Definitions
Money that shouldn't have left the account
What is a Dispute?
3-5 bd
How long does it take for a Transaction to settle?
What is the 4 steps to fill out a Dispute?
1.Verify Account
2. Verify merchant and amount
3. At least one settled transaction
4. Type of Dispute
Reg E Disputes
UT
Cancelled T.
Duplicate T.
Paid by other Means
Pay Friends
ACH Transfers
Direct Debit
Credit Not Posted
ATM Non Dispense/Partial Dispense
45 days
Final Resolution for ATM, Pay Friends, ACH, Direct Debit Disputes
Rebuttals
When do we send the member a new card?
When we're dealing with an UT Dispute that was made using card info
Non Reg E Disputes
Merchandise Returned
Non Receipt of Goods/Services
10 bd
Time frame to send DI Form
Timeframe to receive PVC if account was funded more than 30 days ago
Timeframe to provide documents to member
What is a Full Verification?
1. Name
2. Last 4 of SSN
3. DOB
4. 1 out of the last 5 transactions
When we re-open the case cause the Dispute was denied?
90 days
Final resolution for Disputes that are not ATM, Transfers, Direct Debit or Pay Friends
What is a partial verification?
1. Name
2. 1 out of the last 5 transactions
What is a Dispute Form?
A form of questions that the member receives to their emails and they need to send out
20 bd
Timeframe to receive PVC if account was funded less than 30 days ago
What do we do if the member is complaining about the final resolution?
1. Use wordchoice to educate member
2. Documents Request
3. Rebuttal