Cancel Dispute Claim Request
What's the first step of Canceling a Dispute Claim?
Probe to uncover cancel reason
When there is a credit already on the account for the transaction that is to be disputed, what do we do?
Advise there is a credit already and end the call
What is the first step for Third Party Scam Inquiries?
PROBE to uncover AH's situation
What is the first step for Zelle Inquiries?
Probe to uncover situation
What is the first step for OBW Inquiries?
Probe to uncover situation
Where do you go to cancel a dispute claim?
Almanac
What are the talking points we must go over at the end of every dispute initiation call?
Dispute has been forwarded for additional research, investigation timeframe, provisional credit timeframe, written communication
What is one of the first questions we should ask the AH?
Who pressed the button to send the funds?
What do we access to see Zelle transaction information?
CST
What do we ask if the OBW is not fraud?
Have you ever sent funds to this EFI before? Have you contacted this EFI? If yes, what did they advise?
Where do you have to go to close the SR?
Finacle
When transactions are recurring and non-fraud, what do we offer?
Stop Payment
What procedure do you go to if the AH provided the scammer account info or personal info?
Confirmed Fraud Handling Procedure
Where do we find the Email Template for Zelle Inquiries?
Deposits BIRD Sharepoint
What do we update if the transaction is fraud?
Wire Claim and Recovery Tracker in BIRD Sharepoint
Where do you go to cancel a Missing Direct Deposit claim?
Missing Direct Deposit Tracker and update
If account activity follows the Apple Cash/Cash App/Square Cash trends or ATM and POS with Cash trends, what do we advise?
Records show debit card was received, unable to issue replacement debit card at this time
What do we advise and AH with a Third Party Scan Inquiry?
Avoid scams by not providing account information when uncertain of who you're speaking to (especially if caller contacts you), visit the DB website Help and Resources page for latest tips to avoid scams, report scam to local state authorities to file police report
How would you proceed if a full credit was applied and it was not a fraud or scam?
Advise of credit and end call
What do we update if the transaction is International and Non-Fraud?
International Wire Tracker in BIRD Sharepoint
Where do you go to cancel an International Wire claim?
International Wire Disputes Tracker and update
When the transaction is Non-Fraud and the AH is claiming funds were not received by specified P2P apps, and the transaction was processed per AH's instructions with correct amount and recipient, what do we advise?
The transaction was completed successfully per your instructions with no DB error, contact merchant to resolve error, end call
What procedure do we go to if the scam is related to an elderly or vulnerable adult?
Elder / Vulnerable Adult Abuse Enterprise Procedure
When can the transaction not be disputed?
When it's Zelle Out-Of-Network and No DB Error
What do we update if the transaction is Domestic and Non-Fraud?
LP Recall Trace Amendment Tracker in BIRD Sharepoint