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.
Auto Pay
XYZ
Auto Provisional Credit
XYZ
Interest and Fees
XYZ
Resolution Times
XYZ
Step 3: Advise the account holder of the confirmation letter
Blah blah
For a sample confirmation letter, click here.