Overview: 

Resolved an issue where External Client Users were unable to view the Investigation Details displayed on the claim due to visibility conditions to not display the Investigation Details to an External User. 

How it works: 

External Client Users are able to view the Investigation Details from the External Case Status Widget and External Users are not able to see the investigation Details. 

Overview: 

Resolved an issue where all deny reasons were not available on a reopened claim when the reopened request came from the External Case Status.

How it works: 

When a reopen request is submitted from the External Case Status widget and later denied by a back office users, all applicable deny reasons are displayed to the user.

Overview: 

Updated the Pulse workflow to remove the Fraud Reporting assignment, as it is not a requirement of the association.

How it works: 

When a Pulse Fraud claim is filed, the claim will not route to a Fraud Reporting assignment and will move to disposition to pursue the recovery.

Overview: 

Resolved an issue where when configured to require reg e documentation before provisional credit was issued, a flag was not set correctly.

How it works: 

When configured to withhold provisional credit until required documents have been received, a flag will be set to ensure provisional credit is not granted until documents are received.

When configured to not require documents to issue provisional credit, provisional credit will be automatically granted by the tenth business day regardless of document status.

Overview: 

Resolved an issue where users were unable to perform an Authorization Chargeback on a Fraud Dispute.

How it works: 

When a Fraud claim reaches disposition, users will have the option to select a Authorization Chargeback reason prior to pursue recovery.

Overview: 

Added Letter Failures to the Daily Critical Assignment Group.

How it works: 

When Assignment Group work routing is enabled, all Letter Failure assignments will be in the Daily Critical group. Please see the Assignment Groups article for more information

Overview: 

Updated the fee verbiage in the Confirmation, Additional Transactions, and Provisional Credit letter.

How it works: 

Prior to this change, the fee verbiage inferred that fees will be adjusted depending on the result of the investigation, and did not clarify that fees would be provisionally refunded during the time of the investigation:

When Provisional Credit is granted on a claim, the following verbiage will be added in regards to fees:

• Configured to rebill fees - "Fees associated with the disputed transactions will be provisionally credited to your account, where applicable."
• Configured to not rebill fees - "Fees associated with the disputed transactions will be credited to your account, where applicable, and are considered final at the time of crediting."

Overview: 

Resolved an issue where when a letter was resent that contained an attachment the attachment was omitted when the letter was resent.

How it works: 

This fix ensures that when a letter with an attachment is resent through the Communication Hub or the External Case Status the original attachments are resent as well.

Overview: 

Resolved an issue where when a claim had an autopay decision that was communicated to a customer/member through the confirmation letter and the claim contained disputes that were both pending and posted, the Initial Interaction Decision was reran when the pending disputes posted to the account, which could result in the newly posted transactions receiving a different decision other than Auto Pay. 

How it works: 

This fix ensures that when the Initial Interaction Decision is Auto Pay and pending disputes post to the account, the decision that was communicated in the Confirmation letter is upheld. 

Overview: 

Resolved an issue where QFD was performing multiple merchant credit checks in the same day. To avoid putting the same assignment in front of a user multiple times, QFD will not perform duplicate merchant credit checks on the same day. However, if a merchant credit check was performed and a chargeback was submitted and rejected for a 5000 code (expected credit), or a user manually pending a dispute for a merchant credit, QFD will not exit out of the merchant credit check flow until the pend time is reached.   

Overview: 

Resolved an issue where users were required to approval the same write off value multiple times. 

How it works: 

When a user writes off a dispute from the Provisional Credit review and the dispute routes to approval, before the dispute is resolved it was routed to perform a merchant credit check. If no merchant credit was identified the dispute would route back to the user for write off approval. 

Overview: 

Added asterisks to required fields of the Police Report Questionnaire

How it works: 

When the Police Report questionnaire is enabled, the entire questionnaire will display to the user, however the required fields to proceed will be indicated by an asterisk for the user to continue.