The pend action is a transaction level action that will suspend a disputed transaction for a set number of days to prevent any related assignments from being queued. Each pend reason has a pre-configured default of 10 calendar days and a limit of 15 calendar days. The user may adjust this value from 1 to the displayed limit. The disputed transaction will remain in a pending status, based on the pend reason selected, until the specified deadline is reached. A countdown to the deadline is displayed on the assignment while it is in a pending status.

Pend Reasons

When the pend action is selected, the user will be prompted to select a reason from the Pend Reason drop-down menu. Below is a list of supported reasons.  Note that some reasons may only apply to certain claim and/or transaction types.

Customer Response

This reason is used when a response is pending from the customer. This pend reason provides two additional options for automating system actions:

Send Additional Information Communication

If selected, the Additional Information Letter will be generated and sent the customer. The user will have the opportunity to customize the letter before it is generated.

Merchant Credit

This reason is used if a credit is expected from the merchant.  Selecting this pend reason will execute the Merchant Credits.

Fraud Review

This reason is used if a fraud review is required. When this reason is used, an assignment is created as shown below. This work queue may be assigned to a specific work group that is tasked with completing a review of the claim to determine if the claim should be accepted or denied. If the result is a denial, the user will be prompted to select from the available denial reasons and provide comments. This is an optional assignment. If the assignment is not completed, the disputed transaction will remain pending until the deadline is reached.

Good Faith

The Good Faith pend reason is available for ACH disputes.  This pend option will allow users to pend the dispute for up to 14 days while they pursue a good faith request.  When this pend option is selected, the user will be prompted to send the Good Faith letter.  

Merchant Response

This pend reason is only available when there is an active accounting exception.  This allows time to receive a response before accounting adjustments are made.  For more details on this pend reason, see the Denied flow.

Request for Copy

This reason is used if a request for copy is made outside of the system. When this reason is used, an assignment is created as shown below. This assignment will prompt the user to specify whether the request was fulfilled and, if so, attach it to the case. This is an optional assignment and is only completed by a user if a user returns to the case before the pend deadline is reached. If the assignment is not completed, the disputed transaction will remain pending until the pend deadline is reached.

Research

This pend reason is available for ACH disputes when additional research is needed to make the decision.

Written Statement

This pend reason is available for ACH disputes when pending for the Written Statement of Unauthorized Debit to support ACH claims. 

Related