Zendesk
This is the ticket status used when we send an email expecting a reply from our user.
What is Pending?
For non-fraud disputes, we expect the cardholder to have tried to resolve the dispute and provide evidence of the communication with this entity.
What is the merchant?
This name that Mercury users choose for their business account when signing up doesn't have to be the legal name of the business, but is often something quite similar!
What is a Callsign?
For all investigations, you'll leave one of these as an internal note.
What are investigation notes?
What is your slack channel?
#ext-amlrs-dispute-investigations
These helpful pre-written messages are used to keep uniformity in how we communicate with users & can be accessed by typing "/" or using the "Apply [answer]" button.
What are Macros?
This chargeback code (or type) can't be filed in Admin because the required form is not supported.
What are Point of Interaction Errors?
We're not saying they smell bad, but this acronym is used to indicate a user is ultimately responsible for the account and the legal entity the account is set up for.
What is a BO?
If a user is reporting a transaction as Unauthorized, and there's no indication that this is a known merchant in their account or their ticket, we always do this to the card used.
What is freeze?
Also know as the MCC, this gives some context as to what type of business a merchant runs.
What is a Merchant Category Code?
A Card Dispute Investigation work item is created in this tool, and linked automatically in a ZD ticket, whenever a dispute is raised via the webform.
What is Vulcan?
This type of Report must be included with all Fraud Chargebacks.
What is a SAFE Report?
How do I convert that again? Hovering your mouse over the Created At or Posted At times in the Transactions Details page of a transaction will convert the time from Local to this global-standard.
What is UTC?
This type of charge is one where we expect the merchant to charge the cardholder on a regular basis.
What is a Reoccurring charge?
If someone has opened their 4th dispute case in six months, they may end up on the Dispute Abuse watch list for this reason.
What are excessive disputes?
This section in ZD, found in the Customer Context panel, shows you all recent requests/tickets from the user & is where you can see at a glance if they have any other open Dispute tickets.
What is the Interaction History?
Filing a chargeback will provide you with this type of identification code so the team can follow up on the chargeback in Mastercom.
What is a Claim ID?
This tool in Admin shows you the life story of a card, including when it was created, what limits were set, and any other actions taken on the card.
What is the Event Log?
If a disputed transaction is for too small amount to be worth charging back, it gets this designation.
What is De Minimis?
If a dispute case has 20 transactions, you'll track the dispute in this sheet.
What is the Mastercom Tracker?
Watch out! This tool, or section, in Zendesk is where you'll find information about any flagged Disputed Abuse associated with the requester.
What are Sticky Notes?
A part of working all Fraud chargebacks will be issuing this to customer accounts, equal to the disputed amounts.
What is Provisional Credit?
Each settled/posted transaction has it's own entirely unique 23 digit code used to identify a transaction for chargeback filing. Despite the name, the code is identifiable by any party involved in the transaction processing: Issuer, Acquirer or Mastercard.
What is an ARN (Acquirer Reference Number)?
If a customer has provided false statements as a part of their dispute, they may find themselves on this list.
What is the Dispute Abuse watch list?
When a customer, whether knowingly or unknowingly, disputes a transaction they authorized as unrecognized/unauthorized, they're perpetrating this type of fraud.
What is First Party Fraud?