Overview
The Final Investigation assignment prompts the user to make a final decision on a dispute when all available recovery options have been exhausted or no recovery options are available. The user will make a write-off or deny decision.
Consider when users need to notate work they complete for this assignment such as writing-off or denying the dispute.
How-To
Use the example claim you've prepared for the walkthrough.
Step 1: Click the Perform Final Investigation button
Step 2: Determine if the dispute will be paid or denied based on internal guidelines
Step 3A: To pay the claim, select the Write Off option under Next Step
Provide an explanation of your decision in the box below Please provide an explanation
Step 3B: To deny the claim, select the Deny Dispute option under Next Step
Choose a deny reason under the Reason for Denial drop-down
- Verify the debit date
- For Reg E, verify the Deny Debit Date is set 5 business days from the denial date (excluding holidays and weekends)
- For Reg Z, verify the Deny Debit Date is set for same-day
- For Reg E, verify the Deny Debit Date is set 5 business days from the denial date (excluding holidays and weekends)
- Enter the reason for the denial in the Deny Comments if required (asterisk)
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.
Pend
This button allows the user to apply a wait status to all disputes with the Process Liability assignment. The user may want to apply the wait status for a variety of reasons, including requesting information or documents from the account holder or needing to pause the assignments to complete an internal investigation.
Pursue Recovery
This action allows the user to pursue recovery and move the dispute to the Disposition Case assignment.
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 or is stuck.
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.
Perform Final Investigation for All
This button allows the user to pursue recovery on all disputes with the Process Liability assignment which will apply the Disposition Case assignment to the disputes.