Initial Investigation Guide
If the disputed transaction occurred more than 30 days from the 1st funding date this is considered as an __________________?
old account.
Cardholder was billed twice or more for a single transaction or merchant created two or more transaction receipts for a single transaction.
Charged Twice
True or False. Typically, we call members to gather more information relevant to the investigation, to verify unclear details, or to supply missing information.
True
It is when the Chime Member notified us of an error by telling us the merchant name, amount, transaction date and the error/possible error that occurred via Phone, Email or Chat. This is when the Reg E clock starts.
Verbal Notification also known as Initial Customer Contact Date (ICC)
______________________ are generally dispute types that are not covered by Regulation E. These are called merchant disputes.
Non-Reg E Claims
How many call attempt for <$100?
1 call attempt
Once you’ve identified the ICC date of the claim make sure to update __________________________ to reflect the correct ICC or Verbal Notification Date as this affects Reg E Timeframes.
Lean Adjustment Hub Reg Tab
This is when cardholder initially tendered his card as payment for the transaction, but then decided to use cash, check or other card for paying the transaction.
Paid by Other Means
True or False. We call merchants if we do not have enough information to determine if an error did or did not occur. We also call merchants to avoid a chargeback by seeing if the merchant can directly resolve the issue on their end (in the event of an error)
True
the requirements that must be meet before issuing a provisional credit.
✔Must be a Reg E Claim
✔Dispute must be reported on time
✔Member must send in Written Dispute within 10BD of filing
Member states that the merchandise received was damaged or defective.
Defective Merchandise
How many call attempt/s for >$500?
3 call attempts
Statements for the previous calendar month (first day up to the last business day) are made available on the _______ of each month.
5th
Member states they purchase something, but it was different from what they are expecting.
Merchandise/Service Not As Described
How many call attempt/s for member call out?
Must attempt to call at least twice