Denying a dispute can be achieved via several different methods within QFD, depending on where the dispute is at in the case lifecycle. Most commonly, this will happen in
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or during a review assignment in Recovery. This action triggers several systematic checks and balances to ensure that all required resolution activities are complete, such as customer notification and accounting.
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Extension: Deny Reasons
By default, all supported deny reasons are enabled in the application. Unwanted deny reasons can be disabled in Client Settings. Note that some deny reasons cannot be disabled because they are operationally necessary. Those specific reasons are called out in the table below.
Deny Reason
Applicable Claim Types
Correspondence
Description
Additional Details
ATM Deposit
ATM Deposit
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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.
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 has issued credit for the dispute transaction.
See Check for Merchant Credit for details about the process. This deny reason cannot be disabled.A message "The case has been forwarded to the appropriate department." is displayed in the External Case Status.
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Merchant Issued Credit
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Misrouted Case
Check
N/A
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glossary_description
Case fulfillment is handled by another department and has been transferred.
Sent when a Missing Deposit dispute is denied and the reason is "No Error". If a provisional credit has been issued, notice of the reversal, and any applicable disclaimer(s), are included.
When the deny reason is set to Withdrawn, the user must specify the Withdraw Request Received Date.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.
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Withdrawn
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Note
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Limited Deny Reasons
Only "Merchant Issued Credit" and "Withdrawn" are available if final credit has been issued.
Optional
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Deny Justifications
When enabled, deny justifications can be configured to require users to select one, or more, specific justifications for a "No Error" deny decision. These justifications are fully configurable and allow the user to provide additional context to the customer in the resolution letter. This feature is available in versions 3.18 and later.
Denial Commentary
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Settings
Check out denial configurations in Config App under the Investigation tab.
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Deny_Debit_Date
Deny_Debit_Date
Deny Debit Date
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When a disputed transaction is denied, the user will be prompted to send the associated denial letter. By default, this option is set to "Yes". The Letter Content Preview section is displayed, and the content of the letter is visible to the user before the deny action is applied. Depending on your letter configuration, additional options may be available for customizing the letter before it is transmitted, such as including optional content. When the action is applied, a correspondence assignment is generated. See Letters for a full list.