Dispute Hold Client Settings

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Overview

You can define three characteristics of Dispute Holds created in Aria related to time limits for dispute hold expiration and a default action Aria should take when the dispute holds expire. These settings can ensure you strike a balance between minimizing revenue loss and a positive customer service experience:

The Dispute Hold Expiration Action setting specifies how Aria handles expired dispute holds. If the dispute remains unresolved after the number of days dictated by configuration parameter Dispute Hold Expiration Days, Aria can take no action; convert the charge to a permanent write-off; restore the charge; or restore and re-age the charge.
The Dispute Hold Expiration Days setting sets the default number of days (between 2 and 180) that a dispute will be on hold.
The Dispute Hold Expiration Override setting allows you to extend the hold for a specific number of days or until a specific date. It allows you to set a range between 2–540 days. When creating an override, the expiration date will be between the date of the creation of the Dispute Hold plus two days and the addition to the number of days set with this parameter. Therefore, it is recommended to set a number of days that is equal to or greater than number of days that are set by the "Dispute Hold Expiration Days" parameter.

Setting Dispute Hold Behaviors via Client Parameters

Getting Here: Configuration > Client Settings > Miscellaneous Settings

In the Miscellaneous Settings screen, type "dispute" into the search box to filter for Dispute Hold settings.

Set Dispute Hold Expiration Action

In the listing, click the "Dispute Hold Expiration Action" parameter. The Dispute Hold Expiration Action setting screen appears.
From the Value dropdown menu, select from amount the four options:
- No Action: The charge remains in a Dispute status.
- Convert to Permanent Write-Off: The charge is updated and reflected as a Write-Off transaction.
- Restore and Do Not Re-Age: The charge is re-applied to the account and is no longer in a Dispute status. It will continue to age as of the original charge date.
- Restore and Re-Age: The charge is re-applied to the account, no longer in a Dispute status, and will restart aging as of "today."
Click the Save button.

Set Dispute Hold Expiration Days

In the listing, click the "Dispute Hold Expiration Days" parameter. The Dispute Hold Expiration Days setting screen appears.
In the Value field, enter a number of days between 2 and 180 that will set the default expiration date of Dispute Holds. If a CSR does not manually settle the dispute hold, it will expire after this number of days.
Click the Save button.

Set Dispute Hold Override Maximum Days

In the listing, click the "Dispute Hold Expiration Override Maximum Days" parameter. The Dispute Hold Override Maximum Days setting screen appears.
In the Value field, enter a number that is greater than or equal to the value set with the "Dispute Hold Expiration Days" configuration parameter per the recommendation in the Description section. This represents the maximum number of days ascribed for a dispute. If this Value field was not previously set here or in the user interface, this field will be blank. If it had been previously set, the last value set will appear here.

Note: The value of the maximum hold days sets the maximum limit of number of days that can be set in the system when creating all Dispute Holds on individual unpaid invoices. Once activated, this Dispute Hold Maximum Days Override setting allows you to set custom end dates in the user interface on Dispute Holds that cannot exceed this set limit. See next procedure in this topic for details.

Click the Save button.