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Review Chargeback

Owned by Devan Robertson
Last updated: Dec 13, 2024 by Kristafanie Somers
3 min read

Description

SLA

Deadline: 8hrs

Assignment Group

Next Recovery Deadline

 

Overview

The Review Chargeback assignment prompts the user to correct or update the resolution form. This task often requires the user to reach out to the account holder for additional information or documentation, so communicate best practices around pend timeframes and communication. 

How-To

Step 1: Click the Process Chargeback button

Step 2: QFD will display an error message along with an alert icon next to the incomplete fields

Step 3A: 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 3B: If a response needs to be updated, complete the required text fields or change the responses


Step 3C: If the Recovery Option is not correct, take the following actions

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

  2. Select Cancel Recovery by clicking on the Other Actions button

  3. The dispute will be assigned the Disposition Case assignment


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. 

Pend

This button allows the user to apply a wait status to all disputes with the Review Chargeback 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.

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. 

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