Overview
Users may need to deny the disputed transaction to resolve the case.
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.
Investigation
Select the "Deny Dispute" option from the Other Actions drop-down to deny a single dispute. To deny all disputes in the Investigation 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.