Case Status

Overview

The status bar offers a quick glimpse into what’s going on with the claim. Users should be familiar with each stage so that they can accurately advise the account holder.

We recommend crafting talking points and instructions for handling claims in each status. 

Case Stages

The check mark represents a completed stage. Use the example claims created previously to show the differences in the stages.

Received

Received identifies that the claim has been created. 

If the claim has been initiated but not submitted, Received will not include a check mark. 

In order to those this status to the learner group, you would need to obtain an incomplete claim.

Information Required

Information Required indicates that there is a document requirement needed to complete the investigation.

If the document requirement has not been satisfied, Information Required will not include a check mark. 

If a back-office analysts requests information from the account holder, the claim status will reflect the Information Required status. Intake users should review the most recent correspondence sent to the account holder or check the notes to identify any required information.

Example claim: Charged More Than Once/Paid by Other Means

Investigating

The Investigating status signifies that the claim is being worked and there is no additional information needed at this time. 

Example claim: Quality

Pursuing Recovery

Pursuing Recovery tells us that we're working with the merchant to resolve the dispute.

In order to show this status to the learner group, you would need to obtain a claim that is post-recovery (chargeback). 

Resolved

Resolved means that the claim has been closed and a final decision has been made.

Additional details about the decision are provided in the Case Summary and in the final decision correspondence.

Example claim: Stolen