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 |
|---|---|---|---|
| ATM Deposit | A deny reason exclusively for disputed ATM deposits. When choosing this deny reason, the user is prompted to select one or more predefined, applicable deny justifications. The selected items will be displayed in the generated denial letter. | ||
| Deposit Not Received | Missing Deposit (ACH/Wire) | Missing Deposit Not Received | A deny reason exclusively for disputed ACH and Wire deposits. This reason is applicable when the disputed deposit was never received by the financial institution that received the claim. |
| Duplicate Dispute | All | Duplicate Dispute Deny Letter | A deny reason applicable to all disputed transaction types. This reason is applicable when the disputed transaction has already been disputed in a different claim. |
| Merchant Issued Credit | ACH, Card, Zelle | Merchant Credit Deny Letter, Merchant Credit Partial Deny Letter | A deny reason applicable when a disputed transaction is resolved resulting from a matching merchant credit. |
| Misrouted Case | Check | N/A | A deny reason applicable to check disputes. Applicable when a disputed transaction is processed by another department that does not use QFD. |
| Money Transfer | Card, Non-Fraud | Money Transfer Deny Letter | A deny reason applicable to card disputes. Applicable when a disputed transaction is processed by a money transfer merchant. |
| No Error | All | No Error Deny Letter, No Error Partial Deny Letter | A deny reason applicable to all disputes. Applicable when no error is found. Optionally, Deny Justifications can be enabled to provide users pre-configured reasons that provide additional denial details. |
| Not Posted | Card | Never Posted Deny Letter | A deny reason applicable to disputed authorizations that had not posted to the account when the claim was filed. Authorizations must be enabled. |
| 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 | A deny reason applicable to disputed card transactions that were previously authorized by the cardholder, but posted late to the account. |
| Proof of Authorization | ACH, Card | Proof of Authorization Letter | A deny reason applicable to disputed transactions where proof that the accountholder participated in the transaction is obtained. |
| Resolved as Processed | Missing Deposit (ACH/Wire) | A deny reason applicable to disputes regarding a missing deposit that posted, as expected, after the claim was filed. | |
| Valid Card Present | Card | Valid Card Present Deny Letter | A deny reason applicable to disputed transactions where proof that a valid card was used to complete transaction is obtained. |
| Withdrawn | All | Withdrawn Letter | A deny reason applicable to disputed transactions where the accountholder 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. |
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 |