Usually, a transaction reversal may take up to 30 days from the original initiation date. When a case is filed within 30 days of the original transaction initiation, the CSR does initial triage to wait the case until 30 days before continuing with a check for a credit or proceeding for more research. When a case is filed 31 days after the original transaction, the system immediately looks for an offsetting credit. If a matching reversal is not found, the case is forwarded for research and final resolution.

Collect supplemental information

In the Collect supplemental information view, the customer selects I have another issue in the How can we assist you today? drop-down list. The customer is asked a series of questions to aid in resolving the error.

In the Customer interview view, when the customer selects I initiated a transfer, the other party never received it & I didn't receive a credit in the Which of these best describes your issue? drop-down list. On submission, the system looks for a possible credit to offset the disputed transaction. A list of possible credited transactions is displayed in the Credited transaction list table.

The following figure shows the list of credited transactions in the Credited transaction list table.

If a credit for the transaction has been found, then the case is resolved as Resolved-CreditFound. If no credit is found, then the case is routed from the CSR worklist to a Zelle_Research workbasket for additional review and resolution.