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<< Click to Display Table of Contents >> Edit Case |
  
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<< Click to Display Table of Contents >> Edit Case |
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The Edit case screen opens on the Case History tab. It provides all the functionality to manage a dispute case through its life to resolution.
Initial Case information
The top left section shows the downloaded customer information. Should it need to be edited, the Edit Customer button will provide for a detailed screen to change the customer information.
Three account flags as queried from the host system indicate the respective condition of the account.
New Account |
The account qualifies for the special RegE treatment afforded to newly opened accounts. A new account is considered an account whose's oldest transactions is within 30 days of the dispute date. |
Hold Mail |
This flag indicates that no correspondence should be send to the account. |
Foreign Address |
This flag indicates that the customer has a foreign address.
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Business |
This is an indicator that the account is a business account |
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Debit Card |
The Debit Card number can be added to the case |
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CAMS Flagged & Date |
This can be imported or manually added to a case to indicate the card associated with the case has shown up on a CAMS report |
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EMV |
This flag was added to identify cases that are using an EMV card type. At this point, this is a manual flag, but we will attempt to find the information on the core system and add it into a future release be automatically set. However, marking cases with EMV card manually will allow for the creation of reports based upon this flag. |
The Notice Date, Open Date, Next Due Date and Deadline date where established when the case was created. If necessary, they can be edited. CAMS Flagged Date and EMV information can be added to the case
Disputed transactions
The Dispute Detail grid shows the transactions that were originally setup as disputed items when the case was established. Additional transactions can be added through editing in the grid. To add, edit, delete or search a transaction from the grid is available by right clicking on the Dispute grid to access the popup menu.
The popup menu provides the ability to Add, Edit or Delete a Transaction, Calculate Customer Liability, Use Autofill if needed, Expanded View, Search Transactions and Find/Add Merchant.
In one of the previous version, the Auto-Fill option of the Dispute panel was changed from the Default Selected to Unselected. This changed the behavior of the grid when selecting multiple disputes and needing to assign the Merchant manually. The Auto-Fill, when selected, will automatically repeat the entry of the prior row for a given cell on the active row.
When working with one to multiple transactions, the Expanded View provides a larger look at the transactions and provides the same functionality plus more when working a case. (see below)
The program was revised to now remember any changes the user makes and restore the default option to the last selected on program startup.
It was suggested to us that for cases with large amounts of disputes, it would be helpful to show the amount of supplied credit. The information was added as "Cur. Credits=xxxxx".
Expanded View - as explained earlier is available by right clicking on the grid and selecting Expanded View. This is often used for reviewing the details with multiple disputes.
The Expanded View also provides an option to copy any selected cells of the grid to the clipboard for pasting in letters or other documents. Using the Range Select mode (lower right corner) option allows you to select multiple cells to copy
Case Management
A case is managed through the use of pre-defined events. See RegE Setup / Event for details on configuring the various events.
The Add Event button will display the list of pre-configured events.
The events shown are only examples. Selecting one of the events will fill in the event detail on the screen with the pre-configured information of the event. If the event is a (Manual) or Refund transaction event, the user may be required to enter the transaction amount into the grid.
The pre-configured event description is typically only an initial description. Additional information can be added. The Next Action date is a parameter that can be optionally used as a reminder when the case should be given attention again. It is displayed on the main cases grid. Since the grid can be sorted on that column, all cases can be sorted based upon the Next Action date.
Events can have transactions and form letters associated with the event. See RegE Setup / Transactions and RegE Setup / Form Letters for more detail.
As part of an event, a Reminder can be set to have the user be alerted on the Rem. Date that additional action needs to be taken. These reminders are case specific and the user is alerted to reminders due that day when entering the case.
If the event was configured with a Form Letter, its description is shown. When the event is saved, the form letter will be launched.The form letter is a MS Word document that is supplied from an Excel spreadsheet file. This Excel spreadsheet is populated by the program with the various case detail information.
If the event was configured as an NSF event, the claimed NSF amount can be recorded. All NSF events will be collected into a report for a given date range.
Each event will be dated with the current date when added to the case and identified by the user who added the event.
The Delete Event button provides the ability to delete a previously saved event. Transaction events that have been posted cannot be deleted. Unposted transaction events are allowed to be deleted and the associated pending transactions are also deleted.
Case Category / Case Status
An assigned Case Category is required in order to close a case. This is used in various reports to summarize historical cases.
Events can be configured to automatically affect the Case Status. However, the user can always manipulate the case status on any event. If no case status was configured for an event, the prior event status is automatically carried forward.