Initiation Link'd Jeopardy

Merchant response 1

100

What should you do if the merchant's response do not address dispute reason while working written? Are you able to locate a link'd article with this specific instruction?

Continue dispute to the next stage

200

What should you do if you are unable to call customer (too early/late)? Can you name a Link'd article?

1. Add case notes.
2. Send to Orion Billing Follow Up queue. See Billing Follow-Up Queue Job Aid-Billing Assistance.
3. Complete queue if working written. Select Complete.

300

If the merchant provided a Customer name AND Full Billing Address and BOTH do not match, what should you do? Can you name a Link'd article?

Make an outbound call

400

Are Hyperlink's permitted in the merchant's response? Can you list the Link'd article?

Hyperlinks embedded within the merchant's documentation are not sufficient.

500

If a customer asks about their dispute and the dispute case has not been worked by a Billing Assistance Resolution (BAR) agent, What should you do?

Transfer to a BAR agent

interest review

100

Are we supposed to review an account for interest if the account did not accrue interest?

No

200

Do we have to review this case for interest? 154623277B

yes

300

Can you name the external account statuses where we are able to adjust fee's that are listed in Orion? can you list the link'd article?

• Normal
• Closed
• Suspended
• Revoked

Monetary Adjustment (GENERAL) Procedure

400

Should we have to review this case for interest?006534184R

Yes

500

Should we have to review this case for interest?001585152A

NO

Response

100

DNR- Can you name requirements that are needed for the merchant to validate a DNR case? Can you name the link'd article?

Information not previously available to help the customer recognize the sale, such as:

• Customer Name 
• Description of goods/services
• Merchant name/location
• Type of business

200

What should you do if Contact not made during outbound call? Can you list the Link'd article?

1. Add case notes documenting merchant response and what information is needed from customer to help validate transaction.
2. Send to Orion Billing Letter Request queue to print Orion letter 100618-Unrecognized information; Dispute response validation, along with merchant response and mail it to customer. Include:
3. 
   
   • 
     
     • Case number
     • Pages to print
4. If working written, complete queue. Select Complete.
5. End.

Note: Do not close the case or reverse the temporary credit.

300

If a merchant response states a refund was issued (or will be issued) and has not posted (current or previous account), what should we do? can you reference the link article?

• Redeliver the case in DCDS for 10 calendar days (15 calendar days for recurring billing) from the date the merchant stated the credit was issued to allow time for merchant credit to post.

Upon follow-up:

• 
  
  • If the merchant credit has posted, move to next step.
  • If the credit has not posted, refer to "Continuing a dispute into the next stage Procedure" for handling.

400

Can you name the dispute validation letters? Can you list the Link'd article?

*100218 Merchant Validated Transaction; Temp Credit Reversed

500

How would you work a partial credit received case if the merchant did not validate the reason for giving the partial credit? Can you name a LInk'd article?

Step2 Review the amount of the credit and follow the handling below. *Partial credit-no explanation why full credit not given* Complete steps 3-5 and follow Continuing dispute into next Stage Procedure for handling on the difference not refunded. Step 3 and 4 were not completed. Step 3 Send a resolution letter based off the dispute stage. Step 4 Review the account and determine if any adjustments are needed e.g., fees, history, APR, etc. Refer to the Billing Adjustments (Interest Charge Calculator) Procedure.

General

100

Can we dispute fee's such as BT fee's, Convenience fee's, etc? Can you list a Link'd article?

No                                                                            

Balance Transfer Disputes Procedure - Billing Assistance

200

Can you dispute a gift card purchase? can you provide a Link'd documentation that reference the answer?

A dispute can be initiated if:

• The gift card was not received.
• The gift card had no funds on it when issued.
• The amount charged is greater than the value of the gift card (funds loaded). For instance, purchased $50 gift card and was charged $500 or purchased $100 gift card but only $10 was loaded.

300

If a customer did not make purchase but knows who did, can we dispute the charge? Can you provide the Link'd article for reference?

• If the charge occurred due to the customer giving access to their card information to any other person or business for one time or repeated use, such as a merchant, employee, relative or friend, the transaction cannot be disputed.
  
  
• If the customer wants to discuss other options, Transfer to CPS-Fraud Prevention.                         
• Dispute Initiation Procedure - Billing Assistance

400

Can you name the merchant issued credit letters and dispute stage to go along with it? Can you list a Link'd article?

• 100210 (Merchant issued credit; Temporary Credit Reversed)

500

Can you name 3 examples of a inconvenience case? Can you provide a link'd article for reference?

*Made in-game purchases on a mobile app

*Traveled from point A to point B

*Stayed in a hotel room / went on a cruise

*Ate at a restaurant 

*Electronic Cash Transfers
*Promotional item that was offered with purchase

*Unrecognized Chip Card Transaction

*Stolen Package 

*Manufacturer's warranty

case notes

100

When are we required to add a case notes? Can you locate a Link'd article?

any time a dispute case is reviewed and/or actioned.

200

When editing your case notes , what is a indicator that lets you know to alter the note? Can you locate the link'd article for the instructions?

Its listed in parenthesis and BOLD print

300

Should your case notes match the action of what you took on the account?

• Yes

400

What should you include in your case notes so the next person understand your actions? Can you reference the link'd article?

• Case notes should include the following:
• Document (without abbreviations) which customer is calling to open or request an update on the dispute if the request was by someone other than the primary customer. (i.e .: First Name, Last Name of customer, or "secondary customer/authorized user")
• Why the customer is disputing the transaction, as well as all pertinent information regarding the dispute. Be as detailed as possible so future agents can easily understand the "who, what, where, why, and how" of the dispute.
• Any supporting information provided by the customer (e.g., cancellation date, cancellation numbers, tracking numbers, etc.)
• Whether any previous credits posted on the account from the same merchant, (if so, include the amount and the date of the credit(s)).
• All actions taken with the case and any adjustments made e.g., temporary credit removal, interest adjusted, etc.
• If case reviewed and no action was taken, notate reason (i.e., account was not assessed interest, so no interest adjustment was made).

Notes:

• Case Notes can be seen by merchants. They should always be professional and contain language that can be clearly understood by everyone.
• Case Notes can be edited the same day they are created > Edit Case Note button. 
• Case Note examples below require information in (parenthesis) to be altered. 
• Not all dispute scenarios will have a case note example. If an example is not available, create a case note to include all required information above.

500

What are the exceptions of using abbreviations in DCDS? Can you provide the link'd article for reference?

• "SME" (Subject Matter Expert) can be abbreviated within case notes.
• If the name of a queue has an abbreviation, it can be used (i.e., "GFI Follow-up Queue").
• When referencing how something appears on the account inherently contains an abbreviation (i.e., a statement credit appears as "FLT credit")