Refresh Knowledge
What is the most important piece to opening a (AW) Alteration of Amount
Make sure we understand how much the cardholder is seeking from the merchant clearly, as making a mistake could lead to policy adjustment for agent mishandling
Name the 5 different indicators a transaction should go to CPS and not Billing
What are
When using BFUQ what is important when delivering to the queue inbox for a cancellation RN2 dispute
What is deliver on the 11th or 16th day?
What is the recommended call flow for a successful DNR inquiry
What is acknowledge the emotion>probe to find out if card is missing (ruling out fraud checklist), if anyone in household made charge, over $500 or multiple unrecognized charges>review charge details through more details in Orion and then google (if needed) for more information>refer the merchant as the fastest, easiest option to find out information if charge is still unrecognized?
In what document tells you the timeframes for each stage of dispute for internal use only
What is Dispute Resolution Appeals Procedure? CTRL + F "timeframe" gets you to the section
What additional information should be included in the text field of a BFUQ for a Duplicate
What is
- Amount of other charge
- Date of other charge
-Which is correct charge (untrue duplicate)?
Found in Billing Follow-Up Queue Job Aid
What is the #1 piece of information that needs included in case notes?
What is to notate if the case is not initiated by the PCM, it needs to be notated who and what relationship initiated the case, i.e. AU John initiated case. Found in
DCDS Case Notes Job Aid
How long do pending transactions display for on the account center
5 days? Found in Account Center Base Document
When queuing to the BFUQ name the requirements needed to be compliant
What is 1. "add text to memos" when queuing 2. use 1 of the 8 listed subjects lines 3.copy & paste the text field from the article template 4.fill out those appropriate fields?
Found in Billing Follow-Up Queue Job Aid
We can only initiate a dispute for RM counterfeit merchandise if what
What is Counterfeit only applies if the customer has received documentation or other compelling evidence from customer protection agency, law enforcement authority, comparable agency or certified specialist that the goods are counterfeit? Found in Dispute Initiation Procedure
True or False: CM's that have transactions they want to dispute on a closed account/fraud status/Lost stolen can upload documentation to the account center through laptop or desktop computer
False? They cannot. They have the option to mail or fax in their documentation. Found in Dispute Self-Service on Account Center Procedure section "sending supporting documentation"
What is to review if system adjusted any fees, delinquencies, interest that may have occurred due to the misposted payment after 2 days from the transfer? Found in Billing Follow-Up Queue Job Aid
Found in Payment Dispute Procedures
What article tells us what jargon should be stated to the cm regarding disputes and reminds us to not discuss proactively timeframes
What is the Billing Assistance Base Doc? section "Communicating with Customers"
True or False: You cannot advise a AU/TP that they can see the status of the dispute and other info on the account center
True? Found in Account Center Procedures Authorized User/Third -Party Guidelines
Out of the 9 reasons to use the Billing Follow Up Queue (BFUQ) name 4
What are: