Overview
QFD continues to check for merchant credit throughout the dispute process. The Check for Merchant Credit assignment requires us to review transaction postings for merchant refunds. Know that merchants may issue a single large refund to cover multiple charges or a few small refunds to cover a single charge. In these situations, we should validate the refund in VROL or Mastercom following internal guidelines.
Consider if users need to notate any work relating to Merchant Credit including denying the dispute due to the refund.
How-To
Use the example claim you've prepared for the walkthrough.
Step 1: Click the Check for Merchant Credit button
Step 2: Review the results and adjust the search criteria dates if needed
Step 3A: If no credit has been received, take the following actions
Select No Credit Found from the Credit Search Result drop-down
- Click on the Apply button
- Click on the Process Actions button
- The process is complete
Step 3B: If credit from the merchant has been received, take the following actions
- Validate that the transaction amount and merchant name match the details of the disputed transaction
- Select the credit transaction(s) that will be applied to the disputed transaction
- Verify the Deny Debit Date
- For Reg E, verify the Deny Debit Date is set five business days from the denial date (exclude holidays and weekends)
- For Reg Z, same-day debit is allowed
- For Reg E, verify the Deny Debit Date is set five business days from the denial date (exclude holidays and weekends)
- 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.
Cancel Merchant Credit Check
The action allows the user to cancel the merchant credit check and move the dispute forward in the recovery flow.
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.
