Internal—PCR Dispute Process (Leadership Only)

Overview

When the Primary Contact (Registrant) cannot update the request on their own, a PCR (Primary Contact Replacement) must be submitted by the Primary Contact/Domain Registrant.

After the PCR documentation is reviewed and valid, a notice is sent to the requesting party and current domain registrant to inform them that the change will take place in 24 business hours unless disputed.

After notice is sent, we may see contacts in support regarding a Pre-Dispute or a Post-Dispute. The differences are outlined below:

• PCR Pre-Dispute (Before Changes) - Notice is sent to both requestor and domain registrant to notify of the requested change. The current domain registrant responds with denial of the COR change within 24 business hours of the notice being sent.
   
• PCR Post-Dispute - (After Change) - Customer claims that the Primary Contact/Domain Registrant for the account was changed without authorization.

In this article, we will discuss: 

• Sample Scenario for Pre-Disputes
• Sample Scenario for Post-Disputes

Sample Scenario for Pre-Disputes

​​If the current primary/domain registrant is calling because they received an email stating that the requested update will be made in 24 business hours, and they want to dispute the changes from being made.

1. ​Reach out to the Team Chat Room ”Support/Processing Help” and let them know that the PCR Changes are being disputed. Then, provide them with the following information:
   1. ​Customer Name
   2. ​Phone Number
   3. ​Email Address
   4. ​Account Number
   5. ​ACR Ticket Number

Sample Scenario for Post-Disputes

​​When the former Primary/Domain Registrant is calling because the information was updated.

1. ​Reach out to the Abuse Team through their email ([email protected]) advising that the PCR updates are being disputed. Provide them with the following information:
   1. ​Customer Name
   2. ​Phone Number
   3. ​Email Address
   4. ​Account Number
   5. ​GSR Ticket Number