Disputes
When the debtor contests a charge — "I already paid", "I don't recognize this", "the amount is wrong" — continuing to collect is the worst possible move opening a dispute pauses the collection rule instantly and freezes every pending send, before any analysis.
Resolution
Resolving a dispute means answering two questions: is the debtor right? (decision) and what to do with the charge? (effect). The dispute screen asks for both, plus a written, reasoned decision — mandatory, because it goes into the audit trail.