Write Off

Overview

Users may need to approve or write off the disputed transaction to resolve the case. 

How to Write Off a Dispute

The "Write Off" action is available on several assignments including Manual Enrichment, Initial Investigation, and Disposition Case. Users can accept liability and write off 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 paid on the Review Chargeback, Execute Chargeback and Process Chargeback assignments.

Enrichment

Select the "Write Off" option from the Other Actions drop-down.

Enter an explanation for the write-off in the text box. Click the "Apply" then "Process Actions" buttons.

Initial Investigation

Select the "Grant Final Credit" option from the Other Actions drop-down to write off a single dispute. To write off all disputes in the Investigation stage, click the "Grant Final Credit" button next to "Grant Provisional Credit."

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If enabled, answer "Yes" or "No" to the question, "Do you want to continue to pursue recovery after granting final credit?" Enter the reason for the write-off in the text box below "Reason."

Disposition Case

Select the "Do Not Pursue Recovery" option from the Other Actions drop-down. 

Enter the reason for the write-off in the text box under "Reason." Select "Process Liability" from the Liability Decision drop-down. 

How to Manage Written Off Disputes

The "Claims Resolved by Day" and the "Dispute Outcomes" reports reflect resolved claims and paid disputes. The case-level audit logs the write-off action.  

The "Write Off" action will send the Paid communication and make the paid accounting adjustments. If manager approvals are enabled, the write-off(s) will need to be approved prior to the communication and accounting being executed. 

"Write Off" Action Not Available

The pay action is available on specific assignments, but not all. Defer to the assignment's walkthrough page for more details. 

The "Grant Final Credit" action on Initial Investigation assignments is configurable, so it may not be present based on how the portal was built.