At any time during the case lifecycle life-cycle a user may decide to write off a dispute. This dispute-level action will prompt the user to provide an explanation. When this action is processed, the necessary accounting adjustments will be created based on the accounting rules defined. Write-off When Approvals is enabled, approval may be required before the action can be processed.
Write-Off Approval
An approval step can be required for write-off actions. This step is enforced based on the preconditions shown below.
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Write Off Amount >=
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Action
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CardPinless
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$1000
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Approval Required
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CardPinned
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$1000
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Approval Required
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...
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No Approval Required
Decision Table: WriteOffApprovalPreconditions
If a write-off action meets the criteria for requiring an approval, the action will be paused, and an approval assignment will be generated.
Assignment: Write Off Approval
Workbasket: WriteOffApproval
The assignment will allow the user to view the reason provided for the write-off action and either approve or decline the action. If declined, the dispute will return to the normal flow. If approved, the write-off action is completed. Anchor
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Configuration
Approvals
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Write Off Justifications Examples
| Applicable When | Justification Reason | Description |
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| Always | Accountholder Satisfaction | Use when the agent writes off the dispute as a courtesy to the customer/member |
| Fraud | 60-day Rule | Use when the agent applies the 60-day rule to write off regulation-protected disputes that are otherwise stale dated |
| Fraud | True Fraud | Use when there are no recovery rights and through an investigation it was determined that the transaction activity truly is unauthorized |
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