ZenDesk Macros
Declines
Name that..
Processes
Resources
100
Used to inform the health plan of the outcome to a fraud report.
Sus Fraud - Investigation Results
100
Address Verification Failed
Decline - Invalid ZIP Code
100
Plan - These 3 plans follow the same processing timeline for suspected fraud.
Doctors, Leon, Humana/CarePlus
100
If more than 48 hours, send the template stating the card was automatically placed on hold due to an eligibility issue on the latest file.
Hold for Activation Process
100
Houses the assigned leaders for each health plan currently with NationsBenefits.
Account Management 2026 POD Structure_06102026
200
Cards in suspended status that have a future start date
Card - Future Start Date
200
Response Code E019
Suspected Fraud
200
Plan - On 08/24/2026 a participating retailers sheet was announced for this plan.
Alignment Health Plan
200
If the decline occurred before August 21, it was impacted by a system error that incorrectly returned a decline.
Inactive Card Declines
200
Tracks all money movement completed by the Escalations Team
Escalations Balance Adjustment Tracker
300
Requests to add specific items to be eligible for purchase.
APL Requests
300
Insufficient purse funds, partial auth not allowed
Decline - Merchant Does not allow Partial Balance Approval
300
System - I can order things to be shipped directly to my home.
Storefront/ Online Member Portal
300
24th or later: Set the expiration date to the last day of the following month (e.g., Aug. 24 → Sept. 30).
Flex Card Rollover Process
300
Houses the Master Igloo Decline Key
Escalations - Card Related Issues
400
Cards with the same 16 digit card number but are declining due to the incorrect expiration date.
Declines - Damaged Cards
400
Fraud Validation Failed
Duplicate Transaction, High Frequency, and other fraud rule failures
400
Plan - Members are eligible for both Medicaid and Medicare benefits and will typically be funded for both under 2 different member ids
El Paso
400
If the member already placed an order this month and still shows a $100 balance, that's another sign the credit has hit.
Validating Mail Order Loads
400
I house all of the information needed to assist you with your ticket.
OneNote - Nations Escalations Workbook
500
Plan is reporting that a member went into a store and experienced a decline for Insufficient Funds when it should have been approved. Your review shows the member utilized all of their funds prior to their reported instore attempt.
Avail. Balance vs. Transaction History
500
Declined due to items being listed as barcodes/categorization
500
System - This system(s) provides me with the Igloo response codes for both Declines and Approvals.
DataBricks
500
On the dropdown options, click on Nations Store then click on Self Attestation.
Validating Rewards
500
I house the MaxValue and MaxLoad amounts on an account
Swagger