The attachments section is located in the Case Assets panel and includes a list of all files that have been attached to the case.

Add Attachments

New files may be attached to a case at any time by clicking the Attach New link.  The user will be prompted to select the file they wish to attach and provide a name and category for the file.  The file name and category are visible to other users when viewing the attachments section.

Please Note: A .tiff document type attachments can only be attached if the correspondence channel is standard email configuration.

Name

The Name field can be edited prior to attaching the document to the case. The Name field cannot be the same as another file on the case. 

Category

Accountholder: These are documents provided by the accountholder that aren't required but support their case

Association: These are documents involved in the recovery process

Internal: These are documents used in the internal investigation that we don't want to share with the accountholder

Supporting Documentation: These are required documents such as a WSUD or Statement of Dispute

Visibility

Fulfillment: Only back-office users can view the file

Contact Center: Back-office users and intake users can view the file

Member: The accountholder, back-office users, and intake users can view the file

FAQS

1. What is the file size limit for the claim?

   45 MB
   Note: This is the size limit for the claim; documents included in the recovery process may have a lower size limit
   
   

2. What file types can be uploaded?

   JPG, PNG, PDF, MP3, MP4, GIF, Word, Excel, TIFF
   Note: These are the acceptable file types for the claim; not all file types can be included in the recovery process
   
   

3. How do accountholders submit their documents?

   Email: If email is enabled, the accountholder can respond to any correspondence sent from QFD via email with files attached. 
   Self-service: If self-service is enabled, the accountholder can use the Upload a new file function to attach a document to the case.

Delete Attachments

To delete attachments, click on the 3 dots on the right side of the attachment information and select “Delete”.