Case Assets

Case Assets 

The case assets are displayed on the right-hand side of the screen when viewing a case and provide agents with a number of details about the claim, as well as several tools. 

1. The Case Details section provides information about the claim such as the claim amount, case status, and dispute reason.  Applicable regulatory deadlines are listed including a countdown to the regulatory date.  A satisfied regulation date is displayed with a green checkmark, while regulation dates that have not yet been satisfied are displayed with the attention icon.  For example, if the dispute was subject to Reg E and the PC was granted within 10 business days, there would be a green checkmark to indicate that the step was completed within the regulatory time frame.
    

2. Contact information can be updated by clicking the three dots in the top-right corner of the Accountholder Info section.  Changes made here impact only this claim and are not communicated back to the system of record.  Updating the contact info permits the agent to edit the default communication channel so that all future claim correspondence goes to this new email address or physical address. 
   
   
3. The Accountholder Info section provides details about the customer that were gathered in claim intake. This typically includes the accountholder's name, mailing address, email address, and phone number.  This information does not update in response to changes in the system of record.
    
4. Account details are present in the Accountholder Info section. This information is a snapshot taken during claim intake and does not update.

Attachments 

The Attachments section stores the documents and files tied to the case. Attachments include the chargeback form, acquirer response, files submitted by the accountholder, and any manually uploaded files. Agents can attach documentation to the case by selecting the Attach new link.
Attachments can be downloaded for review and deleted if needed.

Agents will select the file category.

• Accountholder: These are documents provided by the accountholder that aren't required but support their case.
• Association: These are documents involved in the recovery process.
• Internal: These are documents used in the internal investigation that we don't want to share with the accountholder.
• Supporting Documentation: These are required documents such as a WSUD or Statement of Dispute

Agents can determine the level of visibility the file has.

• Contact Center: The file will be visible to both the front-office and back-office. 
• Member: The file will be visible to the front-office, back-office, and to the accountholder. 

• Fulfillment: The file will only be visible to the back-office.

FAQs

1. What is the file size limit for the claim?

   45 MB
   Note: This is the size limit for the claim; documents included in the recovery process may have a lower size limit
   
   

2. What file types can be uploaded?

   JPG, PNG, PDF, MP3, MP4, GIF, Word, Excel, TIFF
   Note: These are the acceptable file types for the claim; not all file types can be included in the recovery process
   
   

3. How do accountholders submit their documents?

   Email: If email is enabled, the accountholder can respond to any correspondence sent from QFD via email with files attached. 
   Self-service: If self-service is enabled, the accountholder can use the Upload a new file function to attach a document to the case.

Case Tools 

The Case Tools are a collection of tools and information that the agent can use throughout the life cycle of the claim.  

1. The Accounting tool provides a detailed view of accounting adjustments to assist the supervisor in understanding what accounting tasks have been completed and what additional tasks may be needed to resolve a case.
   

    Click here to see the Accounting tool...

   

   
   

2. The Follow tool provides a simple way to return to the case at a later time.
   

    Click here to see the Follow tool...

   

   
   

3. The Investigation tool stores QFD's behind-the-scenes decisioning such as the initial interaction decision (automation) and chargeback rights. 
   

    Click here to see the Investigation tool...

   

   
   

4. The Related Cases tool allows back-office agents to view a list of all cases associated with a particular account that were created within QFD. 

    Click here to the Related Cases tool...

   

5. The Transactions tool allows agents to view all transactions associated with the account, including all monetary transactions available from the system of record and not just those that are included on the claim or considered disputable.  Agents can pull association results to gather more data on the non-disputed transactions in the transaction search.
   

    Click here to see the Transactions tool...

   

   
   

6. The Communication tool provides several useful features for managing customer correspondence including downloading and resending messages as well as manually creating new messages. All correspondence sent is stored here. 
   

    Click here to see the Communication tool...

   

   
   

7. The Fraud Info tool is available for fraud claims and provides an easy way to retrieve and update details related to identified suspects and filed police reports.
   

    Click here to see the Fraud Info tool...

   

   
   

8. The Notes tool provides an easy way to add notes to the case. Notes include a subject line and body section to help agents identify the purpose or content of the note.
   Posted notes can be deleted but they cannot be edited. Deleted notes can be accessed in the Case Audit tab.
   Agents can select the Visibility based on who should have access to that note:
   • Contact Center: The note will be visible to both the front-office and back-office. 
   • Member: The note will be visible to the front-office, back-office, and to the accountholder. 

   • Fulfillment: The note will only be visible to the back-office.
     

      Click here to see the Notes tool...

     

     
     

9. The Tags tool can be used to tag cases so that they can easily be retrieved later. 
   

    Click here to see the Tags tool...

   

   
   

10. The View Statements tool provides a list of available statements when enabled.