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Zelle case - transaction not reversed

Updated on June 20, 2022

The transaction not reversed case flow describes the scenario that a CSR uses when the customer- initiated transaction was not picked up by the recipient and the transaction has not been reversed and credited back to the customer's account who initiated transaction.

Pega Smart Dispute for Issuers

Usually, a transaction reversal may take up to 30 days from the original initiation date. When a case is filed within 30 days of the original transaction initiation, the CSR does initial triage to wait the case until 30 days before continuing with a check for a credit or proceeding for more research. When a case is filed 31 days after the original transaction, the system immediately looks for an offsetting credit. If a matching reversal is not found, the case is forwarded for research and final resolution.

Collect supplemental information

In the Collect supplemental information view, the customer selects I have another issue in the How can we assist you today? drop-down list. The customer is asked a series of questions to aid in resolving the error.

Customer interview
The customer selects Incomplete transaction not reversed dispute reason from the dropdown list.

In the Customer interview view, when the customer selects I initiated a transfer, the other party never received it & I didn't receive a credit in the Which of these best describes your issue? drop-down list. On submission, the system looks for a possible credit to offset the disputed transaction. A list of possible credited transactions is displayed in the Credited transaction list table.

The following figure shows the list of credited transactions in the Credited transaction list table.

Credited transaction list
The table displays the list of all credited transactions.

If a credit for the transaction has been found, then the case is resolved as Resolved-CreditFound. If no credit is found, then the case is routed from the CSR worklist to a Zelle_Research workbasket for additional review and resolution.

If a credit is not found, then the case is assigned to Zelle_research group for final case resolution.

Capture resolution details

In the Capture resolution details view, the back office determines the appropriate resolution after the research. If the transaction has not been reversed or picked up, the back office will refund the sender, that triggers accounting entries. If the transaction has been picked up or reversed, the case is resolved as Resolved-NoError.

The following figure shows an example of the Capture resolution details view.

Capture resolution details
If no credit transaction is identified, CSR refund the customer or resolve the case as no error.

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