Overview
The "Reopen Case" action allows a user to reopen a dispute that was previously denied if the account holder reasserts their claim. This action is only available on claims that are in the “Resolved-Denied” status. This action is separate from the Review Reopen Request assignment.
How to Reopen the Case
To reopen a case, the user will select the Reopen option from the Actions drop-down.
Complete the required fields.
- Why are you requesting to reopen the case?
- Do you have new information that was not provided when your dispute was initiated?
- Please provide specific details that were not included in your original dispute as well as any documentation that can support your claims.
- Would you like to provide Provisional Credit?
- Send Provisional Credit Communication?
The user will click the dispute or disputes they wish to re-investigate. Then click the Submit button.
The dispute will process in the Disposition node before it routes to a user assignment.
How to Manage Reopened Cases
The case-level audit will log the reopen action and include the responses to both questions: "Why are you requesting to reopen the case?" and "Please provide specific details that were not included in your original dispute as well as any documentation that can support your claims."
"Reopen Case" Action Not Available
The "Reopen Case" action is not available on paid or open claims.