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Zelle fraud case workflow for when customers did not receive merchandise or service

Updated on June 20, 2022

Review the workflow of the Did Not Receive Merchandise (DNR) process in Zelle case type. The process describes the process to use when customers indicate that they might be the victim of a scam involving a promise of merchandise or service in exchange for funds, but never received what was promised. Because Zelle is not a transaction to purchase an item, Pega Smart Dispute for Issuer treats this scenario as a case of potential scamming or fraud.

Pega Smart Dispute for Issuers
  1. In the Collect supplemental information view, if customer selects I think I am the victim of fraud or scam in the How can we assist you today? drop-down list, the customer receive a prompt to describe the issue in more detail, and then clicks Submit to proceed to the customer interview.
  2. On submission, the case automatically moves customers to the Customer interview view. Customers answer a series of questions that are extensible based on bank policy to identify possible fraud and determine the next action.
  3. When the customer selects I sent money to someone for a purchase and didn't receive the merchandise in the Which of these best describes your issue? drop-down list, the case proceeds with the Did Not Receive Merchandise scenario. The customer receives a series of questions that describes the case.
  4. If the customer responds with No to the Did you attempt to resolve this with the receiver of the funds? question, the CSR advises the customer to attempt to work with the receiver of the funds and that case has a status of Resolved-No Action. If the customer responds with Yes, then the customer specifies the expected date to receive funds, selects whether the issue is with merchandise or for a service, and enters the email of the party to whom funds were sent.
    The following figure shows an example of the Customer interview view.
    Customer Interview
    The Customer interview landing page on which the customer indicates that they did not receive merchandise process and specifies whether they attempted to work with the receiver to resolve the case.
  5. The customer is then asked whether shipping or tracking information is available. If the response is No, because the customer cannot provide any additional proof of sale, the customer is advised by the CSR that bank cannot proceed without shipping or tracking information to investigate the claim. The CSR move the case status toResolved-No Action.
  6. If the response is Yes, then the customer enters the shipping or tracking information, and the case is submitted and routed to the Zelle_Scam workbasket for additional review.
    The following figure shows an example of the Customer interview view.
    Customer Interview
    Customers specify whether the funds were sent to merchandise or a service, and then enter the shipping or tracking information.
  7. The assignment in the back office is shipped a service-level-agreement of 10 business days during which customers can modify the request. After the 10 business days, the appropriate fraud investigative personnel might act further on the assignment based on the response that the investigator provides to the Did the receiver respond and agree to rectify the issue? question
  8. On the Capture resolution details view, if the fraud investigator or appropriate personnel selects The receiver did not respond as a response to the question, the following resolution options are displayed:
    Courtesy Write-off
    The customer receives a courtesy write-off (Resolved-Courtesy Write-off).
    Sender liable
    The customer or initiating sender is deemed liable (Resolve-Sender Liable).
    Organizations can modify or extend resolution options based on the policy of the bank.
    The following figure shows an example of the Capture resolution details view.

    Capture resolution details
    If fraud investigators indicate that the receiver did not respond, the Courtesy Write-off and Sender liable options are displayed.

  9. In the Capture resolution details view, if the fraud investigator or appropriate personnel selects The receiver refused to take any action as a response to the question, the following resolution options are displayed:
    Courtesy Write-off
    The customer receives a courtesy write-off (Resolved-Courtesy Write-off).
    Sender liable
    The customer or initiating sender is deemed liable (Resolve-Sender Liable).
  10. On the Capture resolution details step, if the fraud investigator or appropriate personnel selects The receiver agreed to rectify the issue, the following actions to which the receiver has agreed are available:
    • Recipient refunds the sender through Zelle (Resolved-Refunded).
    • Recipient delivers merchandise or service to the customer (Resolved-Corrected).

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