4: Execute Chargeback

Overview

The Execute Chargeback assignment prompts the user to manually submit the chargeback in the firm's system of choice (VROL, Mastercom, Co-op, etc.). We typically see this assignment when recovery has been initiated on an alternate network transaction or a manually added transaction. Review internal documentation to learn how to file a chargeback in the external system. These procedures should include how to log into the external system, how to complete the case filing, and how to complete the dispute resolution form.

Consider when users need to notate work they complete for this assignment including notating the case number and uploading any relevant screenshots and the dispute resolution form to QFD.

How-To

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

Visa

Step 1: Click the Execute Chargeback Manually button

Step 2: Submit the chargeback in the external system

Step 3: Return to QFD once you have verified that the necessary steps have been taken in the appropriate system

Step 4: Complete the task in QFD

Enter the Visa case ID in the box under What is the Visa Case ID?
Select the appropriate response to Did VROL present you with associated transactions to review?
This question is asking if you were presented with potential refunds
- Yes
  - Select the appropriate response to Were any of the transactions returned in VROL associated with the disputed transaction?
  - Select the appropriate response to Did the associated transaction resolve the dispute?
- No

Select the appropriate response to Did the dispute reason pass the dispute validations in VROL?
This question is asking if the chargeback was accepted or you received an error message
- Yes
- No
  - Select the appropriate response to Will you be filing an exception?
    - Yes
    - No
Select the appropriate response to Will the dispute be resolved as Rapid Dispute Resolution (RDR)?
This question is asking if the dispute is automatically accepted by the merchant
- Yes - This will pay the claim and tell QFD to wait for a merchant refund
- No
Update the Dispute Category if needed
Update the claim reason if needed
Check the box next to I certify the above steps have been completed.

Step 5: Click the Apply button

Step 6: Click the Process Actions button

Mastercard

Step 1: Click the Execute Chargeback Manually button

Step 2: Submit the chargeback in the external system

Step 3: Return to QFD once you have verified that the necessary steps have been taken in the appropriate system

Step 4: Complete the task in QFD

Enter the Mastercom claim ID in the box under Please provide the MasterCom claim ID
Check the box next to I certify the above steps have been completed.

Step 5: Click the Apply button

Step 6: 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.

Cancel Recovery

This action allows the user to cancel the recovery workflow for this dispute and return it to the Disposition Case assignment. In the Disposition Case assignment, the user can then write-off or 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.