Skip to main content

         This documentation site is for previous versions. Visit our new documentation site for current releases.      

Zelle case - wrong recipient

Updated on June 20, 2022

The wrong recipient case flow describes the scenarios that a CSR uses when a customer contacts their bank indicating money sent accidentally to a wrong person and want to know if there is any way to correct this. Usually, Zelle warns their customers that the amount sent to the receiver cannot be reversed. However, if the amount has not been utilized by the receiver, few banks attempt to reverse the transaction. This flow is primarily meant to be a means of recording the customer’s issue for a good faith attempt to research and resolve the error.

Pega Smart Dispute for Issuers
  1. On the Collect supplemental information view, the customer selects I have another issuein the How can we assist you today? drop-down list. Upon submission, the case proceeds to the screen.
  2. In the Customer interview view, when the customer selects I accidentally sent money to the wrong person as the dispute reason in the Which of these best describes your issue? drop-down list, the customer is then asked a series of questions for further research and resolution.
  3. If the customer responds with No to the Select whether transaction has been picked up? question, the CSR attempt to reverse the transaction and resolve the case as Resolved-Reversed.
    This may be modified based on bank policy and ability to reverse a transaction that has not been picked up.
  4. If the customer responds with Yes, then the CSR gathers information used in initiating the transaction. This will aid the CSR to resolve the issue for their customer with the recipient of the funds. When the user answers all the questions and submits the case, an email correspondence notification is sent to the actual recipient and the case is routed to the research workbasket.
  5. The case is routed from the CSR worklist to the Zelle_Research workbasket in the back office with an assignment of Review recipient response. The assignment has an SLA of 5 days, that can be modified by the bank. This allows courtesy time for the actual recipient to respond if they choose. If the SLA expires before the case is reviewed, it is resolved as Resolved-NoAction.
  6. When the case is reviewed before the SLA expires, on the Review recipient response view, the following resolution options are displayed:
    • If the recipient is willing to return the funds the case is resolved as Resolved-Returned
    • If the recipient is not willing to return the funds the case is resolved as Resolved-NoAction
    • If the recipient did not respond to the bank inquiry then case is resolved as Resolved-NoAction.
  7. Click Submit.

    Customer interview
    The questionnaire section and research flow for I accidentally sent money to the wrong person dispute reason is displayed on the Customer interview screen.

    Review recipent response
    The user selects an appropriate option as a recipient response to resolve the case.

Have a question? Get answers now.

Visit the Support Center to ask questions, engage in discussions, share ideas, and help others.

Did you find this content helpful?

Want to help us improve this content?

We'd prefer it if you saw us at our best. is not optimized for Internet Explorer. For the optimal experience, please use:

Close Deprecation Notice
Contact us