Prefabs/Common Questions
The status code in CCS shows 08 (closed) but the following case statuses appear in Visa for Claim# 0411111111111111 as: Accepted by Acquirer; Fraud Dispute Delivered 100.00% Acq Liability; Fraud Dispute Pre Arb declined
What is Action Taken Allocation Pre Arb 10.4 and Queue Action Taken?
What database tells you the additional household members?
What is CCS and CA?
Address listed in merchant documents doesn't match CCS, what system(s) do you use to verify previous address?
Check CA for additional addresses or address change; check EIV (if applicable) for possible old address
In Visa, what two ways are you able to locate a token id on a transaction?
You can locate the token id via token column in Visa when searching via card# or you can search via "transaction inquiry" in Visa.
Remember: When finality letter already sent to customer, PC is never reversed. Proceed with recovery or take transaction to loss as applicable
Recovery reasonable investigation - Allocation (pre-arbitration response)
Article no. 66959
Accept in full and close in Visa due to full merchant credit; status code in CCS now shows 08(closed), what prefabs do you use?
Action Taken 10.4 Pre Arb and Queue Action Taken
"final credit letter" issued; claim status closed(08); 2 cases in "Fraud Dispute Pre Arb Received". documents show compelling evidence, what action do you take?
Accept in full and close in Visa; set follow up date for 3 to 5 calendar days and use "IM Set By Advisory Event" to pend claim to allow TRANE to update to take action(s) to loss
Ways to identify token id for one or more transactions
What is Transaction Inquiry (TI) or What is Visa?
In CATT tool, you are assigned to work 3 cases but there are 4 other cases in the claim that shows "Fraud Dispute Pre Arb Received" in Visa, what prefab do you use?
What is Preliminary Reasonable Investigation Completed; Awaiting 3rd party response?
Recovery compelling evidence
Article no. 66960
Working via GETNEXT - 3 transactions in claim; 2 in "pre arb received" but the other transaction doesn't appear in Visa nor shows any action in CCS, what prefabs do you use?
What is "Preliminary Reasonable Investigation Completed; Awaiting 3rd party response, Action Taken 10.4 and Queue Action Taken"
"pc finalized letter" sent to cardholder by BOT and claim status shows (08) closed but there are VROL cases in "pre arb received", what action do you take?
proceed as normal with investigation; if compelling; accept in full and close; if non compelling - decline pre arb
In this system you can view the auth code to compare credit transactions to debit transactions.
What is Visa (VROL)?
You pull a case from the CATT tool and you notice it doesn't have a claim#, just the ROL Case#, how do you locate the claim# if a token id is attached in Visa?
Paste ROL Case# in Visa via "quick search"; copy token id in TI (Transaction Inquiry) or Visa (Transaction Inquiry); locate transaction in claim and copy card# into CCS
If merchant accepts financial liability for disputed transaction, merchant must credit Visa member for last amount received through VisaNet within 30 calendar days of pre-arbitration attempt
Visa Claims Resolution (VCR) VROL pre-arbitration and arbitration
Article no. 39289
How do you identify the movement or current assignment of a queue in CCS?
What is System - Activity?
In CCS, how do you research specific keywords to assist in working a claim?
Use Ctrl + F to locate keywords
What is EIV?
Enterprise Image Viewer (EIV)
There's only one transaction in claim and partial credit has been identified in CA and is associated with the transaction. What steps you take in CCS and Visa?
1. Apply partial credit in Visa entering the amount of the credit
2. Reverse partial credit in CCS
3. Use Reasonable prefab to send claim to force closure
Recovery reasonable investigation - Allocation (pre-arbitration response)
Article no. 66959
If there are 6 transactions in "pre arb received" and you identify 1 partial credit, what steps would you take?
verify the credit in CA or Visa; apply partial in Visa once verified; continue investigation and use appropriate prefabs
Where in CCS can you locate a ROL Case# for a transaction?
What is the manila folder (yellow folder)?
What system do you use to verify owner of a business?
What is CA (Customer Assist)?
You pull a claim via GetNext that contains over 20 transactions. What is the best way to narrow your search in Visa?
Search Visa using card# via quick search and then search member case status using claim# and then use keyword "received" in case status to focus on transactions that are in "Pre Arb Received"
Prefab notes are standardized comments used to notate customer accounts with actions taken to:
Clear specific claim Event; Explain actions taken on claim; Route and prioritize claim to another work queue where actions needed to finalize claim processed by different work group (e.g. approvals, rejects, reassertion)
What is Claims prefab notes
Article no. 37437