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5: Process Dispute

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

Overview

The Process Dispute assignment prompts an analyst to record initial liability in the Visa Allocation recovery workflow. If RTSI is enabled, this assignment is generated when liability is assigned to the issuer. If RTSI is not enabled, this assignment is always generated to record initial liability. This assignment is only on Visa disputes.

Consider when users need to notate work they complete for this assignment.

 

 

How-To

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

Step 1: Click the Record Initial Liability button

Step 2: Review the Association's initial liability decision in the external system of choice (VROL)

Step 3: Return to QFD and record the Association's initial liability decision

Acquirer - The recovery process will continue to the next step which is to receive the merchant's response (inbound pre-arbitration)

Issuer - The user will need to determine how to handle the disputed charge

  1. Select Yes or No in response to Will you be pursuing an exception?

     

    • Yes - This action will prompt the user to submit an Exception Review in VROL in the Request Exception Review assignment

       

    • No - Write-off, deny, or assign the Process Liability assignment to the dispute by selecting the respective option under Next Step

       


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. 

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 or is stuck. 

 

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. 

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