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Overview

QFD provides several options for automating Provisional Credit based on various risk factors and documentation requirements.  When risk factors are present, or the amount of the claim exceeds configurable thresholds, the decision is left to a user.  Additionally, QFD will ensure that provisional credit is issued in accordance with applicable regulatory requirements, if not already issued prior to the required date.

Extension: Decision Automation

To configure provisional credit to be automatically granted or denied when a claim is submitted, see Initial Interaction Decision.

Reassertion

When a resolved dispute is reopened, this flow is skipped.  For more information, see Reassertion

If the claim decision was set to "AutoPay", the Final Processing flow is executed to process the final credit and resolution notification.

The system then checks to see if any required customer documentation is missing.

Extension: Pend for Documents

The system can be configured to automatically delay provisional credit processing when required account holder documentation has not been provided.  For more details, see Pend for Customer Response.

If any required documents are missing, the system will delay further processing until the document(s) are received or the configured pend duration expires.

When processing resumes, the Provisional Credit Preconditions are evaluated to determine which of the following actions is executed.

Action

Description

AUTO

The system automatically sets the decision to "Grant" and executes the Issue Provisional Credit flow.

MANUAL

Generates a Initial Investigation assignment that prompts a user to determine if credit should be granted.

SKIP

Skips to Post Provisional Credit.

PEND

Pends for a specified number of days.  Must be set to a valid pend reason as defined in the .PendReason property.

If a user pends the case for Fraud Review and the dispute is accepted, the system will check to see if automatic provisional credit is configured.  If so, the manual review assignment is skipped.

Extension: Accepted Fraud Review Grants PC

When enabled, this optional extension will automatically grant provisional credit when the result of a fraud review is "Accept".  To enable, set D_ImplConfig.FraudReviewAcceptAppliesPC to true.

If a user grants credit and approval is enabled, the Provisional Credit Decision Approval Flow flow is executed.

Extension: Decision Approval

This optional extension provides added control in your fulfillment process by requiring an escalated review of key, manual decision points.  For more information, see Approvals.

When all steps are complete, the Post Provisional Credit flow is executed.

Extension: Provisional Credit User Override

The system can be configured to allow users to prevent the system from automatically issuing provisional credit when external risk factors are present.  For more details, see Provisional Credit Override.

Extension: Chargeback PC

By default, the system is configured to issue provisional credit to the customer in the Investigation step.  To configure the system to issue provisional credit after a chargeback has been filed for card disputes, update IssueProvisionalCreditAfterChargeback to evaluate to TRUE.

On non-reg-protected claims, the Investigation step can be skipped and the dispute will route directly to the Disposition step. If the dispute does not have recovery rights, the Final Investigation assignment will generate. If recovery rights exist, then QFD will initiate recovery. 

If enabled and the Provisional Credit is denied, QFD will auto-issue temporary credit to align with Regulation E requirements. 

Rule(s)

ProvisionalCreditReview

References

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