In the Collect stage, we create the case and gather information from the member to begin the investigation. This is what we call the intake process.
Create a Claim
To begin a new claim, click the New button in the upper-left, then the Claim option.
Search for the accountholder by choosing an option from the drop-down.
Select the accountholder.
Select the account.
Select the accurate claim and dispute reason.
Select the disputed transaction(s).
If the transaction is not disputable due to it being already disputed, its timeframe, or another reason, you will be presented with an error message in red.
Complete the intake questionnaire that matches the claim and dispute reason. For more details on each intake questionnaire, select the desired questionnaire on the sidebar here in Confluence.
If there are any required documents, you'll see the requirement after completing the intake questionnaire.
The accountholder will receive the required document notice in their confirmation letter. The intake specialist should communicate the document request to the accountholder.
The required documentation can be uploaded to this screen using the Attach New button, which will satisfy the document request.
| Claim Reason | Requested Document | Summary |
|---|---|---|
| Paid by Other Means | Proof of payment | The accountholder used a different payment method but was charged a second time using their account. They will need to provide a bank statement, screenshot of transaction activity, or a receipt showing the authorized charge on a different account or payment method. Example: Accountholder says they paid in cash. They will need to provide a receipt showing the cash payment. Example: Accountholder says they paid with their Quavo Bank debit card. They will need to provide a bank statement or receipt showing the charge to their Quavo Bank account. |
| Credit Not Processed | Proof credit was issued | The merchant hasn't issued the refund the accountholder was promised. The accountholder will need to provide proof they are due a refund with an email or letter from the merchant, a refund receipt, or a cancelled transaction receipt or contract. |
| Incorrect Amount | Proof of incorrect amount | The accountholder was charged the wrong amount. They will need to provide proof of the correct amount with a receipt, contract, or email/letter from the merchant. |
| Fraud Application | Statement of Fraud Application | The accountholder will be provided with this form in their confirmation letter. They will need to fill it out, sign it, then return the form. |
| Merchandise/Services not Received | Statement of Dispute | The accountholder will be provided with this form in their confirmation letter. They will need to fill it out, sign it, then return the form. |
| ATM Withdrawal | Statement of Dispute | The accountholder will be provided with this form in their confirmation letter. They will need to fill it out, sign it, then return the form. |
| Unauthorized (ACH) | Written Statement of Unauthorized Debit | The accountholder will be provided with this form in their confirmation letter. They will need to fill it out, sign it, then return the form. |
| Revoked (ACH) | Written Statement of Unauthorized Debit | The accountholder will be provided with this form in their confirmation letter. They will need to fill it out, sign it, then return the form. |
| Unauthorized (Check) | Unauthorized Remotely Created Check Form | The accountholder will be provided with this form in their confirmation letter. They will need to fill it out, sign it, then return the form. |
Review the disputed transaction(s) and the accountholder's contact channel on the Summary Screen.
Review the details under the What Happens Next section. The Confirmation Number is also the Claim ID so provide that information to the accountholder.
Create a Claim | |
|---|---|
| Scenario | Next steps |
| The member wants to dispute transactions posted to different accounts. | Create a separate claim for each account. |
| The member wants to dispute a transaction(s) that hasn't posted yet. | Pending transactions can be selected on the claim. Complete the Intake process as normal. The system will move the dispute forward automatically once the transaction(s) has posted. |
The member is disputing a temporary hold. Example: A gas station charges $1 to make sure the payment card works. | We can proceed with disputing the temporary charge, but advise the member that the transaction may not post and that they would need to submit a new claim for the posted transaction. |
Dispute Reasons | ||
|---|---|---|
| Dispute reason | Claim type | Summary |
| I made this purchase, but there is a problem and I need to dispute it. | Non-fraud Dispute | The transaction was authorized but there was an issue with the merchandise or service such as a quality concern, an issue with delivery, or a cancellation. |
| I did not authorize this transaction. I suspect fraud. | Fraud Dispute | The transaction was not authorized. The member's card was lost, stolen, or online purchases were made using their account information. |
| I had an issue while using my card at an ATM. | ATM Dispute | The member attempted to obtain cash from an ATM but there was an issue with the transaction. |
| Non-fraud Disputes | ||
| Selection | Claim reason | Examples |
| I was charged for something more than once. | Charged More Than Once |
|
| I haven't received merchandise or a service I purchased. | Merchandise/Service Not Provided |
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| I cancelled or returned merchandise or services and did not receive the expected credit. | Cancelled/Returned Merchandise/Service |
|
| I have an issue with a recurring transaction on my account. | Cancelled Recurring |
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| I am dissatisfied with merchandise or a service I received. | Merchandise or Service Issue |
|
| I was charged or credited incorrectly. | Charged or Credited Incorrectly |
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| Fraud Disputes | ||
| Selection | Claim reason | Examples |
| I lost my card. | Lost |
|
| My card was stolen. | Stolen |
|
| I did not receive my card. | NRI |
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| I didn't make the purchase, but I still have my card. | Card Secure |
|
Select Transactions | ||
| Scenario | Next steps | |
| The disputed transaction cannot be found in the transaction history. | Confirm you're reviewing the correct account if the member has multiple accounts/is a signer on another account. If the transaction still cannot be found, advise the member to initiate the dispute once the transaction is pending or has posted to their account. | |
| The member is disputing a partial amount. | Select "No" in the questionnaire when asked, "Are you disputing the full amount of the transaction?" then enter the amount the member wishes to dispute. | |
Denied Claims | ||
| Denial reason | Description | Message to member |
| Duplicate Dispute | The member has at least one other open claim where the same transaction is being disputed. | During the course of our investigation we determined that the following disputed transactions exist in claim 12345678. These disputes will be withdrawn and any additional processing will proceed on the referenced claim. |
| Merchant Issued Credit | The member's account has received a refund for the disputed transaction, therefore, a dispute is not needed. | After reviewing your account, we determined that the merchant issued the following credits for the disputed transactions: 05/XX/2022 MERCHANT NAME $500 |
| Money Transfer | The member authorized a purchase through a money transfer merchant (CashApp, Zelle, Paypal, etc.). Since the money transfer merchant completed the transfer of funds successfully, they did their part. The member should resolve the issue with the payee or money transfer merchant directly. | The transaction was processed by a money transfer merchant. Money transfer merchants are not responsible for the delivery or suitability of goods or services. Money transfer merchant’s sole responsibility is to ensure funds are successfully transferred between payer and payee. As such, we have determined that no error occurred. |
| No Error | This denial reason can be used for a few scenarios, so review the notes on the claim for specifics. Possible explanations:
| We have thoroughly investigated your claim and determined that no error has occurred, and we have no rights to continue with your dispute. If you are able to provide new information that supports your claim, we can reopen your dispute. |
| Not Posted | The transaction did not post to the account. | After reviewing the account, it was determined the items did not post. One or more authorizations were processed on your card, but did not result in settled (cleared) transactions. Therefore, we are closing the dispute for the specific items listed. If you see the transactions post at a later date, please contact us to open a new dispute. |
| Out of Timeframe | The member has a responsibility to identify and report unauthorized/cancelled charges in a timely manner. Here are two reasons this denial reason is used:
| After careful review, we regret to inform you that we are unable to intervene on your behalf with the merchant. Your claim was received beyond the applicable time limits; therefore, we have no rights to continue with your dispute. At this time, we suggest you contact the merchant directly for resolution. |
| Posted Late | The transaction was authorized to post on a specific date, however, the transaction posted several months later (180+ days later). | Although the charges were originally made at an earlier date, our records indicate the charges failed to post to your account at that time. This may be why the charges were in question. As a result of our research, we have determined that no error occurred with this transaction. |
| Proof of Authorization | Although the member reported the transaction as unauthorized, the merchant provided sufficient documentation proving that the charge did come from the member. | The merchant has provided documentation that indicates you participated in the transaction and agreed to the terms and conditions at the time of the purchase. The documentation we relied on in making our decision to deny your dispute is attached. |
| Valid Card Present | The member disputed transaction(s) as fraud and confirmed they always have possession of their card. However, the transactions were made in-person, and therefore, we cannot move forward with the claim. | We have now concluded this investigation. We have determined that no error occurred as the services were rendered by the merchant listed in the dispute. Your physical card was present where the CHIP and/or PIN were authenticated at the merchant's terminal, with no errors, and the card was in your possession when the transaction occurred. |
| Withdrawn | The member rescinded their claim. | This correspondence is to confirm that we have received a request from you on 04/XX/2022 to withdraw the dispute received from you on 05/XX/2022 for the following transaction(s)… |
Existing Claim Follow-Up
Specialists can search for existing claims by entering the member's name, email address, phone number, account number, or card number in the search bar. The most efficient way to search for a claim is using the claim ID (confirmation number) which contains the day the claim was created as the first six digits: 23032100004C.
Search results using the member's info
Search results using the claim ID
Specialists will access the claim's Case Status screen. There are five stages displayed:
- Received identifies that the claim has been created
- Information Required indicates that documents are needed to complete the investigation
- Investigation signifies that the claim is being worked and there may not be any additional information needed at this time
- Pursuing Recovery lets us know recovery is being pursued
- Resolved means that the claim has been closed and a final decision has been made
Open case
Closed case
External Case Status Tools
External users (members/customers) as well as specialists will be able to access the following tools on existing claims.
| Action Type | Action | Summary | Images |
|---|---|---|---|
| Required Actions | Upload Required Documentation | This option allows the user to submit the required documentation on the claim. |
Click the Upload requested documentation link.
Click the Attach new button.
Select file(s) will generate a pop-up window reflecting your device's file browser. Click on the files you'd like to attach. Define the Category and Visibility. The Contact Center visibility allows both front-office users and back-office users to see the document.
When uploading a required document, use the Supporting Documentation category. When uploading the Written Statement, use the Written Statement category. Click the Complete button to upload the document to the claim.
NameThe Name field can be edited prior to attaching the document to the case. The Name field cannot be the same as another file on the case. CategoryAccountholder: These are documents provided by the accountholder that aren't required but support their case Association: These are documents involved in the recovery process Internal: These are documents used in the internal investigation that we don't want to share with the accountholder Supporting Documentation: These are required documents such as a WSUD or Statement of Dispute VisibilityFulfillment: Only back-office users can view the file Contact Center: Back-office users and intake users can view the file Member: The accountholder, back-office users, and intake users can view the file |
| Other Actions | Add a note | This option allows users to add a message to the claim for a back-office analyst to review. This function is only available on open claims. |
Enter the title of the note in the Subject field. Enter the body of the note in the Note field. Click the Complete button to submit your note. |
| Other Actions | Request case is withdrawn | This option allows users to submit a withdraw request so that the claim can be closed. Withdraw requests can only be submitted on open claims. |
Explain why the claim should be withdrawn in the Withdrawal Reason field.
A back-office analyst will review the withdrawal request and close out the claim. The member will receive a denial letter/email once the claim has been closed. |
| Other Actions | Upload a new file | This option allows users to upload documents, images, and other media files to an open claim. There is no file size limit. |
Select file(s) will generate a pop-up window reflecting your computer's file browser. Click on the files you'd like to attach. Define the Category and Visibility. The Contact Center visibility allows both front-office users and back-office users to see the document.
When uploading a required document or a supporting document, use the Supporting Documentation category. When uploading the Written Statement, use the Written Statement category. Click the Complete button to upload the document to the claim. NameThe Name field can be edited prior to attaching the document to the case. The Name field cannot be the same as another file on the case. CategoryAccountholder: These are documents provided by the accountholder that aren't required but support their case Association: These are documents involved in the recovery process Internal: These are documents used in the internal investigation that we don't want to share with the accountholder Supporting Documentation: These are required documents such as a WSUD or Statement of Dispute VisibilityFulfillment: Only back-office users can view the file Contact Center: Back-office users and intake users can view the file Member: The accountholder, back-office users, and intake users can view the file |
| Other Actions | View case attachments | The option allows users to view files that have been uploaded to the case. When a file is uploaded, the visibility is chosen. Contact Center visibility allows front-office users to see the attachments. Documents uploaded by the Association and recovery files generated by QFD will be set to Contact Center. |
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| Other Actions | View case notes | This option allows users to view notes that back-office analysts have posted and have made available for viewing. Back-office analysts can determine what level of visibility their notes have, so it's possible there are notes on the claim that are inaccessible to some user groups. |
Click on the note entry you'd like to review.
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| Other Actions | View claim details | This option allows users to review the intake questionnaire responses that were captured when the claim was created. | Example 1
Example 2
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| Other Actions | View communication | This option allows users to view sent letters/emails. Specialists can download the correspondence, as well. Know to the resend function is not currently present. |
Select View Message to reveal the full letter/email. Select Download Message to download the full letter/email. Select Resend Message to send the communication to the accountholder. |
| Other Actions | View disputed transactions | This option allows users to view the disputed transactions and identify which have already been resolved. Know that a claim will only reflect as closed when all disputes have been resolved. Users can add additional transactions to the case using this tool. | Resolved dispute
Open dispute
Select Dispute Additional Transaction(s) to add additional disputes to the case. |
| Other Actions | Request dispute is reopened | This option allows users to submit a reopen request on a denied claim. New information must be provided in order for the request to be submitted. A back-office analyst will review the request to determine if enough new information has been provided to warrant a new investigation. |
If the member has new documentation they wish to provide, the specialist can upload it to the claim here. Click the Next button when ready.
Review the reopen request notice. Click the Finish button to submit the reopen request. |
FAQs
Q: How soon can members submit a new claim?
A: Members can submit a new claim immediately. New claims can be created for different transactions even if there are other open claims being investigated.
Q: Can a member try disputing the same transaction again after the claim was denied?
A: The denied claim can be re-opened by request.
Q: How should we file a claim in which the member was scammed?
A: Financial institutions have preferred dispute reasons (Merchandise/Service not provided, Not as described, Fraud). Reach out to your leader to determine how to file a claim in which the member was scammed.
Q: When will provisional credits be applied?
A: Due to the uniqueness of each claim, there is no blanket timeframe that can be provided. Provisional credits are granted as part of the recovery process and are typically applied before the claim reaches the merchant for their review.
Q: When will the provisional credit be withdrawn?
A: Withdrawing a provisional credit is a part of the resolution process and typically indicates that the member was unable to win their claim. Depending on the type of card, the provisional can be withdrawn immediately (credit card) or after 5 business days (debit card).