This section outlines how to determine whether a transaction dispute should be classified as fraud, with specific questionnaires when processing Reg II transactions and Non-Reg II transactions in Pega Smart Dispute for Issuers application.
When the Check if customer suspects fraud? checkbox is selected on the Transactions search page, Smart Dispute displays the Qualify fraud claim screen and a questionnaire to help users qualify the case as fraud based on the user’s response. The responses to the questionnaire are recorded in the Interview footer tabs for the Visa and Mastercard associations.
When processing Reg II transactions in a Claim, the Qualify fraud claim screen contains the Reg II transactions questionnaire to which the user must provide responses for Reg II transactions. If the claim contains a combination of both Reg II transactions and Non-Reg II transactions, the system displays the existing Non-Reg II transactions questionnaire to which users must provide a response.
- Select the Check if customer suspects fraud? Checkbox, and select the required Reg II and non-Reg II transactions from the Transaction Summary grid and then click Create Claim.
- On the Process duplicates screen, select Yes, proceed with a new dispute option, and then click Next. The system displays the Qualify fraud claim screen.
- If the fraud claim has a combination of both Reg II and non-Reg II transactions, the user must specify the response to the Reg II transactions and Non-Reg II transactions questionnaire.
- Select the response to the dispute questionnaire and click Submit.