My Work Queue (the default queue) is the mechanism by which Global Payments communicates to you that you need to review and take action on the cases in this queue. My Work Queue includes Chargebacks, Retrievals and Exceptions with these status codes:
My Bookmarked Cases includes a list of cases you bookmark for future action or review.
Pending Chargebacks includes all Chargebacks with a case status of Pending Internal Review, meaning they are under review by Global Payments. When you Accept or Challenge a Chargeback in My Work Queue, it moves to Pending Chargebacks.
Pending Exceptions include Pre-Arbitrations, Pre-Compliances and Good Faith cases with a case status of Pending Internal Review. These are under review by Global Payments.
Pending Retrievals includes Retrieval Requests with a case status of Pending Internal Review. When you select Fulfill or Unable to Fulfill a Retrieval in My Work Queue, it moves to the Pending Retrievals queue for Global Payments review.
Closed includes cases that have expired or have been resolved, meaning that Global Payments has responded to the Issuer and has received a response back from the Issuer. No action can be taken on these cases.
Bookmarks allow you to temporarily save cases to a dedicated queue for easy access. When you bookmark a case, it will appear in the “My Bookmarked Cases” queue, which can be accessed from the “Queues” tab in the left navigation. Bookmarked cases will remain in the “My Bookmarked Cases” queue until you remove them, no matter what status they are in. The queue is only visible to you, and will not affect any other users on your merchant account.
Bookmarked cases can be identified by the bookmark icon. A bookmark can be toggled on or off by clicking on the icon.
If the case is not currently bookmarked, it will look like this:
If the case is currently bookmarked, it will look like this:
There are a few ways to bookmark a case:
In all Work Queues, the bookmark icon is located in the first column of every case row.
On the Case Landing Page, the bookmark icon is located in the top left corner of the page, next to the case number.
To view your Bookmarked Cases:
Click on the “Queues” menu item in the left side panel.
Click on the dropdown next to the “Queues” title at the top of the page.
Select “My Bookmarked Cases”
All Queue tables are customizable. You can use the “Columns” feature to pick which data columns to hide or show on your table. After setting your preferences, the columns will remain in your preferred setup the next time you log in. Changing your columns will only affect your view and not change for any other users.
To change the column layout of your Queue:
From the Queue page, click the “Columns” button located above the top right corner of the Queue table.
The Queue Customizer will open and display two sections:
Available Columns are all of the data columns that can be added to the Queue table.
“Active Columns” are the data columns that are currently displayed.
To add additional data to your Queue table, find the data you would like to add in the “Available Columns” section. Click the icon to add it to “Active Columns.”
Filters are provided to help you find cases quickly. To use the filter feature:
Click the “Filter” button in the top right corner of the queue screen. The filter panel will open at the top of the page.
Enter your parameters into the filter fields. You must enter a minimum of one field.
Click the blue “Submit” button in the bottom right corner of the filters panel.
The queue will update to display only cases that apply to the parameters you entered.
If you use a particular filter frequently, you can save it for future use. First follow the steps above. To save the filter:
Locate the save filter functions to the left of the Filter button.
Click “Save”
Name your filter and click the “Save” button within the panel.
You can access your saved filters in the future by clicking the star button (Saved Filters button) to the left of the Filter button.
After you submit your response, the case will automatically move out of My Work Queue and into the appropriate pending queue while it awaits review from Global Payments. Once reviewed, it will then move to the Closed Queue or back into My Work Queue, depending on what action needs to be taken next. You can still access the case by looking it up using a case number, or finding it inside the appropriate Pending Queue.
To view cases in the pending queues, navigate to the “Queues” tab in the left menu.
Click on the blue dropdown next to the “Queues” title at the top of the page.
Select the Pending Queue applicable to the case in question.
In the left menu, navigate to “Queues.”
Confirm that you are viewing “My Work Queue.”
Click the “Export” button at the top right corner of your Queue table.
Select what columns you want to export (Visible or All)
If you do not want to use the default name, enter your own in the space provided.
Click the blue “Export” button in the bottom right of the Export Panel.
The CSV file will download to your hard drive.