MorphMorph

Check for Merchant Credit

Owned by Nick Facca
Last updated: Nov 20, 2024 by Kristafanie Somers
4 min read

Description

SLA

Deadline: 2 days

Assignment Group

Daily Maintenance

Overview

QFD continues to check for merchant credit throughout the dispute process. The Check for Merchant Credit assignment requires us to review transaction postings for merchant refunds. Know that merchants may issue a single large refund to cover multiple charges or a few small refunds to cover a single charge. In these situations, we should validate the refund in VROL or Mastercom following internal guidelines. 

 

How-To

Step 1: Click the Check for Merchant Credit button

Step 2: Review the results and adjust the search criteria dates if needed

image-20241107-210519.png

Step 3A: If no credit has been received, take the following actions

  1. Select No Credit Found from the Credit Search Result drop-down

  2. Click on the Apply button

  3. Click on the Process Actions button

  4. The process is complete

 

Step 3B: If credit from the merchant has been received, take the following actions

  1. Validate that the transaction amount and merchant name match the details of the disputed transaction

  2. Select the credit transaction(s) that will be applied to the disputed transaction

  3. Verify the Deny Debit DateFor Reg E, verify the Deny Debit Date is set five business days from the denial date (exclude holidays and weekends)For Reg Z, same-day debit is allowed

  4. Click the Apply button

  5. Click the Process Actions button

  6. The process is complete

 

Other Actions

The Other Actions menu offers additional actions and information that allows the user to effectively work the task. 

Cancel Merchant Credit Check

The action allows the user to cancel the merchant credit check and move the dispute forward in the recovery flow. 

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. 

 

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. 

Scenario

Example (Click images to enlarge)

Next steps

Scenario

Example (Click images to enlarge)

Next steps

The disputed transaction has a merchant credit.

Click on the square radio button next to the transaction. Then click the Apply and Process Actions buttons.

Alternatively, you can select Credit Found from the drop-down.

There is a merchant credit in the same amount as the disputed transaction but the merchant name doesn't match.

Using the external system of choice, confirm that the credit is for the disputed transaction.

The disputed transaction doesn't have a merchant credit.

Select No Credit Found from the drop-down to complete the task. 

 

Â