# When Disputes Cannot Be Initiated

There are specific situations where disputes **cannot be initiated or must be paused** due to legal, compliance, or process limitations. When the entire file cannot be worked on, the sales team should be able to inform the client and refer them to alternative assistance. If a particular account cannot be disputed, the CSR team should inform the dispute team accordingly to halt any disputes on the relevant accounts.

## Non-Disputable Scenarios

### Entire Report

<table id="bkmrk-scenario-reason-clie" style="width: 100%; border-collapse: collapse; margin: 20px 0;"><thead><tr><th style="background: #2b386d; color: #ffffff; padding: 12px; text-align: left;">Scenario</th><th style="background: #2b386d; color: #ffffff; padding: 12px; text-align: left;">Reason</th><th style="background: #2b386d; color: #ffffff; padding: 12px; text-align: left;">Client-Facing Guidance</th></tr></thead><tbody><tr><td style="padding: 10px; border: 1px solid #ddd;">Active Bankruptcy (Not Yet Discharged)</td><td style="padding: 10px; border: 1px solid #ddd;">Accounts are under court jurisdiction, and disputing may interfere with legal proceedings.

</td><td style="padding: 10px; border: 1px solid #ddd;">- Advise the client to wait until the bankruptcy is officially discharged
- Reassess the file after discharge for potential dispute opportunities

</td></tr><tr><td style="padding: 10px; border: 1px solid #ddd;">Debt Consolidation / Debt Management Programs (Ongoing, Incomplete)</td><td style="padding: 10px; border: 1px solid #ddd;">Accounts are already being actively managed and negotiated with creditors

</td><td style="padding: 10px; border: 1px solid #ddd;">- Advise client to complete or exit the program before resuming disputes

</td></tr></tbody></table>

### Account Only

<table id="bkmrk-scenario-reason-clie-1" style="width: 100%; border-collapse: collapse; margin: 20px 0;"><thead><tr><th style="background: rgb(43, 56, 109); color: rgb(255, 255, 255); padding: 12px; text-align: left; width: 33.3651%;">Scenario</th><th style="background: rgb(43, 56, 109); color: rgb(255, 255, 255); padding: 12px; text-align: left; width: 33.3651%;">Reason</th><th style="background: rgb(43, 56, 109); color: rgb(255, 255, 255); padding: 12px; text-align: left; width: 33.3651%;">Client-Facing Guidance</th></tr></thead><tbody><tr><td style="padding: 10px; border: 1px solid rgb(221, 221, 221); width: 33.3651%;">Pay-for-Delete (PFD) in Progress</td><td style="padding: 10px; border: 1px solid rgb(221, 221, 221); width: 33.3651%;">Disputing may interfere with the agreement and risk reversal

</td><td style="padding: 10px; border: 1px solid rgb(221, 221, 221); width: 33.3651%;">- Recommend to the client that they should settle the payment first, and we will exclude it in the disputes because the expectation is it will be removed by the creditor.

**IF:** If client has already paid, but account still reflects on report

**Policy:**  
Disputes may proceed **only after documentation is provided**

**Required Documentation:**

- Proof of payment
- Any written agreement (if available)

**CSR Action:**

- Request documentation
- Submit for dispute review once verified

</td></tr><tr><td style="padding: 10px; border: 1px solid rgb(221, 221, 221); width: 33.3651%;">Accounts in Legal Proceedings (Served)</td><td style="padding: 10px; border: 1px solid rgb(221, 221, 221); width: 33.3651%;">The matter is already under legal jurisdiction

</td><td style="padding: 10px; border: 1px solid rgb(221, 221, 221); width: 33.3651%;">- Communicate directly with the creditor or collection attorney
- Consider settlement options
- Consult a **consumer rights attorney**

</td></tr></tbody></table>

<div id="bkmrk-%F0%9F%92%A1-quick-start%3A-go-to" style="background: #f0f4ff; border-left: 5px solid #2b386d; padding: 16px 20px; margin: 16px 0;">**💡 Quick Tips:**- Do **not** attempt to bypass these scenarios through dispute submission
- Always document the reason in the GoHighLevel notes or in "Additional Information" on DisputeFox for active clients
- For active clients, notify the Dispute Team as needed through the Whatsapp group chat
- Position the restriction as **process and compliance-based**, not refusal of service
- Reassure the client that we can **re-engage once the situation changes**

</div>