Selecting an account and zelle transaction

Capture details for a Zelle case type by entering the demand deposit account number (DDA). The Zelle child case is created for the specific transaction that customers dispute, and Pega Disputes and Payments Exceptions for Issuers routes the selected transaction to the Zelle Payment Exception Recovery case type. The questions that are presented to customers to gather supplemental information are displayed at the parent claim level.

Collect supplemental information

In the Collect supplemental information view, a list of possible dispute options is displayed based on the response. The initial question that customers can respond to is How can we assist you today?

If customers select I think I am the victim of fraud or a scam, the following options are displayed on the Customer interview step to describe the issue:

• I didn't authorize the transaction
• I received what I paid for, but it was not as described/expected
• I sent money to someone for a purchase and didn't receive the merchandise

  

  

If the response at the parent is I have another issue, the following options are displayed on the Customer interview step so that customers can further describe the issue. The cases are then routed to specific work baskets for more actions as necessary:

• I initiated a transfer, the other party never received it & I didn't receive a credit
• I was debited more than once/I have a duplicate transaction on my statement
• I accidentally sent money to the wrong person