Step 1: Login to Freshdesk and enter Filters: Agents, Groups, Created, Status and click Apply.
Note: Created should be Last 7 days and Status of Closed
Step 2: Obtain the MID from the subject line of the ticket, if applicable.
Note: If the MID is not in the subject line, proceed to Step 3.
Step 3: Locate the transaction detail portion of the email to confirm due date and determine if POA is within the dispute time frame.
Step 4: Open the POA worksheet located in SharePoint.
Step 5: In the POA worksheet, search for the MID (highlight Column C, Ctrl + F) to ensure Column F total matches the transactions listed in the body of the email.
Step 6: Confirm the POA (attached to the Freshdesk ticket) has the receiver’s name.
Step 7: Verify readily available authorization verbiage
Step 8: Ensure POA includes the amount, start date and frequency of payments
Step 9: Confirm on POA if there are multiple payments (recurring), the TRN and DDA are included
Step 10: Verify the analyst educated the Merchant/Partner if any of the above information was missing from the POA (line items 6-10)
Step 11: In Webtools, go to the Comments to ensure the analyst entered notes.