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3: Review Documents

Owned by Kristafanie Somers
Last updated: Nov 15, 2024 by Jeanette Maack
3 min read

Overview

Some claim reasons require documentation in order to move forward based on configurations. These claims will reflect the Documentation node and the Review Documents assignment. 

  • Paid by Other Means: Proof of payment

  • Credit not Received: Refund receipt or similar

  • Proof of Non-receipt of Service: Destination wallet address or blockchain transaction hash

  • Incorrect: Proof of correct amount

  • Fraud Application: Statement of Fraudulent Application

The dispute will pend for ten calendar days in the Documentation node awaiting the requested document. If no documents have been received after 10 calendar days, the Documentation node will resolve and the dispute will move forward. If it is received, the Review Documents assignment will prompt the agent to review the submission or skip the document requirement. 

 

 

How-To

Use the example claim you've prepared for the walkthrough. 

Step 1: Click the Review Documents button


Step 2: Click Show File and review the documentation to ensure it meets the case requirement


Step 3: Select a Doc Type from the drop-down that best reflects the submitted document

Step 4: Click the Apply button

Step 5: Click the Process Actions button

Other Actions

The Other Actions menu offers additional actions and information that allows the user to effectively work the task. 

Check for Merchant Credit

This action allows the user to check recent transaction activity for a refund. If a refund is found, the user can deny the dispute. 

Mark Assignment As Unworkable

Assignments that cannot be worked due to a technical issue can be marked as unworkable. This action will move the unworkable task to the Unworkable Assignment Group where leadership can review the scenario and take steps to resolve it. 

Technical errors that require the task to be marked as unworkable include QFD not reflecting correct data or when a user takes an action on the task, the action does not process and the assignment loops. 

 

Bulk Actions

Bulk Actions enable users to apply action to multiple disputes at once, saving the user time. 

Bulk Take Action

This button is available when there are multiple disputes present in the selected node. The bulk action applied will impact only the disputes on the page you're currently viewing if there are multiple pages due to the number of disputed transactions.Â