4: Reclassify Case

Overview

Users can reclassify a case based on their review of the case. Review internal guidelines regarding when to reclassify with your learners. 

Important information:

• When reclassifying from Non-fraud to Fraud, the card will not be closed in QFD
  • Users will need to close the card using an external system
  • Users will need to reach out to account holder to notify them of the card closure and ask about reissuance.
• Reclassifying the case requires the new claim reason's questionnaire to be completed
  • This may necessitate reaching out to the account holder to ask the questionnaire questions
• The case cannot be reclassified if recovery has been pursued

Walk through the Reclassify Case workflow. Use an open claim that has not yet been recovered on. See the non-fraud example below.

How-To

1. Access the open credit posted as debit claim example that was created
   
   
2. Review the Claim and Dispute Details node
   
   
   
3. Review the details provided under "Do you have any additional information to provide about this dispute?"
   The claim reason is Credit Posted as Debit, but needs to be updated to Credit Not Processed
   
   
4. Click the Actions button
   
   
   
5. Select Reclassify Case
   
   
6. Select I made this purchase, but there is a problem and I need to dispute it. in response to "Which of the following would you like to report?"
   
   
7. Select I cancelled or returned the merchandise or service and have not received the expected credit. in response to "Which of the following best describes the reason for your dispute?"
   
   
   
8. Click the Next button
   
   
9. Select Merchandise in response to "What was purchased?"
   
   
10. Select No in response to "Were you issued a partial credit?"
    
    
11. Enter the following in the text box under "Please provide a description of what was ordered."
    Ghirardelli hot chocolate kit, 32 oz. Stanley water bottle, 5 ft. USB-C cable
    
    
12. Using the calendar tool, select a date in the past week in response to "What was the last expected receipt date for the merchandise?"
    
    
13. Select No in response to "Did you cancel?"
    
    
    
14. Select Yes in response to "Did you return the merchandise?"
    
    
15. Using the calendar tool, select a date in the past week in response to "When did you return the merchandise?"
    
    
16. Select Face to Face in response to "What return method did you use?"
    
    
17. Select Yes in response to Were you provided a credit voucher, voided transaction receipt or refund acknowledgement?"
    
    
18. Using the calendar tool, select a date in the past week in response to "What is the date on the credit voucher, transaction receipt, or refund acknowledgement?" 
    
    
    
19. Select Yes in response to "Did you attempt to resolve with the merchant?"
    
    
20. Enter the following in the text box under "Please explain:"
    Account holder called in and told us they have a refund receipt but the merchant hasn't issued the refund yet
    
    
21. Select No in response to "Do you have any additional information to provide about this dispute?"
    
    
    
22. Click the Continue button
    
    
23.  The process is complete