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?
Find the reason code.
The user said was looking for a real master piece! But that was not the case, they got a lower piece.
What is counterfeit?
What amount do you have to hand off for Credit Issuance.
$500 or more
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?
On a PCC case, if a user is reporting the transaction as Unauthorized, the next step is must to do 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!
What is the Initial Investigation procedures?
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?
For all investigations, you'll leave one of these in Zendesk.
What is the Internal notes?
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 section in Vulcan is so useful that allows you to go to anywhere, from Admin to Zendesk in the blink of an eye.
Related information?
How many days does the cardholder have to dispute a 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?
This looks bad!! The user did not protect the card information or used the card for Illegal or gambling.
What is Terms of service Issues?
Customer: "This is scaring. I ordered something but the store does not even exist, it's fake! This is a total...."
What is Scam/Market Place Scam?