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Real-World Example

Jane’s account can move from New Offers to Pending Creditor Response, then to Final Step to Close Deal, then to Payment Plans, and eventually Paid Accounts. These movements should be treated as product rules, not just labels in a tab list.

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Visual Flow

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How It Should Work

  • It should keep status names, My Accounts tabs, and allowed actions aligned.
  • It should update status only through flows that understand negotiation, payment, notice response, and cancellation rules.
  • It should make every new status visible in docs, tests, and navigation if it changes the consumer experience.
  • It should normalize old or internal status query values to the tab the consumer sees today.

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How It Should Not Work

  • It should not treat statuses as display-only text.
  • It should not add a new status without deciding which tab owns it.
  • It should not allow actions from a previous status after the account has moved forward or closed.

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Status Ownership Edge Cases

Returned notice responses are not normal declined negotiations. They belong in Notice Responses, can show returned-by-YN or returned-by-sender copy, and must stay out of the Declined / Closed Negotiations tab.

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Account Expiration

An account expiration date defines the final date that an account may remain available for consumer self-service. The platform must always use the most recently saved expiration date. An account may expire when it is Delivered, Viewed, or in Expired Negotiation status and has no protected resolution activity. Expiration must be blocked while the account has:
  • An active negotiation.
  • A scheduled settlement.
  • An active payment plan.
  • Active payment or resolution activity.
When an eligible account reaches its expiration date, the account closes, leaves active consumer access, and remains available in reporting and audit history. Updating the expiration date must update consumer availability and future expiration processing consistently.

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Unactivated Agreements

An accepted settlement or payment-plan agreement is not active until the consumer completes the required payment-method setup.
  • If setup is not completed before the activation deadline, the negotiation expires.
  • If the account has also reached its expiration date, normal account-expiration rules close it.
  • If the account remains eligible for self-service, it returns to New Offers and uses the current eligible offer.
  • An expired, unactivated agreement must not create an active payment plan, scheduled settlement, or payment activity.
Last modified on July 30, 2026