Overview
Assignment groups are assigned at the user level by those with Admin Portal access. Work can be segmented by Claim Reason Type (Fraud, ATM, Dispute, etc.), Claim Type (ACH, Card, Wire, etc.), and Assignment Groups. A user must have a default assignment group selected which is the assignment group the user defaults to when they sign in. Users can have as many or as little assignment groups selected. Users are able to select between any assignment group they're assigned to change which group work is being pulled from.
Definitions
Card Claim Reason Type
The below claim reason types apply to card disputes:
- ATM: The accountholder's deposit posted for the wrong amount, did not post at all, or the accountholder received an incorrect amount from an ATM withdrawal.
Questionnaire link - Authorization: An internal-only dispute reason used when a merchant failed to obtain proper authorization before settling a transaction. Used as a means of recovery. If the accountholder is notifying the FI of a dispute, this reason is never applicable.
- Dispute: This claim reason largely covers non-fraud scenarios for card transaction types including POI errors and merchandise/service-related issues. (Questionnaire link)
- Fraud: Unauthorized transactions were placed on the account. (Questionnaire link)
- Identity Theft: The accountholder has experienced an account-takeover situation wherein unauthorized changes were made to their account or an individual is reporting that they did not apply for the account and that the application was submitted by a fraudster. (Questionnaire link)
Non-Card Claim Reason Type
The below claim reason types apply to non-card disputes:
- Account Merchandise Service: The accountholder reports that there was an issue with the merchandise or service they were charged for.
- Balance Transfer: The accountholder reports an issue with a balance transfer or an unauthorized balance transfer.
- Bill Pay: The accountholder reports an issue with a bill pay transaction or an unauthorized bill pay transaction.
- Convenience Check: The accountholder reports an issue with a convenience check or an unauthorized convenience check.
- Incorrect: The accountholder reports that an authorized transaction is incorrect including (but not limited to) the incorrect date, amount, or payee.
- Missing: The accountholder reports a missing deposit.
- Not Recognized: Unauthorized transactions were placed on the account.
- Revoked: The accountholder authorized a recurring charge in the past but has since revoked their authorization. (Questionnaire link)
Claim Type
Claim type is derived from the transactions within the claim.
- ACH: Credits or debits made using the account information.
- ATM Deposit: The accountholder deposited funds to an account using an ATM.
- ATM Withdrawal: The accountholder withdrew funds from an ATM.
- Balance Transfer: The accountholder initiated a transfer from their credit card balance to their account or a different credit card.
- Bill Pay: The accountholder made a payment using their bank's bill pay service
- Card: When an ATO (Account Take Over) claim is taken it is assigned this claim type.
- Card - Pinless: A charge was made to the account using the card information without needing the cardholder's pin.
- Card - Pinned: A charge was made to the account using the card information and the cardholder's pin.
- Check: Credits or debits made using a physical or electronic check.
- Convenience Check: The accountholder made a payment using a check provided by their credit card provider
- P2P: A peer-to-peer transaction occurs when an accountholder pays another accountholder directly using an electronic payment system.
- Real Time Payments: Real-time payments (RTP) are payments made between bank accounts that are initiated, cleared, and settled within seconds, at any time of the day or week, holidays and weekends included.
- Unknown: This is the fall-through claim type and generally will not apply to clients.
- Wire: Transactions made when the accountholder transfers funds electronically using their bank or a nonbank merchant.
- Zelle: A type of peer-to-peer transaction that occurs when an accountholder pays another accountholder directly using an electronic payment system.
Account Type
Account type is set based on the type of account the disputed transaction was processed on. This setting is primarily used to split card disputes by Credit Card and Debit Card.
- Credit Card: This is a credit card.
- Deposit: This is a deposit account.