake user. Under the Other Actions tab, select Upload a new file. Click the Select file(s) button. A file browser window will populate. Select a document to test. Click the Complete button. Open the claim as a back-office user. The test document will be present under the Attachments section.
| As an intake user, a file can be uploaded to an open, existing claim The document is available for review by a back-office user
|
External Case Status - View Communication | View the Communication Hub on an existing claim using an intake user's Access Group. | Search an open, existing claim as an intake user. Under the Other Actions tab, select View Communication. All correspondence sent by QFD will display including the messages' individual Letter Name, Channel, Status, Status Date, and Source. Click View Message under any message. The full letter will display. Click Download Message. The letter will successfully download and can be accessed.
| The letters' Letter Name, Channel, Status, Status Date, and Source will be present in the Communication hub Messages can be viewed Messages can be downloaded
|
External Case Creation - Postman/SoapUI | Case creation as an external user. | | |
