INVESTIGATION STEPS
This step requires reviewing 6–12 months of fraud history for repeat disputes.
Prior Claims & Statements
This tab is used to add investigation steps.
Research tab
These cases are worked by a special team when a customer disagrees with a decision.
Reassertions
This tool is used to confirm phone number ownership for Card Not Received claims.
Lexis Nexis
True or False: If it isn’t notated, it didn’t happen.
True
This step includes checking OnBase and PEGA for uploaded documents.
Document Review
This template must be inserted into every case.
Investigation Summary
New investigators will work cases under this dollar amount.
Under $1,000
Who do you send Lexis Nexis requests to?
Your Team Lead (TL)
True or False: Statements of Fraud are used in PEGA.
False
Google Maps, ANI, and Auth Lookup are used in this step.
Additional Research
This must be processed for the case to move forward.
Action
New investigators will not have these rights at first.
Chargeback rights
When intake information is missing, you may request this.
Call review
A customer challenges your denial. What happens next?
Special team reviews (Reassertions team)
This step requires documenting call attempts to the merchant.
Merchant Contact
This PEGA action approves a claim.
Write-Off
If evidence links the CH to the transaction, the claim should be this.
Denied
This must be included when requesting a call review.
Account number
(acceptable answers: CH name, date, time, agent, phone, reason)
This is the FIRST thing you should review in a case.
Case notes / Intake notes
This step determines whether the claim is Write-Off, Deny, or Pending.
Decisioning
This PEGA action denies a claim.
Deny Dispute
If no evidence links the CH, the claim should be this.
Accepted / Write-Off
This should always be attached to PEGA when doing Additional Research.
Screenshots
This generates the customer letter.
Processing the decision in PEGA