Disputes
When a debtor contests a debt or reports an issue, you can open a dispute to track the investigation and resolution. Disputes pause collection activity on the account while the issue is being reviewed.
Opening a Dispute
- Go to the Disputes page.
- Click Open Dispute.
- Select the account and describe the reason.
- The dispute is created with status Open.
Dispute Statuses
| Status | Meaning |
|---|---|
| Open | Newly created, awaiting review |
| Investigating | Under active review by the team |
| Resolved | Issue was resolved in favor of the debtor or org |
| Rejected | Dispute was reviewed and found to be invalid |
Resolving a Dispute
- Click Resolve on an open or investigating dispute.
- Choose the resolution status (Resolved or Rejected).
- Add resolution notes explaining the decision.
- The dispute is closed with a timestamp.
Filtering & Export
- Status filter — View all disputes or filter by a specific status.
- CSV Export — Download the dispute list as a CSV file for reporting.
TIP
Open disputes promptly when a debtor raises a concern. This demonstrates compliance with fair debt collection practices and provides an audit trail if the dispute is reviewed later.