Member communications (optional)

Casap handles communication with the member: acknowledgement, document requests, the decision letter, everything Regulation E and Regulation Z require, in your branding and on the clocks the rules set. Nothing here is needed for that.

Two optional entries exist for an organization that would rather send from its own channels; Casap enables them on request, and until then neither appears.

• REQUIRED_ACTION_TYPE_COLLECT_CUSTOMER_INFORMATION, details in collectCustomerInformation: ask the member for a document or an answer, and pass it back to Casap.
• REQUIRED_ACTION_TYPE_NOTIFY_CUSTOMER, details in notifyCustomer: tell the member something happened, in your own words and language.

Collect information

• transactionUuid (string) - The transaction the request is about.
• requestedItemKey (string) - The kind of item, for example PoliceReport. Absent when the request is free text.
• customRequestedItems (array of string) - Free text items. Absent when requestedItemKey is set.
• deadlineTimestamp (string) - Unix seconds. When the answer is due.

It stays in the list until the member has answered.

Notify

• key (string) - Which event to tell the member about. See the table below.
• transactionUuid (string) - Absent when the event concerns the dispute as a whole.
• amount (object) - Present when the event concerns an amount.
• effectiveTimestamp (string) - Unix seconds. When the event took effect.
• finalDecision (object) - On the three FINAL_DECISION_* keys: reasonKey, an optional subReasonKey, provisionalCreditIssued, and provisionalCreditReversal with timing and amount when a credit is being taken back.
• informationRequest (object) - On MORE_INFO_REQUESTED: requestedItemKey or requestedItems, and deadlineTimestamp.

Every value is a key, never a sentence, so you write the member's message in whichever languages you support. The two exceptions are otherReason and customMessage on a decision, which arrive as an agent typed them. Casap shares the full set of reasonKey and subReasonKey values with you when it enables this entry.

Notifications are sent once

Every other entry stays in requiredActions until the work is done, so a missed message is corrected by the next one. A notifyCustomer entry appears only in the message for the change that caused it and is gone from the next, whether or not you acted. Three things follow:

• A lost message takes its notification with it.
• Two messages arriving out of order can put member communications in the wrong sequence.
• Store the entry before you acknowledge the delivery, and send the member's message as a separate step you can retry.

To detect a missed notification, tell Casap before you go live.

{
  "type": "REQUIRED_ACTION_TYPE_NOTIFY_CUSTOMER",
  "notifyCustomer": {
    "key": "NOTIFICATION_KEY_FINAL_DECISION_DENIED",
    "transactionUuid": "txn-1",
    "effectiveTimestamp": "1759190400",
    "finalDecision": {
      "reasonKey": "merchantIssues",
      "subReasonKey": "merchandiseDelivered",
      "provisionalCreditIssued": true,
      "provisionalCreditReversal": {
        "timing": "REVERSAL_TIMING_IMMEDIATE",
        "reversalTimestamp": "1785585600",
        "amount": { "amountInCents": 4500, "currency": "USD" }
      }
    }
  }
}