COUNT 123
Please provide one scenario under Consumer Dispute Category
◦Merchandise not received / services not rendered - 13.1
◦Canceled recurring transaction - 13.2
◦Not as described or defective merchandise / services - 13.3
◦Counterfeit merchandise - 13.4
◦Misrepresentation - 13.5
◦Credit not processed - 13.6
◦Canceled merchandise / services - 13.7
Customer paid for merchandise or service by other means but charged for same transaction in addition to original form of payment
Paid by other means
Cardholder canceled or returned merchandise, services, timeshare transaction, or guaranteed reservation and merchant didn't process credit or voided transaction receipt
Canceled merchandise / services
What is the MOTO indicator for Installment transaction/payment?
MOTO 3
What is the other name for Overcharge?
Incorrect Amount
In order to validate or approve a Cancelled recurring transaction claim, customer must supply ______ and ______
cancellation date and reason for cancellation
What scenario can we apply if a single transaction was processed more than once from same merchant using same debit card number?
Duplicate processing
What is the scenario if customer says DirecTV was to charge $100 but charged $150?
Overcharged
What is the transaction code for a truly recurring transaction?
522
What finality pre fab is used when all required claim information has been received and investigation has been completed
Reasonable Investigation Completed; pending approval / finality
What are the 3 decisions we can make on a claim?
Claim is Valid
Claim is invalid
More information needed
Customer took part in original transaction and didn't receive merchandise being shipped to agreed upon location or merchandise was delivered to wrong location and never received
Merchandise not received
Ms. Gwen called in to dispute a transaction from TMOBILE Phone PYMNT for $100.00 on 06/10/2021 because she was double charged. The second charge posted on 06/12/2021 from TMOBILE WEB for the same amount. What is the scenario?
Paid by other means
Letter sent specifically for PBOM claims when customer hasn't yet sent Proof of Alternate Payment
Missing Information - Paid By Other Means (PBOM)
What is the action if you take the claim/transaction to loss?
Create GL ticket
Types of proof of payment for paid by other means
1. Chase on Chase (on-us) Customer uses Chase form of payment to pay for transaction
2. Non-Chase on Chase : Customer uses another form of payment from alternate financial institution
Merchandise or services didn't match what was described on transaction receipt, other documents presented, or merchant's verbal description at time of purchase
Not as described
Mr. Smith called in to dispute a transaction from Walmart because he was charged on 06/10/2021 for $100.00 and was charged again on the same card by the same exact merchant on 06/13/2018 for $200. What is the claim scenario?
Duplicate processing
Letter sent when information is not enough to proceed with the claim and additional customer information is needed
Missing Information - Request Call Back
______ is the minimum dispute amount ( for transactions other than T&E )
$10
Please provide 3 scenarios under Processing Error Dispute Category
Overcharged (incorrect amount) - 12.5
Duplicate processing - 12.6
Paid by other means - 12.6
Mrs. Alvarado says DirecTV overcharged me $50, it's a separate transaction. One charge for $100 and the other charge for $50 on the same card. What is the scenario?
Duplicate processing
For Credit Not Processed, customer submitted a credit voucher/receipt dated 03/20/2021 and we have already received the document. The IM Specialist submitted the dispute in VROL on 03/27/2021 however the dispute did not go through and return an error. What is most likely the reason?
Before initiating dispute, issuer must wait 15 calendar days from date on credit transaction receipt
We will send this letter if we reverse the PC on all or selected transactions due to customer cancellation of dispute/claim.
Reverse of PC - Customer Canceled Dispute
_____ is required when customer disputed 3 or more transactions for non-receipt of merchandise or services at same merchant or all disputed transactions occurred w/ day calendar day period
Cardholder letter / Non-fraud Statement of Dispute