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 Process Liability 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.
Extension: Decision Approval This optional extension provides added control in your fulfillment process by requiring an escalated review of key, manual decision points. For more information, see Approvals.
Deny Reasons
When the deny action is selected, the user will be prompted to provide the reason for the denial. Some reasons have required sub-reasons as well. Below is a list of supported reasons and, where applicable, sub-reasons.
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 | 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 | Card | 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. | New in 3.16! |
| 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 | 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 | New in 3.16! | |
| 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. | New in 3.16! |
| 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. |
Limited Deny Reasons
Only "Merchant Issued Credit" and "Withdrawn" are available if final credit has been issued.
Optional Deny Settings
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
An optional setting requires users to provide commentary when making a deny decision. This commentary is visible in the Notes tool with a "Denial Narrative" subject and is only visible to back-office users.
Deny Debit Date
If a provisional credit has been issued for the transaction that is being denied, the user must also specify the Deny Debit Date. This is the date that the dispute will be set to Resolved-Denied status and the provisional credit that was previously issued will be debited from the customer's account. This date will also be referenced in the denial letter. By default, the Deny Debit Date is pre-calculated:
- For disputes covered by Regulation E that are withdrawn by the claimant, Deny Debit Date is set to the current date
- For all other disputes covered by Regulation E, Deny Debit Date is set to the current date, plus 5 business days
- For all other disputes not covered by Regulation E, Deny Debit Date is set to the current date
While pending, the Pending Deny Dispute assignment is displayed and includes the follow actions:
This primary flow action will send the dispute back to Disposition and allow for new actions to be taken. Deny Correspondence This action will not cancel the deny letter that was generated. This optional flow action is available from the Other Actions menu and will generate the deny debit accounting and resolve the dispute. Deny Correspondence This action will not change the debit date that was communicated in the deny letter that was generated.Cancel Denial
Perform Debit Now
Extension: Deny Debit Date Padding
The Deny Debit Date setting supports padding via DenyDebitDatePaddingHours.
Deny Correspondence
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.
| Rule(s) | Denied |