MorphMorph

Amex Execute Chargeback

Owned by Jacob Harris
Last updated: Sept 27, 2024 by Kristafanie Somers
Description

When a user elects to pursue a chargeback and system is configured for chargebacks to be executed manually this assignment is created.

Details

Execute Chargeback

This primary flow action prompts the user to execute the retrieval request and attest to the action has been completed in an external system.  The following instructions will be prompted to the user.

  1. Access Network Dispute Manager
  2. Click Create
  3. Expand the Search section and enter the Transaction ID then click Search
  4. Once the transaction is located from Available Actions click on First Chargeback
  5. Select Chargeback Reason
  6. When disputing a partial chargeback update the Chargeback Amount field.
  7. Attach supporting documentation: Use Select files to upload or Drag and drop functionality.
  8. Click Submit

Cancel Recovery

This optional flow action is available from the Other Actions menu.  When completed it will return the user to Disposition Case to take another action.

SLAN/A
Work QueueExecuteChargeback
Work Group


StageExecute
NodeRecovery


The Execute Chargeback assignment is generated when system integration is not enabled to perform the chargeback. This assignment prompts the agent to execute the chargeback in an external system.


How to complete the assignment

  1. Click the Execute Chargeback Manually button. 

  2. Submit the chargeback manually using your firm's system of choice. Instructions may be available in QFD.

  3. After submitting the chargeback manually, return to QFD and verify the Case ID is present in the field labeled 
    • If case ID is not present, locate and enter the case ID.
      • To locate the case ID, In QFD select the Additional Data hyperlink.
      • Click on the Recovery Details tab.

      • Copy the number listed below Claim Filing - Claim ID.

  4. Check the box next to "I certify the above steps have been completed."

  5. Click the Apply button.

  6. Click the Process Actions button.