Case Tabs

Assignment 

The Assignment tab will show the case step the agent is working on. In the example below, the agent is working in the “Recovery” step, which reflects "Recovery" as the assignment tab. On the Assignment tab, you'll see a list of actions that have already been completed on that assignment under Completed Actions. The agent can complete the assignment by clicking on the relevant assignment button, shown below as "Review documents" and "Match from Potential Transactions".    

Overview 

The Overview tab has information that an agent can use to resolve the case. This information is found in the Case Details and the Disputed Transactions shown below. 

The Case Details section provides information about the overall claim including the case status, how many disputes on the case have been resolved, and the created date and created by details.

The Disputed Transactions section contains a transaction grid that allows the agent to view disputed activity details. There are additional options the agents can review for more information. Access these additional menus by clicking on the ellipses (Other Actions) under the far-right column. 

• Accounting (Dispute-level): This link reveals the money movement for this dispute up to this point.
• Additional Data: This link stores all the transactional data that we receive from the associations. Agents can look here for all the authorization and clearing data for the charge. 
• Audit (Dispute-level): Similar to the Audit tab, this link takes an audit of steps that have been completed specifically to the transaction.  
• Recovery: This link shows what recovery steps have been taken up to this point. This includes a record of the information that passed to the Association in the case filing. 

Agents can create a custom view that will be saved to their profile. Hover over the column name under Disputed Transactions to hide the column. From there, select Save view from the Default view drop-down. 

Audit 

This tab keeps an audit of actions that were completed at the claim level. The information presented is the most recent to oldest actions, but that can be changed by clicking the Time button at the top of the left-most column. 

Questionnaire 

This tab shows the most recent version of the questionnaire on file. It allows the agent to update the questionnaire if there is new information to provide for the case. The agent can update any questions in this questionnaire, and when completed, click the Save button. 

Note: This tab will only allow agents to update the questions for the chosen claim type. If the agent needs to change the claim type, that can be done through the reclass action. 

External Case Status 

This tab shows the information that is presented to external (not back-office) users regarding the status of the case. Typically, this information is viewed by the cardholder or front-office specialist.