Dispute Status Maintenance
- Geordie Connell
- Kristafanie Somers
- Devan Robertson
- Nick Facca
When an amount is placed in dispute status with the credit card processor, that amount is excluded from interest and minimum payment calculations until it is removed from dispute status. This is typically used for non-fraud claims where a chargeback has not been filed and a provisional credit has not been issued.
When this flow is executed, Dispute Status Maintenance Preconditions are evaluated to determine which of the following actions is executed.Action DescriptionMANUAL A Set Amount in Dispute assignment is generated and a user is prompted to complete the add or remove maintenance in an external system. AUTO The configured service is called to execute the maintenance. While this happens a Pending Set Amount in Dispute via Service assignment is displayed. if the service fails, the system will retry the service call 3 times. If it continues to fail, a Set Amount In Dispute Service Failed assignment will prompt a user to complete the maintenance in an external system.
Optional Dispute Status Maintenance Settings
- By default, transactions are placed in dispute status when the enrichment process is complete. The system can be configured to do this immediately after a case is submitted.
- By default, transactions are removed from dispute status when a credit (provisional or permanent) is issued. The system can be configured to do this after final processing instead.
Consumer Credit Report Updates
When an amount is placed in dispute status with some processors, this triggers an update to the credit reporting status code that is reported to the consumer's credit report. In order to remove this status, the system will evaluate the disputes in the claim and, when the final dispute is removed from dispute status, it will execute Credit Bureau Maintenance to execute the necessary maintenance.