Written Statement for Unauthorized Debit (WSUD) Troubleshooting

This reference topic provides troubleshooting topics for common issues in the Written Statement for Unauthorized Debit (WSUD) process. This includes customer signature activities, email notifications, and document verification tasks.

Additional troubleshooting information

For the Written Statement for Unauthorized Debit playbook activity for ACH disputes:

• The sn_doc_processor.external_user role is added to sn_bom.customer and sn_bom.consumer, enabling customers and consumers to view and electronically sign WSUD documents through the portal.
• The sn_doc_processor.agent role is added to sn_bom_credit_card.dispute_agent and sn_bom_credit_card.dispute_agent_connector, allowing dispute agents and connectors to verify and manage WSUD documents during case review.
• When transactions are modified in the Review lane, the WSUD document is automatically regenerated and a new e-signature link is sent to the customer when the required conditions are met.

• If the dispute reason code is changed to one that doesn't require a WSUD, the associated Document Verification task created during intake is automatically canceled.

• Customer Signature Required activity not displaying or WSUD verification task not getting generated
  This reference topic provides troubleshooting steps to resolve the Customer Signature Required activity not appearing in the playbook. It also resolves the Written Statement for Unauthorized Debit (WSUD) document verification task not being generated.

• WSUD signing email not sent to customer
  This reference topic provides troubleshooting steps to resolve a Written Statement for Unauthorized Debit (WSUD) not being emailed to a customer during ACH dispute intake.
• Unable to sign or submit the WSUD document
  This reference topic provides troubleshooting steps to resolve a customer or contact being unable to sign or submit the Written Statement for Unauthorized Debit (WSUD) document.
• Upload Document button appears instead of Sign Document button in the WSUD document verification task
  This reference topic provides troubleshooting steps to resolve a customer or contact seeing the Upload Document button instead of the Sign Document button in the Customer signature required playbook activity. This activity is for the Written Statement for Unauthorized Debit (WSUD) document verification task.

Parent Topic:Dispute management reference

Related topics

About dispute intake

Integrating with Document Processor