| Deny Reason | Applicable Claim Types | Correspondence | Description | Additional Details |
|---|
| ATM Deposit | ATM |
| Disputed transaction is an ATM deposit. | The user is prompted to select one or more predefined, applicable reason details. The selected items will be displayed in the denial letter. |
| Deposit Not Received | Missing Deposit (ACH/Wire) | Missing Deposit Not Received | The disputed deposit was never received. |
|
| Duplicate Dispute | All | Duplicate Dispute Deny Letter | Dispute exists on another claim. | When selected, the user is prompted to enter the claim ID where the transaction was disputed. This scenario primarily occurs when a transaction is disputed on one claim in a pending state and another in a posted state. This deny reason cannot be disabled. |
| Merchant Issued Credit | ACH, Card, Zelle | Merchant Credit Deny Letter, Merchant Credit Partial Deny Letter | Merchant has issued credit for the dispute transaction. | See Check for Merchant Credit for details about the process. This deny reason cannot be disabled. |
| Misrouted Case | Check | N/A | Case fulfillment is handled by another department and has been transferred. | A message "The case has been forwarded to the appropriate department." is displayed in the External Case Status. |
| Money Transfer | Card, Non-Fraud | Money Transfer Deny Letter | The dispute transaction was a money transfer and money transfer processors are not responsible for the delivery or suitability of goods or services. | |
| No Error | All | No Error Deny Letter, No Error Partial Deny Letter | No error was made by the issuer. | This deny reason cannot be disabled. |
| Not Posted | Card | Never Posted Deny Letter | Transaction did not post to the account. | This deny reason cannot be disabled. |
| Out of Timeframe | ACH, Card, RTP, Zelle | Out of Timeframe Letter | Disputed transaction is beyond any applicable timeframe. |
|
| Posted Late | Card | Posted Late Deny Letter | Transaction was authorized and at an earlier date and posted late to the account. |
|
| Proof of Authorization | ACH, Card | Proof of Authorization Letter |
| |
| Resolved as Processed | Missing Deposit (ACH/Wire) |
| The disputed deposit was routed according to the depositor and no error was made. |
|
| Valid Card Present | Card | Valid Card Present Deny Letter | Evidence confirms that a valid card was present to complete the transaction. | |
| Withdrawn | All | Withdrawn Letter | Customer has voluntarily withdrawn their claim. | When the deny reason is set to Withdrawn, the user must specify the Withdraw Request Received Date. By default, it is set to the current date. This deny reason cannot be disabled. |