3: Review Re-Open Request

Overview

Account holders can request to have their denied dispute re-investigated by calling in and working with an intake user or submitting the request through their self-service portal if enabled. Explain the reopen criteria as dictated by internal guidelines, if any. Consider if users need to notate any work relating to reopening the case including denying the reopen request.

How-To

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

Step 1: Click the Review Re-Open Request button.

Step 2: Determine if the case should be re-opened by reviewing the responses to the reopen form

Step 3A: To reopen the claim, select Yes from the Approve Request drop-down

Determine if provisional credit should be issued by answering Yes or No to "Would you like to issue provisional credit?"

Defer to internal best practices.

Step 3B: To deny the reopen request, select No from the Approve Request drop-down.

Select the denial reason from the Reason for Denial drop-down
Enter Deny Comments is required (asterisk)
Attach any documents if needed
Select the Deny Justification if needed

Step 4: Click the Apply button

Step 5: Click the Process Actions button

Other Actions

There are no additional actions available to users on this assignment.

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.