DNR (Part 2)
Quality and Inconvenience
Credit not Received/Recurring
Non-receipt of goods/Duplicate/ Declined
Altered Amount/ Debit-Credit/ Paid by other means/ Late Presentation
100

How can a customer dispute a charge with PayPal directly? 

  • If the customer wants to dispute a transaction with Paypal directly, provide customer with the following:
    • Login to your Paypal account
    • Go to the Resolution Center.
    • Click Dispute a Transaction.
    • Select the unknown charge and click Continue.
    • Follow the steps to report the transaction.
100

What is the first thing to always ask/suggest? 

The customer should first attempt to resolve their dissatisfaction directly with the merchant but if refuses, we should still proceed to initiate the dispute.

100

What is the timeframe before we can open a case?

  • The merchant must be given 10 days from cancellation or return of the merchandise to issue a credit.
  • The merchant must be given 15 calendar days from the date of cancellation to issue credit for each transaction disputed
100

When can the customer open a case for non-receipt of goods? 

Once the expected delivery date has passed, the customer can initiate a dispute at any time.

100

If the customer calls in and says the insurance company was supposed to pay for this charge, can you open paid by other means? 

No, only if they did pay for it and the customer did. 

200

What is involved with online betting? 

  • Customers use one of these sites, users must create a profile including:
  • First and last names, SSN, DOB, mailing address, and enabling location tracking
  • To login to the profile, these merchants utilize 2-step verification, such as:
    • username + password + facial recognition
    • username + password + one-time passcode sent to associated mobile number or email address
  • To deposit funds on these sites using a credit card, the CVV must be manually entered for each transaction.
200

What are suggested talking points for inconvenience? 

  • Inform the customer you understand their concern
  • Explain the customer's agreement with the merchant was to _____ e.g. move you from one home to another). 
  • Explain although the merchant didn’t meet their expectations, we can’t dispute the transaction because they did provide the service.
200

The customer refused the package from the merchant so they are claiming they did not get it. Is this credit not received or non-receipt of goods? 

 credit not received

200

How do you open a duplicate case when the system is not letting you do it the normal way?

Bonus points if you can tell me what code to use if you cannot do DNR due to in person. 

- Initiate a “COPY – Transaction Documentation request” ticket retrieval request for the first
 transaction or the transaction the
customer states is correct. 

- Initiate an “A – Unrecognized Transaction” ticket retrieval request for the duplicate transaction.

Note:  If you are unable to process an Unrecognized Transaction due to system limitations e.g., Protect Buy purchases, select the next best reason i.e., Quality, Non-Receipt and provide detailed notes cross referencing both cases in the case notes. 

200

If you open a Debit/Credit dispute, what guidance should you give the customer? 

Explain to the customer that he/she will see two temporary credits.

300

What are some common causes for unexpected charges with Mircosoft? 

  • An in-app purchase from an app, game, or Office
  • A subscription from Xbox, Microsoft 365, OneDrive, or Skype with recurring billing enabled
  • Multiple purchases grouped into a single charge
300

What is the definition of a dispute of inconvenience? 

Disputes when the merchant provides or delivers goods or services as agreed in a card sale but the customer experiences an incidental or unexpected problem.

300

What notes do you add if the customer attempted to cancel but couldn't reach the merchant? 

  • when the customer attempted to contact the merchant
  • what number/contact method was used
  • what, if any, response they received?
300

The customer placed an order and it says delivered but the customer states they did not get it, how do you open this case? 

Effective probing questions should be asked to determine the most accurate delivery date of the merchandise possible

  • If a merchant has confirmed that they will fulfill the order, the delivery date should be entered as the date of the call.
300

When do you use LP code?

When the merchant posts credit card sales significantly later than when services were rendered, or goods were delivered.

400

What guidance can you give the customer to assist with an apple charge? 

  • Go to reportaproblem.apple.com.
  • Sign in with Apple ID
    • A list of purchases will appear. To see the full receipt including tax, tap or click the date. Multiple purchases, including subscriptions, might be grouped into one charge.
    • If the charge is for a subscription that they no longer want, they can cancel the subscription there itself.
  • If a customer has more than one Apple ID, go to reportaproblem.apple.com and sign in with each Apple ID that they may have.
400

When do you open a RM case? 

  • The customer claims that the quality of goods delivered, or services rendered by a merchant was not satisfactory
  • The customer claims the goods or services were misrepresented at the time of the purchase
  • The customer claims they were sold counterfeit merchandise
400

What do you do if the customer does not know the exact date of cancellation? 

  • If the customer doesn’t know the exact date of cancellation, use additional probing questions to narrow down when the cancellation occurred; then input the best estimated date that can be determined.
400

When is the DA code used and when should it not be used?

-- Used when the merchant received a decline authorization response to the credit card sale and used other means to obtain authorization to charge the customer.

-- if the customer claims that the transaction was declined when processing, but the Authorization screen shows it was approved, this Reason Code should not be used and the question asked in DCH should be answered "No."


 

400

When cannot you use the AW code? 

  • The Alteration of Amount Reason Code cannot be used if the altered amount was due to restocking charge, shipping charge, cancellation fee or currency conversion rates
500

Where can a customer view their Google history? 

  • Sign into Google payments subscriptions and services.
  • Click into the individual subscriptions and services to view transactions for that product.
500

What are some examples for inconvenience? 

-Traveled from point A to point B 

  • Experienced a layover
  • Expectations were not met
  • Did not obtain preferred seat assignment
  • Luggage was lost

-Stayed in a hotel room / went on a cruise 

  • Did not have pillows
  • Did not have hot water
  • Had a dirty room

-Ate at a restaurant

  • Did not like the food
  • Got sick after eating
  • Experienced bad wait staff or service

-Moved items from point A to point B 

  • Items were damaged

- Subscribed or purchased live entertainment for online viewing (may show on the customer's statement as but not limited to: OnlyFans.com, LoyalBills.com, Paymentico, MMBill.com)

  • Watched the content
  • Was unsatisfied with the content
  • Was unhappy with quality of the content
  • Expectations were not met

- CASH person to person transactions  and the other party did not provide goods/services as intended but the merchant paid the other party.

  •  e.g., PayPal Friends & Family, Venmo (personal profile), CashApp, Zelle, etc.

-Disagreements with the merchant’s stated policy 

  • Customer has a disagreement with the merchant’s policy on the item purchased.

-Incidental damages related to the purchase 

  • Damages occurred to the item purchased after the customer has taken possession of the item. 

- Manufacturer’s warranty 

  • Warranty offered with item purchased

- Promotional Offers 

  • Promotional item that was offered with purchase

-Rebates/Reimbursement requests 

  • Rebate or reimbursement for item purchased.

-Unrecognized Chip 

  • Purchase was made with a chip card 


500

For credit not received, what are some documents the customer can provide? 

  • Credit Slip/Credit Slip Number
  • Proof of Delivery/Return showing the full address (RMA number as required)
  • Cancellation Verification
  • Written document showing Cancellation Number
  • Tracking Number
  • E-mail from the merchant agreeing to credit.
  • Certified letter showing cancellation request
  • Cancellation Number
  • Confirmation of faxed cancellation request
500

When should the DP code be used? 

  • Have the same merchant number
  • Occurred within 24 hours of each other
  • Have the same merchant name
  • Have the same transaction amount
500

When is CD used? 

  • Used when there are two debits on the account and one of the debits should have been a credit.
M
e
n
u