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Claim processing

Updated on June 14, 2023

Pega Smart Dispute for Issuers streamlines the dispute management process and ensures that Issuers handle transactions subject to Reg II appropriately. The system presents a new questionnaire on the Qualify dispute screen if all disputes under a claim are Reg II transactions and does not display any existing scheme-specific questionnaires.

The following are the mandatory questions for Reg II eligible transactions cases on the Qualify dispute screen:

  • Do you believe fraud has occurred on your account?
  • Is there a problem with the way the transaction was processed?
  • Describe the issue in detail

If the claim has both Reg II transactions and Non-Reg II transactions, the system displays the Reg II specific questionnaire for Reg II transactions and the existing scheme-specific questionnaire for Non-Reg II transactions.

Dispute questionnaire

For CSR operators, if a claim has at least one Reg II transaction, the system does not display the Copy Questionnaire option on the Qualify dispute screen. If the claim comprises of Non-Reg II transaction disputes, the system displays the Copy Questionnaire option.

The transaction details grid on the Qualify dispute screen includes the Subject to Reg II column with Yes or No values indicating whether the issuer network and the processed network are different for the transaction. The Subject to Reg II column is visible to both the CSR operator and Back Office operator for reviewing the dispute.

After you select response to the questionnaire and submit the claim, the system displays the responses in the footer under the Interview tab. This helps to ensure that all relevant information is available for review during dispute processing.

Bulk processing of transactions subject to Reg II

Pega Smart Dispute for Issuers supports bulk processing capabilities for Reg II and enables the processing of multiple transactions subject to Reg II simultaneously on the existing Qualify dispute screen.

If a claim contains only Reg II transactions, you can provide responses to the new Reg II specific questions on the Qualify dispute screen for Back Office bulk processing.

Similarly, if a claim contains only Non-Reg II transactions, you can respond to the existing questionnaire. However, this Qualify dispute screen change applies to non-fraud cases.

  1. When the dispute case is under the claim and waiting in Qualify dispute screen, select the Subject to Reg II transaction checkboxes and click Qualify dispute from the Actions menu.
  2. Select the response to the Dispute questionnaire and click Submit.

If an operator attempts to process both Reg II and Non-Reg II transactions in bulk, the system displays an error message Please select a combination of only either Reg II or Non-Reg II transactions when more than one disputes are selected for bulk processing as the application does not support bulk processing of Reg II and Non-Reg II transactions.

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