Random
Can we dispute fee's such as BT fee's convenience fees, etc and what is the name of the link'd article
What is no and balance transfer disputes procedure - billing assistance
What case note should be placed if the merchant issued a partial refund and does not explain why?
What is Working (enter queue type). Merchant issued credit of (partial amount) on (date). Merchant response does not explain reason for a partial refund. Continued case into next dispute stage for difference. Sent letter (enter letter number)
Customer does not recognize charge is this reason code
What is DNR
A merchant number must be [blank] digits long for a stop pay to apply
What is 15
True or false: Cash payments cannot be dispute
What is true
These are required in DCDS any time a dispute is reviewed and/or actioned
What are Case Notes
These are the hours when an outbound call can be made
What is Monday-Sunday 8am to 9pm based on the customers time zone
What is the maximum duration stop pays are limited to
What is Six Months
ACH, CTC check, Online payment, Directpay, Western union, and Wire payments can be initiated on this day
What is the 4th calendar day
If a merchant credit posted, what letter has to be sent and what link'd doc is that in?
What is letter 100210 (merchant issued credit; temporary credit reversed) and reviewing for merchant credit procedure - billing disputes
This is the first stage of the dispute process
What is Ticket Retrieval Request
What should you do if the merchant response does not address the dispute reason while working written
What is Continue dispute to the next stage
This letter is automatically sent when a stop pay is created
What is Letter 100710
What do you do if payment is made on a new account prior to account cycle date and customer wants to dispute payment?
What is explain we cannot initiate dispute until account cycles, provide customer cycle date, and advise to call back if payment has not posted by this date
If the merchant response states refund was issued (or will be issued) and has not posted , whats the next step?
What is redeliver case for 10 days (15 calendar days for recurring billing) from the date the merchant stated the credit was issued
What does DCDS stand for?
What is Discover Card Dispute System
Merchant issues a partial refund without explaining why full credit was not issued
What is Initiate a chargeback
Stop pay button may not be available for these depending on how the merchant processed the transaction
What are International Transactions
This many letters has to be sent when moving a payment for a non-fraud account
What is Two
Sent letter 100517 on the account where the payment originally posted
Send letter 100225 on the account where payment is being transferred
Should we review this case for interest?
What is No
What case note is to be used for inconvenient disputes?
What is Working (enter queue type). Dispute case should not have been created. (Identify why: Does Not Recognize on Chip Read sale, Pay at Pump, Protect Buy, Apple Pay, Google Pay, Samsung Pay or Inconvenience dispute). Sent 100230 letter to resolve. Dispute reason is Inconvenience
If the interest charges to adjust field is negative then you would queue to what queue type and include what
What is the billing follow up queue. What are the Subject line, Transaction information, Dispute case number, and Amount.
What are the steps to cancel a stop pay?
What is Access stop pay screen > select applicable transaction > click expire and read legally required talking points displayed > click ok
True or False
You should initiate a payment dispute on the Lost/Stolen account
What is False