All About Reopen Requests

Overview

A reopen request, also known as a “reassertion” request, is an ask made by the accountholder to reopen a previously denied dispute. The purpose of this request is to have the dispute reevaluated based on new evidence, a change in circumstances, or errors in the initial handling of the case.

Reopen requests can be received through the following:

Know that there isn’t a regulatory deadline to process reopen requests. Furthermore, financial institutions are not required to issue provisional credit on reopened claims.

Managing reopen requests is critical for maintaining accountholder satisfaction. Denials can result in dissatisfaction, whereas handling reopen requests can boost trust in your services.

Read on to learn how to work the Review Reopen Request assignment.

Process

Denial Reason
To start, review the claim as a whole. Identify the initial denial reason in the Notes tool, Communication hub, or the Denied step in the Case Roll-up.

Open

Denial Notes

Open

Communication Hub

 

 

When to Deny the Request
In some instances, the reopen request should not be approved. If the dispute was denied for authorization never posted, merchant-issued refund, or if recovery was attempted but lost, a second investigation may not yield different results. If you choose to deny the request, a second denial letter will go out to the accountholder and if provisional credit was issued upon reopening, QFD will queue the debit accounting adjustment. Make sure you notate why you're denying the request and what information had led you to that decision. 

When to Approve the Request
Reopening due to an invalid withdrawal request, an identified error from the first investigation, or reopening due to the accountholder submitting required documents or new information is permissible. Make sure you notate why you're reopening the dispute and what information had led you to that decision. 

You can apply regulatory protections to reopened claims by answering yes to, “Is the original denial invalid?” In this case, provisional credit must be issued within 10 business days and the dispute must be resolved within 90 days.

Tips

• After the dispute has been reopened, it will route to where it left off before the initial denial. Typically, this will be the Disposition step with the Disposition Case assignment present.

• In the Disposition Case assignment, you can pursue recovery, write-off or deny the dispute.

• Keep in mind that if the dispute was initially denied as a part of the recovery process, you cannot attempt recovery a second time.

• Accidents happen! If the reopen request was approved but it shouldn’t have, you may deny a second time using the Other Actions button in the dispute assignment.