Overview
Users may need to deny the disputed transaction to resolve the case.
| Deny Reason | Applicable Claim Types | Correspondence | Description |
|---|---|---|---|
| ATM Deposit | ATM Deposit | Page lookup error: page "ATM Deposit Deny Reason" not found. If you're experiencing issues please see our Troubleshooting Guide. | |
| Deposit Not Received | Missing Deposit (ACH/Wire) | Missing Deposit Not Received | Page lookup error: page "Deposit Not Received" not found. If you're experiencing issues please see our Troubleshooting Guide. |
| Duplicate Dispute | All | Duplicate Dispute Deny Letter | Page lookup error: page "Duplicate Dispute" not found. If you're experiencing issues please see our Troubleshooting Guide. |
| Merchant Issued Credit | ACH, Card, Zelle | Merchant Credit Deny Letter, Merchant Credit Partial Deny Letter | Page lookup error: page "Merchant Issued Credit" not found. If you're experiencing issues please see our Troubleshooting Guide. |
| Misrouted Case | Check | N/A | Page lookup error: page "Misrouted Case" not found. If you're experiencing issues please see our Troubleshooting Guide. |
| Money Transfer | Card, Non-Fraud | Money Transfer Deny Letter | Page lookup error: page "Money Transfer" not found. If you're experiencing issues please see our Troubleshooting Guide. |
| No Error | All | No Error Deny Letter, No Error Partial Deny Letter | Page lookup error: page "No Error" not found. If you're experiencing issues please see our Troubleshooting Guide. |
| Not Posted | Card | Never Posted Deny Letter | Page lookup error: page "Not Posted" not found. If you're experiencing issues please see our Troubleshooting Guide. |
| Out of Timeframe | ACH, Card, RTP, Zelle | Out of Timeframe Letter | Page lookup error: page "Out of Timeframe 1" not found. If you're experiencing issues please see our Troubleshooting Guide. |
| Posted Late | Card | Posted Late Deny Letter | Page lookup error: page "Posted Late" not found. If you're experiencing issues please see our Troubleshooting Guide. |
| Proof of Authorization | ACH, Card | Proof of Authorization Letter | Page lookup error: page "Proof of Authorization" not found. If you're experiencing issues please see our Troubleshooting Guide. |
| Resolved as Processed | Missing Deposit (ACH/Wire) | Missing Deposit Processed | Page lookup error: page "Resolved as Processed" not found. If you're experiencing issues please see our Troubleshooting Guide. |
| Valid Card Present | Card | Valid Card Present Deny Letter | Page lookup error: page "Valid Card Present" not found. If you're experiencing issues please see our Troubleshooting Guide. |
| Withdrawn | All | Withdrawn Letter | Page lookup error: page "Withdrawn" not found. If you're experiencing issues please see our Troubleshooting Guide. |
How to Deny a Dispute
The "Deny Dispute" action is available on several assignments including Manual Enrichment, Provisional Credit, and Disposition Case. Users can accept liability and deny the dispute on post-recovery work.
Users can select the "Cancel Recovery" option from the Other Actions to route back to the Disposition Case assignment where the dispute can be denied on the Review Chargeback, Execute Chargeback, and Process Chargeback assignments.
Enrichment
Select the "Deny Dispute" option from the Other Actions drop-down.
Select a denial reason from the "Reason for Denial" drop-down. Click the "Apply" then "Process Actions" buttons.
Provisional Credit
Select the "Deny Dispute" option from the Other Actions drop-down to deny a single dispute. To deny all disputes in the Provisional Credit stage, click the "Deny All" button next to the "Pend" button.
Select a denial reason from the "Reason for Denial" drop-down. Click the "Apply" then "Process Actions" buttons.
Disposition Case
Select the "Do Not Pursue Recovery" option from the Other Actions drop-down.
Select a denial reason from the "Reason for Denial" drop-down. Ensure the "Deny Debit Date" is correct. If needed, use the calendar tool to change the deny debit date. Click the "Apply" then "Process Actions" buttons.
How to Manage Denied Disputes
The "Claims Resolved by Day" and the "Dispute Outcomes" reports reflect resolved claims and denied disputes. The case-level audit logs the deny action.
The "Deny Dispute" action will send the Denied communication and make the appropriate accounting adjustments if Provisional Credit has been issued. If manager approvals are enabled, the denial(s) will need to be approved prior to the communication and accounting being executed.
"Deny Dispute" Action Not Available
The deny action is available on specific assignments, but not all. Defer to the assignment's walkthrough page for more details.