Review Inbound Pre Arb Assignment
Description | |
SLA | Deadline: Inbound Pre-arbitration Received + 25 days Deadline: Inbound Pre-arbitration Received + 30 days; Activity: Response Deadline Reached |
Assignment Group | Later Lifecycle |
Overview
The Review Inbound Pre-Arb assignment prompts the user to review merchant documents then determine the next step for the dispute: accept all or partial liability or initiate arbitration. Users will need to know when to initiate arbitration, what information they are looking for in merchant documents, and how to notate this assignment. Additionally, advise the learner group of whether or not they should send the Representment Communication to the account holder and explain when users will need to send merchant documents to the account holder.
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How-To
Step 1: Review the merchant documentation in the Attachments section in the Case Assets.
Step 2: Click the Review Inbound PreArb button
Step 3A: To accept full liability, select Accept under Issuer Action
Step 3B: To accept partial liability, select Accept Partial under Issuer Action
Step 3C: To pursue pre-arbitration, select Decline under Issuer Action
Step 3D: To send the merchant documents to the account holder, click the Cancel button
Step 4: Click the Apply button
Step 5: Click the Process Actions button
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Other Actions
The Other Actions menu offers additional actions and information that allows the user to effectively work the task.Â
Pend
This button allows the user to apply a wait status to all disputes with the Review Inbound PreArb. The user may want to apply the wait status for a variety of reasons, including requesting information or documents from the account holder or needing to pause the assignments to complete an internal investigation. In the Review Inbound PreArb assignment, users may need to use the Pend function to reach out to the account holder and have them review the merchant documents. Review step 3D above for instructions.Â
Accept with Partial Merchant Credit
This action allows the user to accept partial liability and deny the remaining disputed amount due to merchant credit. The amount that's accepted will be written-off and the rest of the dispute will be denied due to a refund.Â
Accept Acquirer Response
This action is a shortcut allowing the user to quickly apply a write-off or deny decision to the dispute.
Mark Assignment As Unworkable
Assignments that cannot be worked due to a technical issue can be marked as unworkable. This action will move the unworkable task to the Unworkable Assignment Group where leadership can review the scenario and take steps to resolve it. Technical errors that require the task to be marked as unworkable include QFD not reflecting correct data or when a user takes an action on the task, the action does not process and the assignment loops or is stuck.Â
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Bulk Actions
Bulk Actions enable users to apply action to multiple disputes at once, saving the user time.Â
Bulk Take Action
This button is available when there are multiple disputes present in the selected node. The bulk action applied will impact only the disputes on the page you're currently viewing if there are multiple pages due to the number of disputed transactions.Â
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