The Agent's Mission & Setup
This support tier is responsible for gathering facts, classifying disputes accurately, documenting minimum information, and transferring the case.
What is Tier 1?
According to the Step 3 "Rule of Thumb," if the customer originally authorized a transaction, it is definitely NOT this.
What is Fraud?
This dispute sub-type applies if a customer returns an item but does not receive a refund after this many business days.
What is 10 business days?
In Fraud cases, you must always perform this action on the compromised card with "no exceptions."
What is lock (or deactivate) the card?
This is the maximum timeframe allowed for reaching a Final Resolution on a dispute.
What is Day 90? (or What is 90 days?)
Tier 1 agents must advise the user to call back if a transaction is in this state, as it cannot be disputed yet.
What is Pending? (or What is a Pending state?)
This color-coded track represents likely fraud, such as when a card is lost, stolen, or compromised.
What is Orange?
If a customer's final charged amount differs from the agreed-upon price, you select this dispute type.
What is Incorrect Amount?
This is the only exception to immediately reissuing a card for a fraud victim during your call.
What is if the user has already ordered one themselves in the app?
By the end of this business day, the user is guaranteed to receive an update via email.
What is Day 6? (or What is the 6th business day?)
To route the user down the correct path (Fraud vs. Merchant Dispute), you must ask this "Key Question."
Did the user initially authorize this transaction?
This color-coded track represents a likely merchant dispute, where the customer knowingly interacted with the merchant.
What is Teal?
This dispute type is selected when a customer is billed after properly canceling a subscription.
What is Cancellation?
These are the four exact components that must be recorded in Step 5 for the Tier 2 team.
What are Transaction Details, Dispute Type, The 'Why', and Card Status?
If the investigation requires more time, a potential provisional credit will post during this specific PM window on Day 5.
What is between 5:00 PM and 7:00 PM PT?
This support tier is responsible for investigating case details, submitting disputes under Reg E guidelines, and servicing the case to final resolution.
What is Tier 2?
Unauthorized digital wallet or ATM activity always falls under this classification.
What is Likely Fraud? (or What is Fraud?)
This dispute type is used if a customer pays via cash or another card, but their Gusto card is also charged.
What is Paid by Other Means?
When documenting Card Status, you must note if the card is Lost, Stolen, or this status.
What is In Possession?
During the transfer to the internal Dispute Team, the dispute's official status is described as this.
What is "not yet fully submitted"?
These are the three basic "basics" that must be gathered in Step 1 when identifying the transaction.
What are Merchant Name, Amount, and Post Date?
To classify a case as Fraud, the customer must have had no participation in the transaction and no relationship with this entity.
What is the merchant?
This dispute category is chosen if an ATM dispensed less physical cash than what was debited from the account.
What is ATM Shortage?
When deactivating a compromised card, the agent must remind the user how to do this while waiting for their physical card.
What is access funds?
These are the names of the first three nodes on "The Predictable Journey" timeline.
What are Identify, Authorize, and Classify?