Filing and resolving an Automated Clearing House dispute

This video shows you how to submit and resolve a dispute in an Automated Clearing House (ACH) dispute Case.

Consider the following business scenario: U+ Bank, a retail bank, offers ACH facilities to its customers. Sally Timble calls the customer service line at U+ Bank to submit an ACH dispute on a transaction that she doesn't recognize. The customer service representative (CSR) at U+ Bank answers the call and then submits and resolves the dispute for Sally in the Interaction Portal.

To demonstrate this business scenario, a CSR logs into Interaction Portal to handle inquiries. The CSR answers Sally’s call and asks how he can help her today. After Sally explains her concerns, the CSR launches the Initiate ACH Dispute Service Case. He collects the information required to submit the ACH dispute by asking Sally a series of questions.

The CSR inputs Sally’s responses into the system and submits the Case.

Based on the responses, SDAA determines the relevant return code associated with the dispute. For example, for this dispute Case, SDAA determined the return code, R10: Originator is not known to Receiver, and/or Originator is not authorized by Receiver to debit their account. The Case Status is now Resolve-Completed.

The CSR then wraps up the call.

You have reached the end of this video. You have learned:

• How an ACH dispute is submitted and resolved in an ACH dispute Case.

In some ACH dispute scenarios, SDAA can fail to determine a return code at the claim level, and so the Case is routed to Specialist Review. The specialist logs into the Back-office Portal and retrieves the Case from the Work Queue, then evaluates its eligibility for return by answering the question: Can this transaction be returned?

The following table shows the available actions based on the specialist’s response:

In some ACH dispute scenarios, NACHA and Regulation E guidelines mandate customers to provide Written Statement of Unauthorized Debit (WSUD) while filing the ACH dispute claims. Based on the configuration settings used by the bank, customers may attest either verbally or in writing that the transaction was unauthorized and processed in error. If a verbal attestation was not provided during earlier stages of the workflow, the system prompts the customer to submit a written attestation.

The following figure shows the ACH dispute Case in Open-WrittenConfirmation Case Status.

Configurations

SDAA enables issuers to configure ACH submission behavior based on their receipt of the WSUD. The system provides a configurable setting called NACHA Submission Mode. The following figure shows NACHA Submission Mode configurations settings:

NACHA Submission Mode configurations have the following option settings:

HoldUntilWSUD (Default Mode)

This configuration determines when NACHA submission should occur in relation to WSUD receipt. It supports banks that either prefer early submission with internal tracking or require WSUD before any external submission.

If the WSUD is not received within the defined service level agreement (SLA) timeframe, the Case automatically resumes to a specialist review for appropriate action (write-off or eligibility determination). The bank cannot deny the dispute because the WSUD was not yet received.

SubmitAndPend Mode

This scenario prioritizes early submission to NACHA while maintaining internal tracking for customer documentation.

The system implements differentiated SLA timeframes based on customer classification:

• Regular Customers: 10-day window for a WSUD receipt.
• Corporate Customers: 2-day window for a WSUD receipt.