Paid Dispute Claim: Cancelled Recurring
Create the Claim
Step 1: Answer “Which of the following would you like to report?” with “I participated in this transaction, but there is a problem.”
Step 2: Answer “Which of the following best describes the reason for your dispute?” with “I have an issue with a recurring transaction on my account.”
Step 3: Click the Continue button
Step 4: Locate and select the disputed transaction(s) or click Manually add the transaction to add a transaction to the claim, click the Continue button
Step 5: Answer the additional questions, then click the Continue button
Step 6: On the Summary screen, review the information, then click the Submit button
Action the Claim
There are different options available in the Actions menu for resolved claims. To illustrate these actions, resolve the dispute.
Step 1: Open the Cancelled Recurring claim you’ve created
Use the Search bar to locate the claim by entering the claim ID
Step 2: Pay all disputes on the claim
You’ll need to take different steps to pay (write off) the claim depending on which node it’s currently in.
Enrichment
Collaboration
Investigation
Disposition
Step 3: Place a write off note on the claim
Place a note on the claim that can be reviewed in training.
Access the Notes hub in the Case Tools section
Enter the following in the Subject line:
Write-off Dispute ending in <last 4 digits of dispute ID>Enter the following in the Note box:
Merchant confirmed they received the cancellation notice but failed to stop the recurring charge.Update Visibility to Contact Center
Click the Add button
The note has been added to the claim
Step 4: Expedite QFD’s write off 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 Paid node
Click the Resume button
Click the Process Actions button
If presented with the Continue Process button or Resume button, click it
Click the Apply button
Click the Process Actions button
This process is complete