The system is pre-configured to request documents from the claimant in certain scenarios defined below. When the conditions for a document requirement are met, the following page will be displayed before the Summary page, during intake. If the documentation is available, it can be attached to the case directly on this page. If the requested document is not attached, a request will be included in the confirmation disclosure and the confirmation letter that is generated when the claim is submitted.
Visa Document Requirements
Dispute Category | Claim Reason | Required Document | Additional Criteria |
|---|---|---|---|
Fraud | Fraud Application | Statement of Fraud Application | ClaimReason = FraudApp |
Processing Error | Paid by Other Means | Proof of Payment | Required when the other form of payment is not a card issued by the same issuer as the transaction being disputed. |
Consumer Dispute | Merchandise/Services Not Received | Statement of Dispute | 3 or more Merchandise/Services Not Received disputes on same account, at same merchant, within a 30-day period |
Consumer Dispute | Credit Not Processed | Copy of Credit Transaction Receipt or Voided Transaction Receipt | A Credit Transaction Receipt or Voided Transaction Receipt was issued. |
Consumer Dispute | ATM Withdrawal | Statement of Dispute | 3 or more ATM disputes on same account, at same ATM, within a 30-day period (does not apply to proprietary ATM transactions) |
Optional Document Requirement Configurations
| Rule | Description |
|---|---|
| Document Requirements Pre-Conditions | Enable or disable all document requirements. |
| Pend PC for Documents | Determine if and how long provisional credit should be delayed while waiting for documents. |
| DetermineRequiredDocsExtension | Extend core document requirements by adding new conditions to enable/disable specific requirements. |
| Required vs. Requested | Use softer "requested" verbiage instead of "required". |