Adding an ATM/Debit Dispute

The ATM/Debit Dispute window lets you create a contact record for a member disputing an ATM or debit card transaction. To open the ATM/Debit Dispute window...

• From the Actions menu on the Contact Manager top menu bar, point to Member Contact, select ATM/Debit Dispute.
• From the Activity menu, point to Add New Contact/Event, point to Member Contact, and then select ATM/Debit Dispute.
• On the tool bar, select the Contact Manager icon, point to Member Contact, and then select ATM/Debit Dispute.

How do I? and Field Help

The Contact Information group box displays basic information about the member.

Field	Description
Name	The name of the member. Length: 25 alphanumeric
E-Mail	The member's email address. Length: 50 alphanumeric
Home Phone	The complete home phone number including area code for the member. Length: 10 numeric
Work Phone	The complete work phone number including area code for the member. Length: 10 numeric
Cell Phone	The complete cell phone number including area code for the member. Length: 10 numeric

The icon buttons in the top right corner let you:

• create a task in Outlook for the item. passes the contact type and unique contact ID number. No member details are sent to Outlook for security purposes; however, you can add additional details to the task as you choose.
• view available documents for the member
• open the Transactions dialog box
• display the Member Notifications and Alerts dialog box
• open the Member Accounts dialog box
• display the member’s History dialog box
• display a print preview of the contact record
• print an envelope

A Past Due indicator will appear if the follow-up date has passed.

The Loancierge iconslet you:

• open the Loancierge Queue tab
• open the Queue Search tab
• open the New Application window

The Text Member icon appears next to the Cell Phone field lets you:

• Send and receive text messages to members using Eltropy’s user interface. Launches the Eltropy Messenger in a standalone browser window.

The Text Member icon appears for a new Contact/Event after you save the screen.

Asterisks indicate the required fields. Your Contact Manager administrator determines the required fields on the Contact - Update window.

Complete the following steps to add the basic contact/event record information.

1. Select the Sensitive checkbox if personnel should handle the contact/event record carefully. The contact/event appears with a caution icon on the Contact Manager - Assignments Queue grid. For a member contact/event record, the contact/event record also appears at the top of the member's contact history in the Contact/Event History grid.
2. In the Status/Priority group box, select the Status down arrow to select the status of the contact/event record.
3. Then, select the Priority down arrow to select the level of importance of the contact/event record.
4. In the Origination group box, select the Source down arrow to select the method used to submit the service request or event to the credit union.
5. In the Assignment/Follow-up group box, select the Department down arrow to select the department assigned to the type of service request or event selected.
6. Select the Owner down arrow to select the individual assigned to process the contact/event record.
7. Select the Follow-up down arrow to select the projected follow-up date from the calendar or enter the date in MM/DD/YYYY format. Then, select the down arrow in the next field to select a follow-up time.
8. Select the Source down arrow to select the method used to follow up on the contact/event record.

Complete the following steps to add an ATM/Debit Dispute contact record.

1. In the Detail group box, select the Share Type down arrow to select the affected share account.
2. Select the Transaction down arrow to select the transaction date from the calendar or enter the date in MM/DD/YYYY format.
3. In the Transaction Amt field, enter the amount of the transaction posted to the member's account. (Length: 20 numeric)
4. In the Received Amt field, enter the amount received from the ATM. This amount should be different than the transaction amount. (Length: 20 numeric)
5. In the Reference field, enter the reference number from the ATM receipt. (Length: 12 alphanumeric)
6. In the Card Type group box:
   • Select the ATM option if the disputed transaction is an ATM transaction.
   • Select the Debit option if the disputed transaction is a debit card transaction.
7. In the Dispute Type group box:
   • Select the Deposit option if the disputed transaction is a deposit.
   • Select the Withdrawal option if the disputed transaction is a withdrawal.

In the Note(s) group box, you can add additional notes or comments pertaining to the contact/event record. Existing notes will display the date and time the note was added and the teller ID of the individual who added the note.

• Select the High Priority Note check box to flag the note as important and place it in the log in a different text color.
• Select the view details icon button to display the entire note in the View Note dialog box.
• Select Add to open the New Note dialog box and add a new comment.
• Select Audit to open the Audit Log dialog box and view previous changes to the contact record.

Select Fee to open the Fee Processing dialog box and assess or refund a fee.

Select Copy to open the Send Copy dialog box and send the contact record to additional users.

Select Save to save the contact record. Select Cancel to cancel the contact record and close the window.

After you save the contact or event record, Portico populates the following fields:

Field	Description
Closed	The date that you changed the Status field to Closed.
Originator	Your name for a new contact or event record or the individual who created the existing contact record.
Originated	The current date for a new contact or event record, or the creation date of an existing contact record.
ID Nbr	The unique computer-assigned number identifying the contact or event record.