MANAGMENT OF DISPUTE TICKETS

1. Agents handling Dispute, Dispute-MVR and Dispute-Criminal Tickets (henceforth Dispute Tickets) should take the following steps to ensure appropriate ticket management in FreshDesk.

   1. Dispute tickets must elicit a prompt response to the applicant. This response should be provided within 9 business hours after the assignment of the ticket.

   2. Dispute tickets are to be registered in the following spread sheet under the Disputestab at least for 5 years:  https://docs.google.com/spreadsheets/d/1Fhz23lvai3pM06Oe9OwS5ex_QZ3hxZjiLKHhqXLN6gw/edit#gid=193558185

   3. Once the dispute is registered in the spreadsheet and before responding to the applicant, the agent must fill out all the fields of the FD ticket.

      1. NOTE: Don’t forget to include the name in the corresponding field. 

   4. After initial response, tickets must be assigned a Follow-up date within the FreshDesk ticket fields (within 30 calendar days after the creation of the ticket).

   5. After setting a Follow-up date agents should set the ticket to the Closed status in FreshDesk.

   6. Agents must make sure that they have assigned the ticket to themselves before closing the ticket.

2. Agents investigating disputes should diligently work through the closed tickets according to their follow-up dates:

   1. Searching manually for closed tickets with ticket types related to disputes and ordering them in ascending order by follow-up date.

   2. All tickets undergoing reinvestigation should be opened by and assigned to the reinvestigating agent.

   3. Upon completion of the reinvestigation, agents must provide information and results to Jimena Mendez for her review:

      1. If the information is complete, Jimena will reply to the applicant and cc the agent in charge of the reinvestigation. 

   4. After completing a, b and c agents must set the status of the FreshDesk ticket to be resolved.

3. If for some reason there is a delay in the reinvestigation process, tickets will re-open automatically for each agent within 20 calendar days. At this stage agents must make sure to:

   1. Review the following spread sheet under the Disputes Tab  to find out if the Dispute has been resolved: https://docs.google.com/spreadsheets/d/1Fhz23lvai3pM06Oe9OwS5ex_QZ3hxZjiLKHhqXLN6gw/edit#gid=193558185

   2. If the Dispute has been resolved, agents must copy and paste the steps taken to resolve the ticket as recorded on the spreadsheet and leave a note in the Dispute ticket that they are working on.

   3. After leaving the note, agents will resolve the ticket.

   4. If the ticket is not yet resolved according to the record on the spreadsheet, agents will notify a Compliance Manager and set the ticket as pending.

   5. The Compliance Manager who receives the notification should assign the highest priority to this ticket and make sure that step 2 of this process is completed before 30 calendar days after the dispute was received by Turn.