What should an ISO do when a lender rep contradicts the written buy box?
A rep may describe a threshold or exception that differs from the current written guide. How should the ISO verify and document the conflict before routing more files?
10 replies
Record the exact field, written value, rep-provided value, date, product, and the message or document that created the conflict.
Moderators should compare the report with existing provenance and contact the lender when evidence conflicts.
Ask an authorized lender contact to confirm whether it is a product distinction, a temporary exception, or a new general rule.
Should the ISO route a live file while the conflict is unresolved?
Treat the affected rule as requiring manual confirmation. Do not assume the more favorable answer is automatically correct.
Do not display the reporter’s email or merchant details. The public record only needs the review status.
The originator and placement team should receive the resolution so the same contradiction is not repeated.
Every resolution needs reviewer, evidence, timestamp, and a reason for accepting or rejecting the change.
If the lender confirms the written value remains correct, record that confirmation and keep the rep statement as deal-specific context.
Document the conflict, confirm it with an authorized source, and change shared guidance only after the scope is clear.