Authorization Review

Description

SLA

Deadline: 1 day

Assignment Group

Daily Maintenance

Overview

This workflow is a configuration based on whether your firm allows temporary authorizations to be disputed. You will not need to teach this assignment if your firm does not allow temporary authorizations to be disputed.

QFD allows pending charges to be disputed. Pending charges are called holds or authorizations. The purpose of the Authorization Review assignment is to confirm that the pending charge posted to the account. QFD will check for the posting for up to five business days.

How-To

Step 1: Click the Review Postings button

Step 2: Review the list of transactions to determine a match by confirming the amount and merchant name

Step 3A: If an authorization matches, take the following action

Select the transaction that matches (the selected row will be highlighted)
Click the Apply button
Click the Process Actions button
The process is complete

Step 3B: If an authorization does not match, take the following action

Click the Cancel button
Click the Other Actions button
- Select Still Pending if the authorization was granted within the last <posting timeframe> days
- Select Deny Dispute if the authorization did not post within the posting timeframe
  - Select the correct denial reason per your firm's preferences (most use Never Posted)
  - Enter Deny Comments if required (asterisk)
  - Click the Apply button
Click the Process Actions button
The process is complete

Other Actions

The Other Actions menu offers additional actions and information that allows the user to effectively work the task.

Still Pending

If the transaction has not yet posted to the account and it's within the waiting period, the user can select the Still Pending option to wait an additional day for the posting.

Deny Dispute

The Deny Dispute option allows the user to deny the dispute. In the Authorization Review assignment, users may need to deny due to the transaction not posting or due to the account holder withdrawing their claim.

Mark Assignment As Unworkable

Assignments that cannot be worked due to a technical issue can be marked as unworkable. This action will move the unworkable task to the Unworkable Assignment Group where leadership can review the scenario and take steps to resolve it. Technical errors that require the task to be marked as unworkable include QFD not reflecting correct data or when a user takes an action on the task, the action does not process and the assignment loops or is stuck.

Bulk Actions

Bulk Actions enable users to apply action to multiple disputes at once, saving the user time.

Bulk Take Action

This button is available when there are multiple disputes present in the selected node. The bulk action applied will impact only the disputes on the page you're currently viewing if there are multiple pages due to the number of disputed transactions.

Scenario	Example (Click images to enlarge)	Next steps

Scenario	Example (Click images to enlarge)	Next steps
The disputed transaction has posted and is available for selection under the Authorization tab.		Select the valid transaction Click the Apply button Click the Process Actions button
The disputed transaction has posted but is not available for selection under the Authorization tab.		Mark as Unworkable and enter the following note in the freeform box: Transaction has posted but is not available in Match list.
The disputed transaction has not posted after the set timeframe (5 business days).		Deny the dispute using the Not Posted reason.
The disputed transaction has multiple possible matches that reflect the same amount, date, and merchant name under the Authorization tab.		Match each disputed transaction to a posted transaction starting from top to bottom. Pay attention to the transaction IDs in the posted transactions.
The disputed transaction has not posted but it has not yet been 5 business days.		Pend the claim so that the disputed transaction is given the full 5 days to post.