Requested Document

Overview

Some dispute and fraud reasons include a document requirement during the intake process. These documents are necessary for recovery.

Paid by Other Means | I was charged more than once

The account holder is requested to submit proof of payment by other means if the answer to the following questions is no:

Is the valid transaction on this same account?
Is the other transaction on a <Name> card?

Credit Not Received | I canceled or returned the merchandise or service and have not received the expected credit

The account holder is requested to submit proof credit is due when the question "Were you provided a credit voucher, voided transaction receipt or refund acknowledgment?" is answered with "Yes."

Fraudulent Application | I did not apply for this account

The claimant is requested to return a Statement of Fraud Application

Additionally, there are configurations that will require documents on all dispute or fraud claims:

Statement of Dispute
Statement of Fraud

How-To

Step 1: Access the Requested Document screen

Create any or all claims from the list above. After completing the Additional Questions questionnaire, you'll land on this screen.

Step 2: Explain the Documentation Requested section

Explain why and when we see this screen.

Why? Some fraud and dispute reasons require documents for the Issuer to pursue recovery. We want to advise the account holder as early as possible to give them adequate time to return the forms.
When? The claim reasons and configurations are outlined above.

Users should read, "Based on the details you provided and to assist with the investigation of your claim, we're requesting the following document. We'll send you instructions and any necessary forms." to the account holder and then advise of the requested document.

Step 3: Review the Document List

Define the requested documents so learners know what documents are acceptable.

Click here to expand...

Proof of payment
The account holder can submit a receipt, bank statement, or screenshot showing proof that they paid for the transaction using a different method.
Credit Transaction Receipt or Voided Transaction Receipt
The account holder can submit a receipt, invoice, or other document from the merchant confirming the account holder is owed a refund.
Statement of Fraud Application
The claimant will receive this form along with the confirmation letter and is requested to complete and return the form.
Statement of Dispute
The account holder will receive this form along with the confirmation letter and is requested to complete and return the form.
Statement of Fraud
The account holder will receive this form along with the confirmation letter and is requested to complete and return the form.

Document Upload

The document does not need to be uploaded now. The user can click the Continue button to move forward without uploading the document. If the account holder's contact method is set to email, they will receive the confirmation letter via email. The account holder can respond via email with the requested document attached. Advise the learners on the other submission methods (in a branch, address for letters, fax, etc.). The confirmation letter will request the document to be completed and returned within the next 10 business days, so for consistency advise learners to give this deadline, as well.

If the user has the document on their computer, they can click the Attach new button to upload the file to the case.

Click the Select file(s) button then select the file from the browser. Update the Name, Category, and Visibility if needed. Reference the Upload a new file section for more information.

Click the Attach button then the Continue button to move forward.