Clients contact our offices to inquire on the status of a previously reported transaction dispute or to provide a missing signature or other supporting documents to support the transaction dispute.

When clients contact our offices about previously reported dispute items, do the following:  

1.  Click the Centrix Dispute icon located on your desktop.
   
   
2. If you cannot access Centrix, enter a dispute manually.
3. Click Dispute Search.
4. Enter client account number, customer name or Tax ID.
5. Click Search.
6. Click on the client information that displays.
7. Click on the appropriate dispute record.
8. If the error resolution requires a signature, do the following:
   1. Obtain the client's signature on the error resolution.  
   2. Scan and email the error resolution to yourself as a PDF.
9. Scan and email any supporting documents to yourself as PDFs. 
10. Save the supporting documents to your computer using the following format: Client Last Name_Account Number_Date (xx.xx.xx). For example: Jones_1234567891_01.01.15. 
11. To attach supporting documents in the Centrix Dispute Tracking system, do the following: 
    1. Scroll down to the Attachments section and click Add.
    2. Click Browse to choose supporting documents to upload.
    3. Click Apply to Entire Dispute.
12. Once complete, save the dispute and submit to the Transactional Risk & Fraud department.