Denied Claim Example

Overview

Intake users will have different actions available to them when following up on an existing claim, they will have access to the denial letter, and the Case Status Widget will reflect information specific to the denial. It’s important to walk through a denied claim to prepare intake users for this scenario.

How-To

Step 1: Open the Stolen claim you’ve created

Use the Search bar to locate the Stolen claim by entering the claim ID

Step 2: Deny all disputes on the claim

You’ll need to take different steps to deny the claim depending on which node it’s currently in.

Enrichment

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If the Deny Dispute option is available in the Other Actions menu, select it

Select No Error from the Reason for Denial drop-down
If Deny Justification(s) is/are required, select one or two options from the Find Existing Content box
Click the Apply button
Click the Process Actions button
This dispute is now denied

If the Deny Dispute option is not available in the Other Actions menu, create a failure

Click the Execute Enrich Data Service button
Click the Process Actions button
Repeat until the button changes to Retry Enrich Data Service Call
You can now select Deny Dispute from the Other Actions menu
Follow the instructions above to deny the dispute

Collaboration

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If the Cancel Merchant Credit Check option is available in the Other Actions menu, select it

Click the Process Actions button
The task has been completed and the dispute has moved forward in the workflow
If the dispute is in the Investigation or Disposition node, follow the instructions below
- Click the Process Actions button
- The dispute will now move to the next node

If the Cancel Merchant Credit Check option is not available in the Other Actions menu, create a failure

Click the Resume Service Execution button
Click the Process Actions button
Repeat until the button changes to Continue Process
- Click the Continue Process button
- Click the Apply button
- Click the Process Actions button
- The dispute will now move to the next node

Investigation

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Click the Deny All Button
Select No Error from the Reason for Denial drop-down
Enter the following in the Deny Comments freeform box:
Completed fraud investigation and true fraud did not occur, undisputed transactions authorized after stolen date, the disputed transactions on the case were placed as chip-read charges indicating that the account holder has possession of the card
Review the deny letter
Click the Apply button
Click the Process Actions button
The dispute is now denied

Disposition

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The task is Final Investigation

Click the Perform Final Investigation for All button
Select Deny Dispute under Next Step
Select No Error from the Reason for Denial drop-down
Enter the following in the Deny Comments freeform box:
Completed fraud investigation and true fraud did not occur, undisputed transactions authorized after stolen date, the disputed transactions on the case were placed as chip-read charges indicating that the account holder has possession of the card
If Deny Justification(s) is/are required, select one or two options from the Find Existing Content box
Click the Apply button
Click the Process Actions button
The dispute is now denied

The task is Disposition Case

Click the Do Not Pursue Recovery for All button
Enter the following in the Reason freeform box:
Completed fraud investigation and true fraud did not occur, undisputed transactions authorized after stolen date, the disputed transactions on the case were placed as chip-read charges indicating that the account holder has possession of the card
Select Perform Final Investigation from the Liability Decision drop-down
Select Deny Dispute under Next Step
Select No Error from the Reason for Denial drop-down
Copy and paste the text entered in the Reason box into the Deny Comments box
If Deny Justification(s) is/are required, select one or two options from the Find Existing Content box
Click the Apply button
Click the Process Actions button
The dispute is now denied

Step 3: Place a denial note on the claim

Place a note on the claim that can be reviewed in training. Note that the Denial Narrative (Deny Comments) will leave a note of their own in most builds. The Denial Narrative defaults to Fulfillment visibility which means intake users will not be able to see this note. Refresh the claim then open the Notes hub. Even if the Denial Narrative note is present, follow the instructions below to leave a note intake users will be able to see.

Access the Notes hub in the Case Tools section
Enter the following in the Subject line:
Denied Dispute ending in <last 4 digits of dispute ID>
Enter the following in the Note box:
Completed fraud investigation and true fraud did not occur, undisputed transactions authorized after stolen date, the disputed transactions on the case were placed as chip-read charges indicating that the account holder has possession of the card
Update Visibility to Contact Center
Click the Add button
The note has been added to the claim

Step 4: Expedite QFD’s denial process

You can either wait for QFD to complete these steps on its own, which can take up to an hour, or you can complete these steps yourself to ensure the claim is resolved.

Under the Resolve stage, click the Denied node
Select Perform Debit Now from the Other Actions menu
Click the Process Actions button
This process is complete