Trans Codes
Matching Adjustment
056
Job Aid: 36855
Customer is expecting a credit from merchant since he never received his order. Customer has the proof of order number and the details that the order was supposed to be delivered 2 weeks ago....
Merchandise Not Received
What prefab is used when funds need to be returned to the merchant?
DPS Funds Disbursement
Job Aid: 37509
What system is used to reroute ACH Deposits?
Eserve
Job Aid: 37823
True or False:
Banker calls in and states that customer is a "known client".. is this a valid level of authentication?
True
Job Aid: 36768
ATM Purchase
513
Job Aid: 36855
Customer signed up for a promotional period and was never notified/aware that he would get charged again...
Misrepresentation
Katherine filed a claim because she did not receive her merchandise, but Katherine’s claim was denied due to merchant providing supporting documents... what are some of the documents merchant provided?
Customer's signature on pick-up form
Evidence (email or photographs) proof that customer received or is using merchandise
Job Aid: 66960
After filing an unauthorized ACH claim for customer, what should the customer be advised to do?
Step inside branch to change account number
Job Aid: 37410
This six-digit code is used between internal employees
Connect Us
Job Aid: 36952
Who handles trans code 761?
Chase Online
Job Aid: 37412
Customer made a check deposit for $100 but was only credited $1
Deposit Posting Error
When can we reassert a claim?
Customer has new additional supporting information not previously disclosed to Chase that strengthens their dispute
Based on specialist review, claim denied in error or customer debited in error
Job Aid: 37555
Who do we contact when customer initiates claim day after credit schedule to post?
COSC; can only reroute funds when restricted, closed, or charged off account that received funds is a match to customer calling regarding missing ACH deposit
Job Article: 37823
Specialist filed for the wrong amount and realized once she was done with the claim, she will now have to mark as duplicate and refile correctly since its still pending.... what template should be pasted on BOTH claims?
REFER TO NEW CLAIM #:
Original CLAIM #:
REASON CLOSED:
Pin-Based Cash Back Transaction
515
Job Aid: 36855
Customer is calling in about unauthorized charges on account using debit card that was shipped/issued 2 weeks prior...
Non-receipt of card
Job Aid: 65782
True or False:
Do we send an IRD for non-negotiable items?
False; Adjustment reasons of ATM over or ATM under are to correct check amount; check won't be returned to customer
Job Aid: 37412
For an ACH transaction, customer did not receive services that they paid for..
Billing Dispute
Job Aid: 74354
How do you track ATM deposit rejects for matching adjustments?
Obtain CCS Adjustment reference number Matching Adjustment List located at bottom of customer page in CCS
Job Aid: 37412
When do we generate a new pin? Which four transaction codes?
When lost/stolen card claim is reported and a transaction was a PIN based.
500; 502; 515; 543
Customer had car worked on by mechanic but services were not done correctly. CH took car to another shop who fixed the problem..
Bonus: What document(s) does customer need to fax in?
Defective or Damaged; Second Opinion Letter is needed, with an official letterhead from 2nd merchant
Job Aid: 65782
What are the 2 different prefabs used to send customer claim denial documents?
PH - **Reg E Denial Document Request
PH - **VISA Representment Document Request
True or False:
The statement of dispute letter will not be sent automatically if claim has 30/60 day flag on it
True; after 30/60 day, letter needs to be manually sent
Job Aid: 37410
When can we request for an IRD (Reprint Request Document) ?
Address is different than what is on file or no longer living at address on file; Improper endorsement/Multi payee missing endorsement/Missing endorsement; Did not receive legal copy after 10 business days
Job Aid: 37412