Sonnet by Palinode

Module Features

The Palinode Sonnet Disputes module was designed to simplify the communication between an ACE web application and the Palinode Sonnet web service with regard to consumer disputes against accounts that are managed within ACE.

There are three main points of communication (or steps) that are supported by this module:

Step 1 - Loading New Disputes (from Palinode into ACE)
Step 2 - Reporting Account Information (from ACE into Palinode)
Step 3 - Loading Completed Disputes (from Palinode into ACE)

This module includes a job task which will be responsible for executing each step of communication. The task is named: “Disputes: Palinode Sonnet”.

The Dispute page will include sections to display the additional data provided by Palinode. See Usage Overview for additional information about these sections.

Multiple Disputes

The Disputes page will display a list of all dispute records which apply to the current account as well as a button to create a new one.

Multiple Accounts per Dispute

A single dispute record can apply to multiple accounts within a bundle. The Dispute page will allow you to select which accounts in the bundle apply to the dispute.

Image Displays Applying a Dispute Record to Multiple Accounts

Account Summary Dispute Indicators

The “DISPUTED” account summary indicator will display when there are any unresolved dispute records that apply to the current account and will provide a link to each one.

Image Displays Account Summary Dispute Indicator

The “DISPUTE RESOLVED” account summary indicator will display when all dispute records that apply to the current account have been resolved and will provide a link to each one.

A dispute record is considered resolved when it has been saved with a “Resolution Code” selected.

Credit Reporting

The most recently created, unresolved dispute record will be the one used for Metro2 reporting. If all disputes have been resolved, the most recently created resolved dispute record will be used.

Setup and Configuration

This module requires the “Palinode Sonnet Disputes” addon. A sales/support representative must apply the addon before the module can be used in ACE.

Configuration

A job task is available named: “Disputes: Palinode Sonnet”. This task contains all of the necessary properties to configure your ACE Palinode Sonnet integration.

Image Displays “Disputes: Palinode Sonnet” Job Task

Property	Type	Description
API Key	String	The API Key (Provided by Palinode) for authenticating your account
Import Data	Boolean	Whether or not to import data from Palinode (Step 1 and Step 3)
Import Flag	String	The account flag to use when importing data
Export Data	Boolean	Whether or not to export account data to Palinode (Step 2)
Export Flag	String	The account flag to look for when exporting data

Usage Overview

Each ACE customer will likely require different workflows for managing disputes. This module has been designed with that idea in mind and therefore intentionally leaves some parts of that workflow up to each individual customer to plan/design. Feel free to use the following instructions as a guideline, but customize your workflow according to your own needs.

Step 1 - New Disputes

To import new disputes from Palinode, use the “Disputes: Palinode Sonnet” job task. Make sure the “Import Data” checkbox is selected, and an “Import Flag” is entered (see Configuration). (Note: Import Data loads both new disputes and completed disputes)

Each Sonnet dispute will only be imported once, so the task can be scheduled to run as often as you like without causing duplicate dispute records in ACE.

There are several things that happen when a new Sonnet dispute is retrieved from Palinode.

We attempt to find the matching account in ACE (in the following order)
1. Account # matches the Debt ID
2. Account # matches the Customer Account Number
3. Account # matches the Client Account Number
4. Account # matches the Reference Number
5. Last Name, Date of Birth, and SSN all match
When a single match is found, a new dispute record is created for that account.
When no matches are found:
1. A response is sent back to Palinode, indicating the account wasn’t found.
2. A job log message is created, stating the Provider ID and Account # from the Sonnet record
When more than one match is found:
1. If all the accounts are in the same bundle, a new dispute record is created and each account is attached to the dispute record.
2. If the accounts span multiple bundles, no dispute record is created. Instead an account flag is created on each account. The flag identifier will be “[Import Flag]_AMBIGUOUS” using the “Import Flag” value defined in the job task.
  1. This flag can be used to identify the accounts using Logic Blocks and perform appropriate Flow Actions against them (e.g. send to a different worklist)
  2. For now these disputes would need to be managed manually. In the future, we may enhance this functionality by adding the ability to convert a standard dispute record into a Sonnet-based dispute record.
When a new dispute record is created:
1. An account flag will be added to each account attached to the dispute. The flag identifier will be the value specified in the job task (see Configuration).
2. The Sonnet data, received from Palinode, will display on the Dispute page.
3. If an image is available from from Palinode, it will be downloaded and added to the account as an Account Document.

Step 2 - Report Account Information

To export account information from ACE to Palinode, use the “Disputes: Palinode Sonnet” job task. Make sure the “Export Data” checkbox is selected, and an “Export Flag” is entered (see Configuration).

Any accounts that have been flagged with an identifier that matches the “Export Flag” in the job task will be sent to Palinode if possible.

IMPORTANT NOTES:

Accounts in ACE are not automatically flagged for export. This is to allow for workflows where a customer prefers to have an agent review/update the account before sending the the information to Palinode. If you prefer to automate the export flagging, you can use a Logic Block to find the accounts (using the “Import Flag”) and a Flow Action to create the export flag.
Palinode only accepts one single data export from ACE per Sonnet Dispute. This can get tricky when the dispute in ACE has multiple accounts attached to it. Therefore, it is recommended that, when flagging accounts for export, you flag only one of the accounts involved (e.g. the primary account).

The following data elements are sent to Palinode when an account is exported:

Name	Description
Provider ID	The Sonnet ID as originally provided from Palinode
Debtor Surname	The last name from the primary demographic
Debtor First Name	The first name from the primary demographic
Debtor Middle Name	The middle name from the primary demographic
Debtor Generation Code	The name suffix from the primary demographic
Debtor SSN	The SSN from the primary demographic
Debtor Date of Birth	The date of birth from the primary demographic
Debtor Phone Number	The home phone from primary demographic
Debtor Street Address	The address1 and address2 from the primary demographic
Debtor City	The city from the from primary demographic
Debtor State	The state from the primary demographic
Debtor Zip Code	The zip code from the primary demographic
Debtor Previous Street Address	The previous address1 from the primary demographic
Debtor Previous City	The previous city from the primary demographic
Debtor Previous State	The previous state from the primary demographic
Debtor Previous Zip Code	The previous zip code from the primary demographic
Debtor ECOA Code	“X” if deceased, “2” if non-primary demographic with “cosigner” checked, “1” otherwise
Date Opened	The assigned date from the account
Date Closed	(If the debt was cancelled) The cancel date from the cancel record
Actual Payment Amount	The last payment amount from the account (in whole dollars)
Date of Last Payment	The last pay date from the account
Current Balance	The current balance from the account
Date of Account	The assigned date from the account
FCRA Delinquency Date	The client delinquency date from the account
System Code	The status code from the account
Cancel Code	(If the debt was cancelled) The cancel code from the cancel record
Original Creditor name	The original creditor name from the account when exists, otherwise the client name
Credit Reporting Status Code	The credit bureau status code from the current status code of the account
Compliance Condition Code	The credit bureau dispute code from the current status code of the account
Associated Consumer Surname	The last name from non-primary demographic with “cosigner” checked
Associated Consumer First Name	The first name from non-primary demographic with “cosigner” checked
Associated Consumer Middle Name	The middle name from non-primary demographic with “cosigner” checked
Associated Consumer Gen. Code	The name suffix from non-primary demographic with “cosigner” checked
Associated Consumer SSN	The SSN from non-primary demographic with “cosigner” checked
Associated Consumer Date of Birth	The date of birth from non-primary demographic with “cosigner” checked
Associated Consumer Phone Number	The home phone from non-primary demographic with “cosigner” checked
Associated Consumer Address	The address1 and address2 from non-primary demographic with “cosigner” checked
Associated Consumer City	The city from non-primary demographic with “cosigner” checked
Associated Consumer State	The state from non-primary demographic with “cosigner” checked
Associated Consumer Zip Code	The zip code from non-primary demographic with “cosigner” checked
Custom Client Field 1	The custom client field 1 from the dispute
Custom Client Field 2	The custom client field 2 from the dispute
Custom Client Field 3	The custom client field 3 from the dispute
Custom Client Field 4	The custom client field 4 from the dispute
Custom Client Field 5	The custom client field 5 from the dispute
Custom Client Field 6	The custom client field 6 from the dispute
Custom Client Field 7	The custom client field 7 from the dispute
Custom Client Field 8	The custom client field 8 from the dispute
Custom Client Field 9	The custom client field 9 from the dispute
Custom Client Field 10	The custom client field 10 from the dispute

The only fields that can be modified by an agent/user are the ten “Custom Client” fields. These must filled out prior to exporting data to Palinode, when expecting those values to appear in Palinode. Those fields can be found on the Dispute page.

Step 3 - Loading Completed Disputes

To import completed disputes from Palinode, use the “Disputes: Palinode Sonnet” job task. Make sure the “Import Data” checkbox is selected, and an “Import Flag” is entered (see Configuration). (Note: Import Data loads both new disputes and completed disputes)

Each completed Sonnet dispute can only be imported once, so the task can be scheduled to run as often as you like without causing issues.

There are several things that happen when a completed Sonnet dispute is retrieved from Palinode.

We attempt to find the matching dispute record in ACE. The Provider ID is used to find the correct dispute record. There should always be a single match, since the Provider ID is unique.
If no matching dispute record is found, a job log message is generated, indicating the Provider ID and Account Number from Palinode. This should only occur if the dispute record in ACE was never originally created or had since been deleted.
When a matching record is found:
1. The data from Palinode is updated on the ACE dispute record and additional sections become available for viewing on the Dispute page.
2. An account flag is added to each account associated with the dispute. The flag identifier will be “[Import Flag]_COMPLETED” using the “Import Flag” value defined in the job task.
3. Additional account flags will be added to each account when Sonnet indicators are received from Palinode. These flags can be used to invoke additional flow actions in ACE as necessary.

Account Flag	Notification Type
SONNET_ATTORNEY_REP_IMAGE	When the user selects Attorney Rep Image
SONNET_CEASE_REP_IMAGE	When the user selects Cease Rep Image
SONNET_REGULATORY_REP_IMAGE	When the user selects Regulatory Rep Image
SONNET_REQUEST_ID_THEFT	When the user selects ID Theft Package
SONNET_MARK_CREDIT_BUREAU_REMOVED	When the Dispute Response Code used in the dispute response is 03
SONNET_MARK_CREDIT_BUREAU_DISPUTED	When the Dispute Response contains a Compliance Condition

Additional account flags will be added to each account when a notification type is received from Palinode. These flags can be used to invoke additional flow actions in ACE as necessary. The flag identifiers are made up of the notification type they represent.

Account Flag	Notification Type
SONNET_BLOCK_NOTIFICATION_TRADE	Block Notification Trade
SONNET_BLOCK_NOTIFICATION_ID	Block Notification ID
SONNET_DR_NOTIFICATION_TRADE	DR Notification Trade
SONNET_DR_NOTIFICATION_ID	DR Notification ID

The notification action will be added to the Misc 001 field on the flag.
1. When a Block Notification or DR notification is received, an account note will be generated, reflecting the details of such.
Additional account notes will be generated when certain Sonnet flags are received with the completed dispute data. Each of the following will result in an account note:
1. Request Signature Verification
2. Request Copy of Bill
3. Request Balance Verification
4. Request Driver License
5. Free Form Comment
6. Request for Client Info
7. Name & SSN Match
8. Different Info From CRA
9. AUD Update
10. Block Images Available
11. DR Images Available
12. Request Info Note
13. Image Attached
When the Sonnet dispute indicates that an image is attached. The image will be downloaded and added as an Account Document.

Additional Information

This module is intended to supplement, not to replace the dispute functionality as it currently exists in ACE.

While it is possible to automate much of the dispute management workflow, it is the responsibility of each customer to design a flow that works best for their company.

To view the Dispute API Call Library go to Help → API 2 Documentation.