E.C. Responses
Name the power word
Is it a B.O.B.A
Customer Documentation
100
Agent who worked on representment notes states it is in the customer's favor, but they sent letter 100285 which made the case go in the merchant's favor. which one should I pay attention to?
If the merchant did not validate the transaction, you can continue the case.
100
(T_ _ _ _ Y_ _)
a polite expression of one's gratitude
Thank you
100
969327434B
Yes (no case note!)
100
Hello, Written case# 321482770B, customer documents. Customer was able to provide proof of delivery back to the merchant. Merchant docs state there is a 60 day return policy. Return was delivered on 05/09/26. This is within the 60 days. We can use this, yes? BAR 0042415764
Unfortunately, no this would not be enough to continue the case.
200
Is it okay for me to close a missing payment inquiry at customer request?
Referred to article:
Great Question! Your answer can be found in this article: https://discoverfinancial.sharepoint.com/sites/ContMgmtSystem/SitePages/Articles/Procedure.aspx?pgid=2453&url=https://discoverfinancial.sharepoint.com/sites/ContMgmtSystem/CSE by searching under the keyword: Payment Disputes. Hope this helps! Were there any other questions we could help with?
200
(U_ _ _ _ _ _ _ _ _)
to grasp the meaning of/ to feel sympathy for someone's feelings or situation
Understand
200
466427887B
Nope - Go Niki!!!
200
301396558B PM dispute
Does not support the reason code (does not show that her insurance paid for this bill)
300
Hi, I'm trying to dispute this charge but I'm getting the com.discovercard.cmdisputes.common.exception.DMSERRORException (1048043723)
The second was dup billing, but i'm getting that error.
Referred to Article:
It's likely because the first case is trying to address both charges under the DP reason code. you'll need to send a queue to billing error. https://discoverfinancial.sharepoint.com/sites/ContMgmtSystem/SitePages/Articles/Procedure.aspx?pgid=3200&url=https://discoverfinancial.sharepoint.com/sites/ContMgmtSystem/CSE keyword: all other system issues (initiation)
300
(W_ _ _ _ _ _ _ _)
unusually good: admirable (marvelous, astonishing)
Wonderful
300
Yes!
300
543199747P (Second doc)
Does not support the case. While it shows there is an issue with the order, we don't know the expected delivery timeframe or if this is still current.
400
392625443B working TRR see some previous notes that make me confused on the case do I complete this as the customer documentation recognizes, they returned the items, the transaction but states they completed case
Referred to article:
https://discoverfinancial.sharepoint.com/sites/ContMgmtSystem/SitePages/Articles/Procedure.aspx?pgid=2453&url=https://discoverfinancial.sharepoint.com/sites/ContMgmtSystem/CSE key words- Customer provides additional information to support new dispute reason and agents are pushing case forward. if merchant's response doesn't address the new reason code you'd change it to, then push it based on new info change reason
400
(Ap_ r _ _ _ _ _ e)
to value or admire highly/ to grasp the nature, worth, quality, or significance of
Appreciate
400
855892497B
Pass! Great job Lori!
400
948076318B RN2 - Customer purchased bangles, returned to the merchant to have them resized (at a cost).
E.C. escalated for review (which is great!) I would decline this P.A.
1. Tracking number cannot be linked specifically to this purchase (she paid the merchant for bangles and resizing
2. TBH this case sounds very close to an inconvenience
500
1037441743 cm wants to dispute hotel stay due to bug infestation , however cm did stay there the entire time . merchant advised they would refund 3 nights , is this something that they can dispute or would it fall under inconvenience - dirty room ??
Normally it would be a incon, however since a refund was promised this could be opened as a credit not received as long as the 10 days has passed
(do we agree?)
500
(G_ _ _ _)used as a generalized term of approval; of a kind characterized by relative largeness
Great!
500
806897856R
Nope - Awesome work Gretchen!
500
277952061B (Last doc)
Does not support: "For this case the customer will need to work with cart panda while they state the chargeback removed the funds from their account, the funds were returned to the Merchant when they represented. The Merchant will need to reach out to their credit card processor"