Card Claims

Card disputes have the most variability in their recovery path assignments. We'll explain the general life of a card dispute below.

1. Authorization
   Note: Disputing pending charges is optional. Refer to your firm's configuration to know if analysts will see this assignment.
   The Authorization Review assignment generates when a pending charge was disputed and QFD finds a posted transaction that potentially matches the authorization. In this assignment, analysts will match the disputed authorization to its matching posted charge.
   Authorization Review
   
   
2. Enrichment
   Note: There are several Enrichment assignments. The Select Transaction assignment is the most common, however, it will not generate if the charge was placed on an alternate network.
   The Select Transactions assignment generates when QFD finds a potential matching transaction from the Association to the disputed charge. The purpose of this assignment is to bring rich transactional data (such as POS entry mode, authorization code, security codes, etc.) to the disputed transaction. Analysts will match the Association's transaction with the disputed charge.
   Select Transaction
   
   
3. Collaboration
   Note: The dispute will move to the Collaboration node several times throughout the claim resolution process.
   The Check for Merchant Credit assignment generates when QFD identifies a potential refund from the merchant in the Ethoca or Verifi flow or by reviewing the recent account activity. 
   Check for Merchant Credit
   
   
4. Investigation
   In the Initial Investigation assignment, analysts will determine how to handle the dispute: grant provisional credit when recovery is to be pursued, grant final credit to pay the claim, deny the dispute, or pend the dispute for a variety of reasons. For more information on pending the claim, click here.
   Initial Investigation
   
   
5. Disposition (Disposition Case)
   Note: The disposition node houses many assignments that involve the chargeback. The Disposition Case assignment is the most common because its purpose is to submit the chargeback.
   In the Disposition Case assignment, analysts will determine if recovery should be pursued. They can pursue recovery by completing the form, selecting Do Not Pursue Recovery to move the dispute to the Process Liability assignment or make a liability decision immediately, or selecting the Pend option from the Other Actions menu to pend the dispute for a variety of reasons. For more information on pending the claim, click here.
   Disposition Case
   
   
6. Disposition (Review Chargeback)
   Note: The Review Chargeback assignment generates when the chargeback form has an issue that needs to be resolved prior to submitting the chargeback.
   In the Review Chargeback assignment, analysts will correct the chargeback form.
   Review Chargeback
   
   
7. Disposition (Review Dispute Response/Representment)
   In the Review Dispute Response/Representments assignments, analysts will review the merchant's response and determine the next action.
   Review Dispute Response (Visa)
   Review Representment (Mastercard)
   
   
8. Disposition (Final Investigation)
   Note: This assignment will present to analysts when recovery cannot be pursued due to an expired regulation resolution date or otherwise does not have chargeback rights.
   In the Final Investigation assignment, analysts will determine if the claim should be paid or denied.
   Final Investigation

Ancillary Assignments

Documentation: When there is a documentation requirement on the claim, the claim will pend for 10 calendar days after enrichment, waiting on the document to be received. If the required document is not received within 10 calendar days, this node will resolve and the Review Documents assignment will not generate. The dispute will move on to the next stage in its lifecycle. In this assignment, analysts will review the document to ensure it meets the documentation requirement. 

Responses: This node houses several assignments that all function similarly to one another. In these assignments, analysts will review the message and take the appropriate action. 

Fee Maintenance: In the Refund Fee assignment, analysts will match the account fee to the associated disputed transaction. 

Fees: In the Review Fee assignment, analysts will match the account fee to the associated disputed transaction. 
Note: This assignment can be turned off. Refer to your firm's configurations to know if analysts will see this assignment.

Fraud Reporting: Analysts will be presented with an assignment involving fraud reporting when there was a failure to execute fraud reporting or in cases where fraud reporting could not be completed by QFD.

Interest: Analysts will use the calculator tool to calculate the amount of the interest fee that should be refunded should the claim be paid. This assignment will only present on interest-bearing accounts.