Select Transaction

Description
Details
SLA	Deadline: 1 day
Assignment Group	Daily Maintenance

Overview

The Enrichment step is where QFD grabs additional transaction details for the disputed activity. There are multiple tasks in the Enrichment node. On this page, we'll review the most common, which is Select Transaction.

How-To

Step 1: Click on the Match from Potential Transactions button

Step 2: Review the list of transactions for a match to the disputed transaction (merchant name, date, amount)

Step 3A: If there is no match, take the following actions

Click the Cancel button
Click the Other Actions button (ellipses) then Pend the dispute for one business day
- Select Internal Research under the Pend Reason drop-down
- Click the Apply button
- Click the Process Actions button
The process is complete

If the dispute has already been pended and there is still no match, complete enrichment manually.

Select Process Enrichment Manually from the Other Actions menu
Complete the required fields (asterisk) which will require access to the association's portal (VROL, Mastercom)
Click the Apply button
Click the Process Actions button
The process is complete

Step 3B: If there is a match, take the following actions

Select the matching transaction that will be applied to the disputed transaction (the selected row will be highlighted)
Click the Apply button
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.

Process Enrichment Manually

This action allows the user to enter required transaction data manually.

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.

Deny Dispute

The Deny Dispute option allows the user to deny the dispute. In the Enrichment stage, users may need to deny due to the account holder withdrawing their claim.

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 matches the results available for selection under the Enrichment tab.

Select the valid transaction
Click the Apply button
Click the Process Actions button

The disputed transaction does not match the results available for selection under the Enrichment tab.

Review related cases for a duplicate dispute. Deny the disputed transaction if there's a duplicate on a related claim.

If there is no duplicate dispute, pend the dispute for a day.

The disputed transaction has multiple possible matches that reflect the same amount, date, and merchant name.

Match each disputed transaction to a posted transaction starting from top to bottom. Pay attention to the Acquirer Reference Numbers (ARNs) in the Association's record of the transactions.