Customer Documentation
- Nick Facca
- Devan Robertson
When documentation is collected from the account holder, the process is facilitated in the Supporting Documentation step of the Enhance stage. Depending on the configuration, this process may begin in the Collect stage when document requirements are communicated during the intake interview.
When this flow is executed, the system first checks the chargeback dependencies associated with the default recovery option to determine if there are any required documents (for more information on dependencies review applicable Recovery Strategies). If there are required documents, the system will then check to see if they have been provided. This is done by evaluating attachments to see if there are any with the "Supporting Documentation" attachment category. If at least one document with this category is found, the system determines that no response is needed and the flow is skipped. If required documents are missing, the system will then evaluate the Pend for Customer Response configuration to determine if provisional credit should be delayed while documents are awaited. If so the provisional credit flow is pended accordingly.Â
Autopay
When Autopay is applied during the initial interaction, document requirements are not enforced.
While documents are awaited the Pending Documents assignment is displayed in the Supporting Documentation step and clock icon is displayed next to the step in the case roll up. This assignment prompts the user to resume the flow when documents have been received and prompts them to attached the provided documents. Alternatively, a user may override this by selecting Other Actions > Proceed Without Docs. This will skip the rest of the flow and, if previously delayed, allow the provisional credit flow to be executed. While waiting for documents, the system will periodically reevaluate the dependencies to see if they have since been met. If not it will evaluate the deadline to determine if it should continue to wait or resume without a response.
Attachment Category Always use the "Supporting Documents" attachment category when attaching required documents Visa Document Type For Visa claims, users will be required to select from a list of document types supported by the association. This value will be included when the document is sent to Visa.
When documents are received, the system will record the action and then check chargeback dependencies again. If the dependencies are now satisfied, the flow is exited. If the dependencies cannot be satisfied by the system, which is typically the case with documents, a Review Documents assignment is created, which prompts a user to view the documents and determine if they satisfy the requirement(s). Alternatively, a user may override this by selecting Other Actions > Proceed Without Docs.