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2: Disposition Case

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

Overview

The Disposition Case assignment involves choosing a recovery option for the chargeback, updating the case to include required information, or determining that recovery should not be pursued. 

The Disposition Case assignment is handled differently by firms, so review internal guidelines to understand what is needed in order to complete this task. Consider the following:

  • What are reason codes and what are some examples of each?

  • How to determine if recovery rights exist and when should recovery be pursued?

  • Do users deny disputes with no recovery rights?

  • What are the steps to complete a fraud investigation?

  • How and when should users notate the work they completed for this assignment?

  • Should QFD continue with recovery after the dispute has been written-off?

 

 

How-To

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

Step 1: Determine if recovery should be pursued by following internal guidelines

Step 2A: To pursue recovery, click the Review Recovery Options button

  1. Ensure Yes is selected in response to Do you want to pursue recovery?

     

  2. Review the following fields for correctness and update if needed: Current Recovery Category, Current Recovery Option, Fraud Type

     

  3. Answer and correct any unfulfilled dependencies


Step 2B: To write-off or deny the dispute, click the Do Not Pursue Recovery for All button which will cancel recovery for all disputes in the assignment or click on the Other Actions button and select Do Not Pursue Recovery to cancel recovery for the selected dispute

  1. Explain why recovery should not be pursued in the Reason box

     

  2. Choose an option under the Final Investigation drop-down

     

    • Pend Until Resolution - Sets the dispute aside in a waiting status and awaits the resolution of other disputes on the same claim

    • Perform Final Investigation - Enables the user to write-off or deny the dispute or assign the Final Investigation assignment to the dispute

To write-off the dispute, select Write Off under Next Step

  1. Explain the write-off decision in the Please provide an explanation box

  2. Select the Write Off Justification if needed

 

To deny the dispute, select Deny Dispute under Next Step

  1. Select the deny reason under the Reason for Denial 

     

  2. Enter the reason for the denial in the Deny Comments box

  3. Select the Deny Justification if needed

Step 2C: If documents or information are needed, take the following actions

  1. Click the Cancel button if you've expanded the assignment

  2. Select Pend by clicking on the Other Actions button

  3. Select Customer Response from the Pend Reason drop-down

     

  4. Update the Business/Calendar days to resume: according to internal best practices

  5. Select Yes from the Send Additional Information Communication? drop-down

  6. Using the calendar tool, update the Response Required by Date to match the Business/Calendar days to resume:

  7. Under Find Existing Content, select the templates that meet the document or information need or use the Add a Custom Section to enter the request in a freeform box

 


Step 3: Click the Apply button


Step 4: 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. 

Do Not Pursue Recovery

This action enables the user to write-off, deny, or assign the Final Investigation assignment to the selected dispute. 

Pend

This button allows the user to apply a wait status to all disputes with the Disposition Case assignment. The user may want to apply the wait status for a variety of reasons, including requesting information or documents from the account holder or needing to pause the assignments to complete an internal investigation.

For additional information on the Pend function, click here.

Adjust Dispute Amount

This action enables the user to lower the dispute amount. The dispute amount may need to be adjusted when calculating account holder liability on fraud claims or after reviewing an itemized receipt on a non-fraud claim.  

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 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. 

Do Not Pursue Recovery for All

This action enables the user to write-off, deny, or assign the Final Investigation assignment to all disputes with the Disposition Case task. 

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