At any time during the case lifecycle a user may decide to write off a dispute. This dispute-level action will prompt the user to provide an explanation. When this action is processed, the necessary accounting adjustments will be created based on the accounting rules defined. When Approvals is enabled, approval may be required before the write off is executed. A write off may also be executed by the system in certain scenarios, such as when a claim is paid and there is insufficient funds in suspense to credit he account holder (see Paid).

Configuration

Approvals

Write Off Justifications Examples

Applicable When	Justification Reason	Description

Applicable When	Justification Reason	Description
Always	Accountholder Satisfaction	Use when the agent writes off the dispute as a courtesy to the customer/member
Fraud	60-day Rule	Use when the agent applies the 60-day rule to write off regulation-protected disputes that are otherwise stale dated
Fraud	True Fraud	Use when there are no recovery rights and through an investigation it was determined that the transaction activity truly is unauthorized

Applicable To	Definition

Applicable To	Definition
Always	Applies to all disputes
Fraud	Applies to fraud disputes
Non-Fraud	Applies to non-fraud disputes
ACH	Applies to all ACH disputes
ACH Fraud	Applies to fraud ACH disputes
ACH Non-Fraud	Applies to non-fraud ACH disputes
ATM	Applies to all ATM disputes
ATM Fraud	Applies to ATM fraud disputes
ATM Non-Fraud	Applies to ATM non-fraud disputes
Balance Transfer	Applies to all Balance Transfer disputes
Bill Pay	Applies to all Bill Pay disputes
Card Claim	Applies to all card disputes
Card Non-Fraud	Applies to all card non-fraud disputes
Card Fraud	Applies to call card fraud disputes
Convenience Check	Applies to all Convenience Check disputes
Credit	Applies to all credit disputes
Credit Fraud	Applies to all credit fraud disputes
Credit Non-Fraud	Applies to all credit non-fraud disputes
Debit	Applies to all debit disputes
Debit Fraud	Applies to debit fraud disputes
Debit Non-Fraud	Applied to debit non-fraud disputes
Identity Theft	Applies to all identity theft disputes
Real Time Payments	Applies to all RTP disputes
Real Time Payments Fraud	Applies to RTP fraud disputes
Real Time Payments Non-Fraud	Applies to RTP non-fraud disputes
Wire	Applies to all Wire disputes
Zelle	Applies to all Zelle disputes
Zelle Fraud	Applies to Zelle fraud disputes
Zelle Non-Fraud	Applies to Zelle non-fraud disputes

Rule(s)

WriteOff