Billing Assistance Base Document
Dispute Self-Service on Account Center Procedure
Merchant Response & IN Dispute
Resolution-Chargeback through Arbitration Procedures
Other things related to cases
100

What is a copy request?

A copy of request is simply a request for a copy of the receipt for a transaction.  It is not a dispute.

100

What disputes cannot be opened online? 

  • The following types of disputes cannot be initiated on discover.com.
    • Balance Transfer
    • Protection Product
    • Cash advance
    • Payment disputes (select types)
100

What do you do if a case was opened and it should not have been (maybe inconvenience, in person, pay at the pump, etc)?

- Check for a refund

- Otherwise, select 'Notify Cardmember of Merchant Response' and send the 100230 letter in DCDS. 

100
How do you push to chargeback? 
  • Select ‘Initiate Chargeback’ from the Action Tab of the DCDS Dispute Case
  • DCDS will send the appropriate letter
  • Select ‘Complete’ from the DCDS Worklist
100

What do you do with error codes 3000.22 and 108.1?

Option 1 – Type in the case notes instead of copy/paste from excel/word.
 

Option 2 – Copy pre-formatted cases notes from excel/word into notepad/OneNote.  Copy case notes from notepad/OneNote to DCDS.

200

What things should a dispute not be initiated for?

  • Currency conversions (international transactions)
  • Shipping costs
  • Taxes
  • Transactions that were not made with a Discover card
  • Inconvenience
  • 3rd party Scams
200

True or False: Customers cannot upload their supporting documentation on a mobile device. 

True: 

  • Customers can upload documentation to support their dispute case (e.g., receipts, credit slips, proof of delivery, etc.) through a desktop or laptop computer- not a mobile device.
200

What is considered an Invalid Response? 

the merchant response and determine if the customer's name and billing address are different than the account

200

What if the merchant told us in the documentation they gave a full refund but it was for a gift card to their store? 

Ensure the applicable resolution letter has been sent (100210 Discover account credit or 100218 for store credit, check, gift card, etc. ) and the temporary credit has been removed.

200

How long does a merchant have to respond to a TRR/Chargeback? 

about 30 days

300

What is a TRR?

The TRR dispute notice is used to notify the merchant when a customer has a dispute but does not have documentation or other specific information to initially support a Chargeback. Ticket Retrieval Request (TRR)

300

What are the steps to open a case online?

1. Go to discover.com

2. Locate the transactions to dispute 

  • Click Activity & Statements underneath 'Activity'  

3. Click on the transaction and the Transaction Detail information will display on the right-hand side of the page.

  • This gives additional information about the transaction, approval code, transaction date, merchant details, etc

4. Click on Don't Recognize this Transaction (located at the bottom of the Transaction Detail section information) to access the Disputes pages.

  •  If the system identifies credits issued by the merchant which could resolve the dispute, the customer will be prompted to review these credits before proceeding to dispute initiation

5. Customers will be asked questions to see if it can be opened online or not

  

300

What are the hateful 8? 

Card number, Customers first and last name, Merchant's name and location, Total amount, CID, Authorization code, date, and Quantity/description

300

What do you do if the merchant gave a full refund to the card? 

- Send the 210 letter

- Check for any interest

300

What will the statement show if the case is a TRR?

Temporary Credit

400

What is chargeback?

A Chargeback dispute notice is used when the customer has provided documentation or other specific information to support the dispute, (e.g., copy of credit slip, cancellation confirmation letter/e-mail, proof of return such as delivery information, copy of contract, etc.).

400

Where can the customer go to see the progress of their case online? 

The Disputes page can be accessed in two ways:

  1. Click the "Help" icon then click "Help Center", and click on the "View My Disputes" link under the section "Visit Dispute Center".

    or
     
  2. Click on the "Security" tab in the navigation bar and click the "Disputes" link.
400

What do you do for an invalid response? 

1. Call the customer (if it is not too early or late)

 - If too early/late, queue to billing follow-up

2. If no contact was made, notate the case and send email to BillingLetterRequest@discover.com to print Orion letter 100618, along with the merchant response and mail it to the customer.  Include the account key, case number, and pages to print. 

3. If contact was made, ask questions on the invalid information. If cm is okay with it, validate it; if not, send to CPS. If CM still wants to dispute but change the code, goes to BAR. 

400

What actions do you take if the merchant gives a partial refund but does not explain why? 

  • (you are unable to determine why the dispute amount is different or are unsure the merchant credit is for the dispute transaction due to multiple transactions/disputes or credit amount is different than amount disputed)
    • Send 100210 letter and initiate a chargeback for difference in the amount.
      • For DNR cases, change the dispute reason to RG (Non-Receipt) to initiate a chargeback. 
400

What do you do with the 25.2 error? 

  • For dispute cases that should be initiated, change the dispute reason to RG and use the current date for initiation.

  • For Chip based transactions, a DNR chargeback cannot be raised. Follow the below handling for these cases.  

  • These transactions should have not been disputed as a DNR reason code (Refer Dispute Initiation Procedures.

  • Send 100230 letter through DCDS. Update case notes that Chip based transactions can't be pushed further in the dispute process as DNR.

500

What are issuer disputes?

  • An Issuer Dispute notice is used on items such as payments, balance transfers and cash advance checks.
500

What are the requirements to uploads documents? 

  • Documentation can be submitted up to 6 months past the dispute initiation date. 

  • Acceptable image files only (JPG, GIF, PDF, PNG, BMP or TIF). JPEG and WORD files are not acceptable.

  • A maximum number of files can be uploaded per dispute case based on the file type (generally 10 files). A message will display if the customer has uploaded the maximum number of files allowed. 

  • Uploaded individual files are limited to 3MB.

  • The file name  cannot contain a space, dash, or other special characters

500

What if you received the case and there is no documentation? 

  • Redeliver the work item for 5 days
  • If no documentation is received after 5 days, use the handling for moving the case forward depending on the stage of the dispute 
500

What if the merchant says they are sending a refund and we just got their documentation 5 days ago? 

  • Queue the case in DCDS for 7 days (after the merchant response date) to allow time for merchant credit to post.
    • If the merchant credit does not post after 7 days, queue the case in DCDS for an additional 8 days, then initiate chargeback if credit does not post.
500

What will the statement show for a case that goes to chargeback? 

Credit is posted as "An Adjustment To Your Account"

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