BO Process
The term that should now be used throughout the documentation instead of “cardholder” to generalize references.
User
This POS Entry Mode typically indicates that the PAN is obtained through a system that captures card details remotely, often during a card-not-present transaction. (Can include Mobile wallet) 3DS verified
POS 81
What is the chargeback threshold for Maestro cases?
10 USD
How many days does a user have to provide a WSUD?
The user is given 8 business days to reply with the WSUD
Acquirer
In Review Credit Voucher Process, when the merchant offers a credit voucher to resolve the dispute what should be the next step?
Select Yes – to accept the voucher
How many days does a cardholder have to submit an appeal?
Appeals must be received within 30 days of the dispute denial notification date.
Name at least two (2) information that needs to be redacted when sending any documentation to a user.
SSN
Financial Account Numbers
Full Drivers License Number
Full Card Number
DOB
This is also known as the issuer.
This is Branch
What type of Branch Card
Branch Instant Card as mag stripe transaction as as these cards do not have Chip enabled technology.
In changes to Complaints in QFD process, what required filled was added on the form?
Added a new required BPO field (Ubiquity or DRE) to match the form
Transactions with Network or Acquirer Network 0017 means?
the transactions are under PULSE network
What does WSUD stands for?
Written Statement of Unauthorized Debit
What are the POS Identifier for a Mobile Wallet Transactions?
POS 7 and 81
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What QFD denial should the agent used if the user claims the dispute was unauthorized after originally filing a consumer or processing error dispute by phone, or the original dispute included descriptive information showing the transaction was authorized.
Appeal – Unable to Reclassify
Transactions with Network or Acquirer Network 0016 means?
the transactions are under Maestro network
For ACH Transactions, Any transactions that are older than ____ can be declined due to being past time frame.
older than 90 days
Merchant documents do not sufficiently refute the user's claim. The user is still due the funds and you want to challenge the merchant further. What process is this?
Send to Pre-Arbitration
TRUE or FALSE:
Mobile Wallet transactions on an NRI claim are not automatically invalid. The card being added to a digital wallet does not rule out ATO. You must complete the Mobile Wallet investigation before deciding the claim.
TRUE
In Chargeback Status Conflicts, If the new claim is filed as an Authorization dispute while the original claim is already in chargeback status and the the charge is not eligible for 4808 chargeback, what is the next step?
Continue investigating the new claim under its own dispute reason code.
This assignment is generated when the Acquirer does not fully resolve the claim when an alt network chargeback has been filed. The agent will determine the next course of action by selecting one of the following options: Accept, Accept Partial, or Decline.
Review Alt Network Chargeback Response
Which networks does QFD not automatically file a chargeback for?
Maestro and Pulse
Is the disputed transaction Past Time Frame if the transaction date is 3/15/2025 and the notification date is 6/1/2025 (business account)?
Yes, the cardholder should have reported the dispute on or before 5/14/2025.
What Unauthorized denials that can be use as single evidence for both Business Account and Consumer Account?
Chip and Contactless Transactions and PIN Present