Meet Disputes
What's a Dispute?
A cardholder claims one or more transactions should be partially or fully reimbursed because of fraudulent activity, transaction error (by merchant or Member), or goods/services error
Member Profile tool
Admin
What ACH stands for..
Automated Clearing House
Non Chime Mail
if mm reaches out but the email address is not registered on his chime account
disagree with claim decision.
Offer documents
Regulation E
Federal Regulation E, also known as the Electronic Funds Transfer (EFT) Act protects consumers who experience electronic funds transfer errors and fraud.
O
is a security policy. It insures consumers who move money electronically against problems in the actual transfer of their funds. Reg E does not cover problems with merchandise/services.
You can find all claims that are already filed.
Dispute Claims
Merchant’s bank successfully collects funds from the Chime account.
Settled Transaction
Note Importance
Notes allow us to provide accurate information to our Members, by clearly outlining what they have been told in the past by other agents.
Notes explain to your teammates, supervisors, and the QA team what actions you took and why.
This is also Member´s account history
Rebuttal decision due
45 calendar days following submission
Non-Regulation E Dispute Types
Merchandise Returned
Non-Receipt of Goods or Services
Quality of Goods or Services
Customer Relationships Management tool
zendesk
Members Spend Money
Debit Card Transactions
Credit Card Transactions
Pay Friends Transfers
ACH Debits & ACH Transfers
Chime Checkbook (Mail A Check)
Member Verification
In order to share personal account information with someone contacting Chime, we must first verify they are the owner of the Chime account in question.
WSUD stands for...
Written Statement of Unauthorized Debit
Rebuttal
if they disagree with their claim decision. To be successful, should provide additional information not given during the initial claim.
You may leave a comment for other colleagues about the communication or other important notes other should consider
Internal Note on Zendesk
Merchant requested a funds from the Chime account: the funds for the transactions have a hold placed on them, and they are not accessible to the Member. If the merchant never collects the funds are accessible to the Member again.
Pending Transaction
Every single dispute requires card closure.
No. & mention 1 or 2 examples where the closure proceeds
75% of Chime’s dispute activity.....
Unauthorized transaction
Dispute Checklist
Account identifying information
Transaction identifying information
At least one settled transaction
Reason for dispute
is where you can see card historical and also can compromise it.
Chime Cards
Pending Transactions
Bill Payments (Chime Checkbook)
Expired authorization transactions
Declined Transactions
Debit adjustments
Asset seizures
ACH returns
Late settlements
Note Template
Member's Name:
User ID:
Verified:
Claim ID:
Zendesk Tickets:
Reason for contact:
Resolution Provided:
Last 4 of the card if applicable
Conducts dispute investigations, Which include....
Merchant calls
Requests for copies of transaction information
Filing chargebacks
Review of Cardholder account activity
Spending history
Device/location information
PIN change history
Chime app/website activity