Pend Dispute

Overview

The "Pend" action applies a wait status to a disputed transaction for a user-defined duration. 

Purpose

Applying the "Pend" action to a dispute will remove the assignment from the pool of available work in its respective Assignment Group. This means users will not be assigned the pending task when using Get Next Work. This function is important because it allows users time to complete their investigation and reach out to the account holder for additional information/documentation.

How to Pend a Dispute

Select the "Pend" option from the Other Actions drop-down.

Select the reason for the pend from the "Pend Reason" drop-down. 

Pend Reasons

Exception Review: Creates the Exception Review assignment in which an agent will be prompted to request an exception from Visa

Fraud Review: Moves the dispute to the final investigation flow where an agent will be prompted to pay or deny the claim (this option is not widely used)

Internal Research: Pends the dispute for the requested timeframe and does not create an additional assignment nor does it move the case (this option is the best choice for applying the wait status)

Customer/Member Response: Pends the dispute for the requested timeframe and provides the option to send the account holder a request for information

Merchant Credit: Pends the dispute for the requested timeframe and moves the dispute to the Collaboration node while it waits for a merchant credit. Agents can cancel the merchant credit check using the Other Actions button

Request for Copy: The account holder requests all documentation used for their claim. Users will need to collect and send documentation to the accountholder using an external system.

Good Faith: Pends the dispute for the requested timeframe and provides the option to send the originating FI the Good Faith letter

Written Statement: Pends the dispute for the requested timeframe and provides the option to send the account holder a request for the Written Statement of Dispute

The "Business days to resume:" will default to the firm's preferred timeframe or the next regulation deadline, whichever comes first. Users can adjust this by editing the number in the text box. If the user attempts to pend the dispute for longer than the "Max days" or beyond the next regulation deadline, an error message will appear. The dispute will route back to an active assignment once the pend timeframe has been concluded. If the "Customer/Member Response" option is selected, the pend will end after the pend timeframe is up or the account holder responds to the information request. 

If the "Customer/Member Response" option is selected, determine whether to send the Additional Information communication and if so, complete the required fields. 

Enter the deadline for the account holder's response by using the calendar tool in the field under "Response Required by Date."

To include what is needed from the account holder, select a template in the "Find Existing Content" field or click "+ Add a Custom Section" to use the freeform text box.

How to Manage Pended Disputes

The "Disputes by Status" report reflects pending disputes including the pend reason. Managers can click on the row to reveal all disputes will that status.

The dispute-level audit reflects the timestamp, reason, and user who completed the action.

We recommend that users leave a detailed note in the Notes tool explaining the reason for the pend and pend duration. 

Cancel the "Pend" Action 

The pend status can be canceled prior to the selected timeframe. Click the "Sort & Filter" link then ensure the box next to "Hide Non-Workable" so that it is not checked. Click the "Apply Sort & Filter" button. 

Click the work button to the right. This can be "Response Received," "Research Completed," or others depending on the pend reason. Then click the "Process Actions" button. 

"Pend" Action Not Available

The "Pend" action is not available on every assignment. Users can use the Communication hub to send a request for additional information to the account holder without needing the pend function.