Overview
Users can add disputed transactions to the claim if enabled. This feature is saves the user time and effort because they will not need to create a new claim. Review internal guidelines to let the users know when a transaction should be added versus when a new claim needs to be created.
Transactions cannot be added when:
- This configuration is not enabled
- The case has been resolved
- The disputed transaction being added has a different regulatory deadline
- The disputed transaction being added is a different product
- Recovery has been pursued
Walk through the Add Transactions workflow. Use an open case that has not been recovered on to demo this process. See the fraud example below.
How-To
- Access the open card secure claim example that was created
- Review the Responses node which will reflect the Review New Attachment task
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- Click the Review New Attachment button
- Click the Request to Add Transaction to Claim link
- A pop-up window will appear and reflect the following note:
Account holder called in to request to add the <merchant name> charge for <amount> on <transaction date>. This charge is also fraudulent.
- Click the Apply button
- Click the Process Actions button
- Click the Actions button
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- Select Add Transactions
- Locate the transaction indicated in the Review New Attachment task
- Select the transaction
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- Click the Submit button
- The new dispute may be in the Enrichment node
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- QFD will spin up the Added Transactions/Additional Disputes letter
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- The process is complete