Overview
Some claim reasons require documentation in order to move forward based on configurations. These claims will reflect the Documentation node and the Review Documents assignment. Review the list of documents here.
The dispute will pend for ten calendar days in the Documentation node awaiting the requested document. If no documents have been received after 10 calendar days, the Documentation node will resolve and the dispute will move forward. If it is received, the Review Documents assignment will prompt the agent to review the submission or skip the document requirement.
How-To
Step 1: Click the Review Documents button
Step 2: Click Show File and review the documentation to ensure it meets the case requirement
Step 3: Visa - Select a Doc Type from the drop-down that best reflects the submitted document
Step 4: Click the Apply button
Step 5: Click the Process Actions button
Other Actions
The Other Actions menu offers additional actions and information that allows the user to effectively work the task.
Check for Merchant Credit
This action allows the user to check recent transaction activity for a refund. If a refund is found, the user can deny the dispute.
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.
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 | Next steps |
|---|---|
The cardholder provided the document outside QFD. | Upload the document to QFD by clicking on the Documentation node, then select Review Documents. Click on Attach new, then select the document from the file browser. |
The document uploaded is not relevant or doesn't satisfy the requirement. | The Documentation assignment is independent of the recovery workflow. Pend the recovery assignment for Customer Response to send a letter requesting the required documentation. If unable to pend the recovery assignment, manually send a letter requesting the required documentation through the Communication Hub. |