5: Reopen Case

Overview

Users can reopen the case on denied claims. Discuss with the learner group when to reopen the case versus creating a new case. 

Walk through the Reopen Case workflow. Use a denied claim example to demo this process. 

How-To

1. Access the denied fraud claim example that was created
   
   
2. Click the Actions button
   
   
   
3. Select Reopen
   
   
4. Enter the following in the box under "Why are you requesting to reopen the case?"
   Account holder reasserts fraud occurred on their account
   
   
5. Select Yes in response to "Do you have new information that was not already provided when your dispute was initiated?"
   
   
   
6. Enter the following in the box under "Please provide specific details that were not included in your original dispute as well as any documentation that can support your claims."
   Account holder reached out to merchant and obtained an email confirming the merchant has no orders placed by the account holder
   
   
7. Select No in response to "Would you like to issue provisional credit?"
   
   
   
8. Select the transaction you'd like to re-investigate
   
   
   
9. To reopen the case, click the Submit button or to leave the case closed, click the X in the upper right
   
   
10.  The process is complete

There will now be a Review Re-open Request assignment in the Responses node.