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:
- Merchant Response Needed
- Request More Information
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.