EA Initial Investigation Guide
Characteristics of customer contact to be considered as ICC
transaction details, dispute reason, and at least one settled transaction
The cardholder disputes 3 transactions for the following amounts: $10, $13, and $18 (total claim amount is $41). Provide the outcome
Eligible for De Minimis or below threshold write off
Describe the process of Cancellation made after authorization
if cancellation was made after the Auth Date, re-categorize the claim to its Non-Reg E root cause
Who do we call?
Merchant and Member
requirements that must be met before issuing a provisional credit
Must be a Reg E Claim
The dispute must be reported on time
Member must send in Written Dispute within 10BD of filing
Cardholder disputes 13 transactions @ $10 (total claim amount is $130)
Outcome – Not eligible for De Minimis or below threshold write off
Documents required from the customer for a Credit not posted claims
Credit Voucher or proof of refund
Information to check prior to initiating a merchant call-out
List of DNC and store business hours
Three scenarios where analysts can already resolve a claim without further investigation
Claim Cancellation, Merchant Credit and Deminimis Claim
Things to check before finalizing claim as de minimus or below threshold Claim?
Claim cancellation request and merchant credit
Non – Reg E Dispute Types
Merchandise/Service Not Received
Merchandise/Service Not as Described
Defective Merchandise
Merchandise Returned
When do we make a merchant callout?
To validate the transaction.
To match Cardholder information.
To request for documents to help the investigation.
Within the timeframe claims
Report an error or possible error within 60 days from the date of the statement that contains the first disputed transaction to receive provisional credit
Based on the new De Minimis update, describe the process for a $12, $17, $18 from iTunes (Part of DNC) & $49 from Google (Part od DNC);Credit Not Posted
Split ticket from iTunes and investigate the claim. If no sufficient reason to deny the claim close the claim as write off.
File CB for $49.00 as the claim amount of the dispute ID is more than $50.01 before splitting the claim
Non Reg-E Possible Investigative Action(s)/Resolution:
ICC: May 29, 2020.
Trans. Details: $199 from Xbox dated Dec. 1, 2019.
Dispute reason: Merchandise/Service not received
Merchant Call-out: Merchant confirmed that the CH did not receive the item and product was returned to the seller
Transaction settled beyond 120 days from the processing date.
Resolution: Deny the claim. No recovery options available
When do When do we make a MEMBER callout?
To clarify information about the dispute.
To request documents or additional information to support their claim.
All EA dispute type that belongs to Reg-E Claims
Amount Discrepancy
Cancellation (Made before Auth)
Charged Twice
Credit Not Posted
Paid By Other Means
What is the below threshold Claim?
A below threshold claim (also known as De Minimis or small balance write-off) is a transaction that falls below the client’s dollar amount threshold for conducting an investigation
Reg-E Possible Investigative Action(s)/Resolution:
ICC: May 29, 2020.
Trans. Details: $199 from Xbox dated Dec. 1, 2019.
Dispute reason: Cancellation
Merchant Call-out: Merchant confirmed that the CH cancelled the subscription within the allowable timeframe. However, the merchant has no access to issue a refund
Close the claim as write off
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?"