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 in Zendesk.
What are internal notes?
What amount do you have to hand off for Credit Issuance.
$500
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 and must be handed off.
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?
This is what you can refer to if you're unsure about what type evidence is required for a specific type of chargeback - or if the evidence provided is acceptable!
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?
What amount can we not file a chargeback for.
What is any amount below $25?
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?
What is the form called that we use to fill out the Dispute Intake Form for a Customer.
What is the Internal Intake Form?
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?
How many days does the cardholder have to dispute a non fraud charge.
What is 60 days?
What are disputes called that are ineligible due to breach our our Terms of Service.
Indisputable Disputes
What are the names of the macros used to send cases over to Tier 2.
What are Hand Off Macros?
A part of working all Fraud chargebacks will be issuing this to customer accounts, equal to the disputed amounts.
What is Temporary Credit?
When a fraud or merchant dispute requires a chargeback where is it filed?
What is the Transaction Details Page?
What concept involves checking transactions for signs that the account holder didn’t take proper precautions.
What is reasonable care?
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?