Banking 101
These are financial institutions that provide card network payment cards to consumers.
What is a Card Issuer?
It is a claim made by a cardholder regarding a purchase or transaction posted on their payment card which they believe should be reimbursed in full or in part to the merchant.
What is dispute?
This should be always selected when an Intake is using C-Agent to enter, view, or decision dispute transactions on either a physical or virtual card that is accessible from the Card Summary tab.
What is a Supplementary Card?
This is a variable rate VISA credit card issued by WSFS Bank.
What is a Unicorn Card?
This type of card functions like a disposable representative of a real card.
What is a virtual card?
This is when the cardholder initially tendered his card as payment for the transaction, but then decided to use cash, check or other card for paying the transaction.
What is Paid by Other Means?
Over the course of intake or processing a customer dispute call, if a complaint is made by the customer at any point in time, this complaints macro should be utilized via Zendesk.
What is a Card Inquiry::Escalated Complaint Caller?
A mobile app-based financial wellness focused service combined with an FDIC insured digital deposit account issued by WSFS Bank.
What is a cred.ai app?
This is the process through which a merchant obtains permission from a customer's card issuing bank to accept the card for payment.
What is authorization?
This happens when cardholder acknowledged participation in transaction for which goods were returned or cancelled but credits has not appeared on customer's Account.
What is Credit Not Posted?
This macro is utilized by L1 Agent when working on a Credit Card disputes.
What is L1 Disputes::Credit Card Transaction Dispute?
This is the customers' total card account that rolls up the physical card and stealth cards underneath it.
What is a Primary Card?
This term is used to refer to the number of funds that are transferred to the merchant from the acquirer for the specific amount of the sale for the acceptance of the card transaction.
What is settlement?
"I never authorize the first charge from Walmart, it should be only $19.99. There should be no $23.50 charge from them, both were debited the same day." Based on the cardholder's statement, what should be the dispute reason?
What is a Duplicate or Double Charge?
This macro is utilized by L1 Agent when working on ACH (Reg E) disputes.
What is L1 Disputes::ACH Fraud/Dispute?
This is a traditional credit card sent via US Mail for use at brick and mortar locations and with trusted online/in-app merchants.
What is a physical or plastic cards?
This type of transactions consist of buying and selling of products or services over electronic systems such as the Internet, mobile apps, and conversational commerce via live chat, chat bots, and voice assistants.
What is an online transactions or card-absent transactions?
Andrew swiped his card at Dakasi but the transaction got declined, so he just left the store. At home, he saw his statement that there was a charge of $11.50 from Dakasi today and that he is expecting a refund from the merchant. What should be the dispute reason?
What is Cancellation?
These are the three necessary steps for L1 Agent to complete before transferring the call over to Phone Dispute Team.
What are these steps: authenticate the customer, determine if the transaction being disputed is a Credit Card transaction dispute or an ACH transaction dispute, and identify if the transaction being disputed is already posted on CH's account.
This is the parent company of cred.ai and Unicorn Card that can be used independently or together.
What is CRED Technologies?