Question
Canadian Tire Corporation Ltd
Canadian Tire Corporation Ltd
CA
Canadian Tire Corporation Ltd
Posted: Mar 10, 2022
Last activity: Mar 14, 2022
Last activity: 14 Mar 2022 10:10 EDT
Closed
Solved
Pega Smart Disputes: Cancel D- Case that is at Answer Ancillary Question Assignment
When processing a dispute and a user is at the Choose Reason Code/Answer Ancillary Question screen/assignment, is there an action that can be taken to cancel/close the case without using Process Liability or advancing the case to the next assignment.
This scenario would happen when a user, while discussing the dispute with the card holder, determines that dispute is no longer needed.
***Edited by Moderator Marissa to add Capability tags***
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Accepted Solution
Posted: 2 years ago
Updated: 2 years ago
Updated: 14 Mar 2022 10:10 EDT
GoldmanSachs
GoldmanSachs
IN
Hi Jamie,
At the qualify stage there is an option to talk off to close the case. However once it passes the qualify stage there has to be an action to record the outcome which is process liability or any other action.
If the case is decided as no longer needed it can be resolved as cardholder liable.
Regards,
Rakesh