EA Investigation Guide
De Minimis
EA Review Steps
Outbound Calls
Verifi CDRN
100

Characteristics of customer contact to be considered as ICC

What are transaction details, dispute reason and at least one settled transaction?

100

The new De Minimis Threshold Update

The new Under Threshold amount is $50 for single transaction and multiple transaction claims across all dispute types.

100

Reg E EA Disputes

What are Cancellation, Amount Discrepancy, Charged Twice, Paid by Other Means, Credit Not Posted and ATM Non-dispensed?

100

Reasons for merchant call-out

Validate the transaction, match CH info, request for merchant docs

100

An indication in LEAN that the merchant is a member of Verifi CDRN.

There's a "Send Verifi MQ" option 

200

Provisional Credit Requirements

What are Reg E claim, Written Confirmation received with 10th BD from ICC and Claim reported within timeframe?

200

Based on the new De Minimis update, describe the process for a $50.01 Paid by Other Means claim. 

Initiate merchant call-out or submit chargeback.

200

Cancellation Reg E

What is a claim where transaction was cancelled on or before the authorization date?

200

Card Present type of merchants that can most likely provide info regarding the transaction in question

Hotels, Airlines, Furniture stores or delivery, Car rentals/mechanics

200

The timeframe for merchants to respond in CDRN claims

48 hours to 5 business days

300

Within timeframe claim

What is a claim reported within 60 days from the billing statement date of the first disputed transaction?

300

Based on the new De Minimis update, describe the process for a $90 and $15 from Boost Mobile, Cancelled Recurring. 

Investigate - Initiate merchant call-out and/or submit chargeback.

300

Non Reg-E Possible Investigative Action(s)/Resolution: 

ICC: May 29, 2020.

Trans. Details: $49.99 from Xbox dated Feb. 1, 2020.

Dispute reason: Merchandise Not Received

Merchant Call-out: Unsuccessful

Is it to resolve case as De Minimis?

300

Information to check prior to initiating a merchant call-out

DNC List, store business hours
300

The three information you need to enter and where to get them in submitting a claim to CDRN for review.

ARN, Card Expiration Date, Authorization Code

400

EA Dispute types that belong to Reg-E claims

What are Amount Discrepancy, Cancellation (Recurring Transactions), Charged Twice, Credit Not Posted, Paid By Other Means


400

Based on the new De Minimis update, describe the process for a $12, $17, $18 from iTunes & $49 from Google; Credit Not Posted

Investigate - Initiate merchant call-out and/or submit chargeback for Google. We can write-off the itunes transactions since they're below cb threshold and part of DNC. 

400

Non Reg-E Possible Investigative Action(s)/Resolution: 

ICC: May 29, 2020.

Trans. Details: $199 from Xbox dated Dec. 1, 2019.

Dispute reason: Cancelled Merchandise

Merchant Call-out: Merchant confirmed that ch cancelled within the allowable period but they can no longer issue credit.

Is it to deny the claim since there's no recovery option from merchant callout and no cb rights?

400

Information to include in notations after a successful merchant call-out.

Date and Time when call took place, Phone number called, merchant name, merchant contact, summary of info gathered.

400

Explain the "Approved" outcome in CDRN.

An approved case will prompt us to watch for a credit. Generally, merchants issue a credit within 48 hours.

500

Three scenarios where analysts can already resolve a claim without further investigation. 

What are De Minimis, Full Merchant Credit and Claim Cancellation?

500

Based on the new De Minimis update, describe the process for a $35 and $15 from Wish.com & $70 from Amazon; Merchandise Not Received

Investigate - Initiate merchant call-out and/or submit chargeback.

500

Non Reg-E Possible Investigative Action(s)/Resolution: 

ICC: May 29, 2020.

Trans. Details: $199 from Xbox dated March 18, 2020.

Dispute reason: Merchandise Returned

Merchant Call-out: Info provided by merchant was incomplete

Is it to proceed with chargeback and wait for chargeback results?

500

Opening Spiel for Merchant call-out

"Hi! This is ________ calling from Chime Bank Loss Prevention Department. I’m calling on a recorded line for quality purposes regarding our mutual customer Adam Smith.

He contacted us about a transaction made on his account and

claiming that it is ___________and we would like to validate this with you. What information do you need to locate this transaction?"

500

Explain the "Decline" outcome in CDRN and the analyst's next steps to take 

A declined case means we have no further recourse through CDRN. We should however proceed with normal investigation such as submitting a chargeback.

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