Case Roll-up
- Kristafanie Somers
Overview
The case roll-up is displayed at the top of the screen when viewing a case and provides users with a visual indication of where the case is in the dispute lifecycle and what steps require user action if any.
Icons
There are various icons to the left of the case steps (nodes), which indicate if the step has been completed, is waiting on a system process, or is housing a manual user assignment. Below is a legend for each of those icons.
Icon | Description | Meaning |
|---|---|---|
| Green Checkmark | The step has been completed. | |
| Play Icon | The step houses a manual user assignment. |
| Red Play Icon | Similar to the play icon, this step requires an agent to review and take action. It is red because the step is past its deadline goal. |
| Double Triangle Play Icon | This step contains the assignment selected by Get Next Work. Can either be ready (colored double triangle) or urgent (red double triangle) work. |
| Gray Clock | This icon shows steps that are pending completion by QFD. No user action is needed for this step. |
Roll-Up Stages
Collect
The Collect stage houses the information that was captured during claim intake.
Dispute Reason
Claim and dispute reasons selected at intake.
Dispute Transactions
The transaction(s) that were originally disputed in the claim.
Claim and Dispute Details
The original questionnaire that was filled out through claim intake.
Summary
This is the summary screen in intake that shows the correspondence channel and where the first letter was sent to. It also has a list of the disputed transactions.
Confirmation
This is the last screen displayed through claim intake. It shows the “What happens next” steps provided to the cardholder at the completion of intake.
Enhance
The Enhance stage is the first point where actions are taken in the back-office once the intake process is completed.
Initialization
The first step in the back-office. Each transaction that was disputed has an individual dispute ID created under the claim. This process is automated by QFD.
Authorizations
This step houses the disputed pending transactions, waiting for them to be posted to the account for further investigation. If after the allotted pend time, the transaction has not posted to the account, the pending transaction will be closed out automatically. This step is automated but may need manual review for any failures or mismatches.
Enrichment
The enrichment step is where we reach out to the association to get the disputed transaction details. This step is automated through Visa and MasterCard but may require manual review for other networks.
Documentation
This stage shows if we have any outstanding documentation requirements for the claim. If documents are received, a manual review will be required to confirm they are valid.
Analyze
The Analyze stage is where the agents will take the majority of their actions within QFD. This stage can also have automation points in certain areas that will be called out in the specific flows.
Collaboration
The purpose of the collaboration step is to allow for a Verifi or Ethoca check to swiftly resolve the claim. This stage is also used for a manual review for a merchant refund.
Research
The research step houses ARIA's work if enabled.
Investigation
The purpose of the investigation step is to review the claim prior to issuing a provisional credit. This step can be automated based on firm configurations.
Fees
The purpose of the fees step is to allow the user a chance to review any fees that may need to be refunded as part of the investigation. This step is automated and only requires a manual review for exceptions.
Interest
The purpose of the interest step is to allow the user a chance to review an interesting-bearing account and refund any interest charges that were caused by the transactions in dispute. This step would display only for claims where this is applicable.
Disposition
The purpose of the disposition step is for the user to determine if recovery will be attempted and, if so, what recovery reason code will be used.
Responses
The purpose of the responses step is to alert the user that there is information from the account holder or intake team that needs to be reviewed. This step will require a manual review by the agent.
Execute
The Execute stage is where the actions taken on the case are a result of the analysis completed in the Analyze stage. These actions can also be completed based on automated calls to external systems.
Recovery
The recovery step is used to complete the recovery process. This step will be automated through Visa and Mastercard but will require manual action for other networks.
Accounting
The accounting step is used to complete the accounting between QFD and the system of record. This step is automated through QFD.
Stop Payment
The stop payment step is used to issue a stop payment on a claim. This step would display only for claims where this is applicable.
Account Maintenance
The account maintenance step is used to complete account updates between QFD and the system of record. The most common example of the task completed here is the block/reissue step for fraud cases. This step is automated through QFD.
Fraud Reporting
The fraud reporting step is used to complete the required reporting on fraud claims. This step will be automated through Visa and Mastercard but will require manual action for other networks.
Notifications
The notifications step is used to show outstanding correspondence tasks. This step will be automated and only require manual action for failures.
Resolve
The Resolve stage is the last step in the claim. This is updated to show once a claim decision has been reached. This step is automated once the resolution decision has been made.