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The Regulation E Management System manages the various customer dispute types. Separation of these disputes types is customizable with a typical example including:

Debit Cards (Fraud & Non Fraud)        - Disputes originating from a Debit Transaction

ATM (On Us & Not On Us)        - Disputes originating from an ATM Transaction, whether it be from our ATM network or other than our own ATM network

ATM Deposits        - Optional module to separate ATM Deposits from ATM Withdrawals

ACH                - Disputes originating from ACH Transactions

Foreign Wire        - Disputes originating from a Consumer Foreign Wire Transfer (new to Regulation E Oct. 2013)

Pending                - Optional module to enter cases that cannot yet be processed

 

Case Types are customized by the user.

The main design of the system will be centered around a disputed case for each customer dispute and within the case, chronological events that track the resolution of the dispute. A case is based upon chronological events that may occur during the lifetime of a case. Case events are user defined. As part of the event definition, certain system actions, such as the generation of G/L entries or printing of reports, can be associated with an event.

 

The opening tab of each dispute category lists the current inventory of active cases, and a collection of summary information for quick review.  All dispute categories operate in the same way, but are separated by case type for grouping purposes.

 

 

 

The default sort order for the cases is based upon the System Parameter selection.  The Grid is sortable on any column. A small triangle will appear in the column header to show how the data is sorted, in ascending or descending order. To see the customer in alphabetical order, click on the Name column heading to sort the grid.

 

Search

Search Type / Search

The Search Type and Search text box function allows the user to perform a filtering search on selected choice to quickly locate a particular case. The default selection is the Case ID. Available Search selections are Case ID, Name, Account, Debit Card No, Status, User, Dispute Identifier, Merchant and CIF#.

The selection of search type "Debit Card No" will trigger the redisplay of the inventory grid with the Account column switched to display the Debit Card No.

The search type "Dispute Identifier" will search inside all disputes inside each case on the Identifier field of each dispute.

The search type "Merchant" will search inside all cases and all disputed transactions to find the merchant.

 

To return back to the full listing, clear the search string.

Case Selection

The Selection choice controls the amount of cases displayed in the grid. The default display is to show only active cases. To view closed and deleted cases, switch the selection to All. The Effective Date box will appear, type in the starting date of your search criteria.  

 

Active Filter

 

The FILTER button will open the Cases Filter Selection box.  Within the box you can select to filter viewable cases by a Dedicated user, Case Status or by Customer Type.  Single or multiple options are available.  After selecting a specified filter the Active Filter will change to show what was chosen in red. When multiple options are selected they will be listed with a - in between.

 

 

Upon exiting the inventory screen the filter will revert back to no filter.

 

In a multi-user environment, information displayed in the grid could be altered by other users. If it is desired to obtain up-to-date information, the Refresh button will reload the information in the grid. Edit a case will automatically refresh the case with the latest information in the database.

 

Grid coloring

The grid will highlight cases that are on or past their due date in red. Cases with at least one disputed transaction that is pre-authorized will appear in blue.  Cases that are still open passed their closed date but have all checklist items satisfied will appear in green.  Cases in bold black are currently locked and were left open when the software shut down pre-maturely.  (These cases can be re-opened by selecting the case and using your right mouse click, select unlock case.  Closed and Inactive cases, if selected to be displayed, are shown with a grey background.

 

Case Locking

To prevent conflicts in a multi-user environment, a case is locked when a user enters it for edit and unlock when exited. A locked case is indicated in black, bold font. If another user attempts to enter the same case, an error message will be displayed and the second user is prevented from also working the case.

 

 

 

 

Case Management

To initiate a new case, select the Add New Case button, which will display the Add New Case data entry screen. See Add New Case for more detail.

 

To work with and edit the information on a existing case, select a particular case in the grid and click the Edit Case button. Double-clicking a case also performs the Edit Case function. See Edit Case for more detail.

 

To delete a case, select the case in the grid and click the Delete Case button. Deleting the case only marks it as inactive, it can still be viewed and accessed with the Selection / All option. When a case is deleted, an information dialog screen, as shown below, is displayed giving the user another chance to change their mind.

 

Case History

 

The Case History feature provides access to the Case History report, listing the chronological events for the currently selected case in the grid.The report can be produced in one of three ways.

 

Preview - This selection will display the Case History report, for the selected case, on the screen. The report can still be printed from inside the preview screen if desired.

 

Print - This selection will print the Case History report, for the selected case, to the chosen printer.

 

Email - This selection will create a PDF version of the report and launch MS Outlook with the PDF report as an attachment to a new email.

 

An example of the Case History report is shown below:

 

 

 

Transfer Case to Different Case Type

If a case was accidentally setup under the wrong case type, it can be transferred to the correct case tab. Right click on the case inventory grid to access the popup menu.

 

 

The selection will provide access to a dialog to select the target case type for the selected case to be transferred to.

 

 

 

Search across all case types

 

To facilitate locating a case when the case type is unknown, an option was created that will allow for searching across all established case types.

 

 

 

An option was added to the right-click menu on the inventory grid.  This will bring up a new dialog that provides for the searching functionality.  The search is performed as a wild card search (any matching continuous characters in the search        selection) but will not start until at least 3 characters have been provided.  This is to reduce the amount of cases found when typing the initial search string.  The search can be performed across all cases by switching the selection option        between "Active only" and "All".

 

If a case is selected, the dialog will exit and switch to the inventory tab of the selected case with the case being highlighted as the selected case.

 

 

 

Reminders

 

The Reminder functions provide access to the reminders that were added during the case management or manually entered as a general reminder.

 

Add Reminder

The Add Reminder function is used to create a general reminder which will not be tied to any case.

 

 

Enter the date the reminder is suppose to activate and a description of the reminder.

 

View Reminder

As the user enters the Regulation E module, a check of Due Now reminders is performed and a message is displayed if the dates on the reminders are equal to today's date or older.  The Due Now reminder check only appears when you first enter the Regulation E module after entering through the log in screen.  

 

 

The user can elect to view the Due Now reminders by selecting Yes or to continue without viewing by selecting No. At any time, the user can view the reminders by selecting the View Reminders button.  If the user selects Yes, the Reminders screen will be displayed.

 

 

By default, only the Due Now reminders will be displayed but all Due Now and Pending reminders can be displayed by selecting the All radio button in the Selection box in the upper right hand corner of the screen.

 

Dismiss All / Dismiss Selected

To turn a reminder off, select the reminder in the grid and choose Dismiss Selected. The system will display an information message dialog box giving you another chance to change your mind.

 

 

If a reminder has not been dismissed, the Due Now reminder message will continue to alert the user, upon entering the RegE module, of this reminder.

 

If the ALL radio button is selected, the user can dismiss all reminders by selecting the Dismiss All button.  The system will display an information message dialog box giving you another chance to change your mind.

 

 

The user has the ability to snooze the reminder by entering the number of days to snooze, the system will enter the resulting date in the Snooze To Date field as shown below.  If this date is in the future, the system will change the reminder status to Pending in the reminder box on the Case Detail screen.

 

 

Emailing Reminders

 

Through the use of the RegE Controller program, reminders can be automatically emailed to the originator of the reminder on the due date. This option is configured under the RegE Setup on the Case Types tab.