The External Case Status Widget is used to convey information about the case to external parties, such as contact center users or customers, where supported. It provides a summary of the case as well as bullet points of information that are relevant to the external user, such information about any credits that have been issued, any documents that may be required, and when they can expect the case to be resolved. Additionally, users can interact with the claim in several ways via this tool.
Landing Page
When launching the External Case Status widget users will be directed to a landing page that displays all cases opened for the customer/member.
To view a specific case, users can click on the hyperlinked Claim ID.
Case View
Once selected, users are directed to the Case View landing page.
Status Bar
The Status Bar in the external case status progresses throughout the life of the claim, and provides a quick view of the claims current status. Once completed each status will receive a green check mark and the progresses on to the next status.
| Status | Description |
|---|---|
| Received | The Received status starts upon claim initiation and is complete once the claim has been submitted. |
| Information Required | The Information Required status indicates that additional information has been requested. |
| Investigating | The Investigating status begins once the claim has been submitted until it reaches recovery. |
| Pursuing Recovery | The Pursuing Recovery status indicates the claim is in active recovery and waiting for a final decision. |
| Resolved | The Resolved status indicates a submitted claim has been resolved. |
Talking Points
The talking points displayed in the external case status are dynamic, based on the status of the case and actions taken, as described below.
| Talking Point | Display Condition(s) |
|---|---|
| We received your dispute totaling <<Claim Amount>> on <<Customer Contact Date>> on the card ending in <<Card Number Last 4>> and are currently conducting our investigation. | Displayed when the account type is "Credit". |
| We received your dispute totaling <<Claim Amount>> on <<Customer Contact Date>> and are currently conducting our investigation. | Displayed when the account type is "Deposit". |
| Your account was previously credited for <<Provisional Credit Amount>> on <<Provisional Credit Date>> while we conduct our investigation. | Displayed when provisional credit has been granted. |
| We reached out to you to request additional information via <<Selected Channel>> and are awaiting your response. | Displayed when a document requirement has not been satisfied or a dispute is pending for customer response. |
| No additional information is required from you at this time. | Displayed when there are no outstanding document requirements and no customer response is pending. |
| <<Amount In Dispute Status>> have been placed in dispute status while we complete our investigation. | Displayed when one, or more, disputes are in active dispute status. |
| We anticipate having your dispute resolved by <<RegE Deadline>>. | Displayed when Reg E applies and the claim is unresolved. |
| We anticipate having your dispute resolved within 2 full statement cycles from <<Customer Contact Date>>. | Displayed when Reg Z applies and the claim is unresolved. |
| We have resolved the dispute in your favor and the credit issued to you is now considered permanent. | Displayed when all disputes are resolved as paid. |
| We have resolved your dispute and sent more information via secured messaging/email. | Displayed when all disputes are resolved as denied. |
| We have resolved the dispute. Please refer to the correspondence provided for details. | Displayed when all disputes are resolved, but with more than 1 status. |
| Your claim was re-opened on << Reopen Date >>. | Displayed when one, or more, disputes have been re-opened. |
| The case has been forwarded to the appropriate department. | Displayed when the case has been transferred to another organization. |
| We have created a claim ID but the process is incomplete. To dispute the transaction(s), please create a new claim. | Displayed when the case is abandoned. |
| We have created a claim ID but the process is incomplete | Displayed when the case has not been submitted but is not yet abandoned. |
Transaction Grid
The transaction grid lists out all dispute on the claim. External Users will have the ability to add additional fields to the grid and can access the ellipses menu to view transaction and recovery details for each dispute.
Transaction Grid Fields
| Field Name | View |
|---|---|
| Dispute ID | Default |
| Description | Default |
| Transaction Date | Default |
| Dispute Amount | Default |
| Dispute Status | Default |
| Acquirer Network | |
| Dispute Reason | |
| Documentation Required | |
| Remaining Recovery Amount | |
| Date Chargeback Rights Expire | |
| NACHA Return Deadline | |
| Chargeback Rights Indicator | |
| Selected Recovery Reason |
Ellipses Menu
Utilize the Ellipses Menu to access additional details about each individual dispute, including the transaction and recovery details
Transaction Details
The Transaction Details modal displays additional transaction details obtained through enrichment.
Recovery Action Details
The Recovery Action Details modal displays a table view of all recovery attempts made on the dispute. Users also have the option to expand the Dispute Recovery Actions for a more detailed view of recovery attempts.
External User Actions
The following actions are available to front office users to interact with an existing claim on behalf of the accountholder.
Add a note
Users can add notes to the case to pass information along to the back office. This will attach the note to the case and generate a Review New Attachment Assignment assignment in the back office. Additionally, users can see existing notes on the claim based on the visibility setting of individual notes.
Request case is withdrawn
Users can request that the entire claim or individual disputes be withdrawn. This will generate a Review Withdrawal Request Assignment assignment in the back office.
Upload a new file
Users can add files to the case to share them with the back office. This will attach the file to the case and generate a Review New Attachment Assignment assignment in the back office.
View Case Attachments
When an document is attached to a case. users can view case attachments. Attachments are assigned a visibility setting to only display certain case attachments to each user type. Once the document is attached to the case
- When visibility is set to "Customer" or "Member", the document is visible to all users
- When visibility is set to "Contact Center", the document is visible to front-office and back office users, but not customers/members.
- When visibility is set to "Fulfillment", the document is only visible to back office users.
When a document is uploaded through the External Case Status widget the visibility is automatically set to customer/member and visible to all users.
When a document is uploaded through Back Office, the user has the ability to set the visibility.
When a document is received from an association the visibility is automatically set to Fulfillment and only visible to back office users.
View Claim Details
Users can view the questionnaire that was completed during claim intake.
View Communications
Users can view all incoming and outgoing communication from the case. From this streamlined view of Communication Hub, users have the ability to view message content, download the full file, or resend a previously sent message.
View Disputed Transactions
Users can view disputed transactions and add new transactions to the claim.
View Investigation Details
Users can view the claims investigation details.