Cancellation/Initial Investigation Guide/PTF
Close Code for Claim Cancellation?
322 closed - client withdrew claim
We use this denial as supporting evidence that the unauthorized activities were performed by someone who knows the current standing of the account.
Account Balance
We do this if we do not have enough information to determine if an error did or did not occur. We also call merchants to avoid a chargeback by seeing if the merchant can directly resolve the issue on their end (in the event of an error)
Merchant Call
It is a return of funds or repayment from the merchant back to the cardholder. This typically happens when a customer is dissatisfied with the merchandise or service, or when a dispute occurs.
Merchant Credit
We use this denial as it is an indicator that the cardholder still has possession of their card after the disputed transactions occurred.
Undisputed/ Authorized Card Present Transactions
How many call attempt for < $100.00?
1 call attempt
True or False. If a provisional credit was initially issued for the
settled transactions and the pending transaction
settled on a later date. Analyst must issue another
provisional credit for the transaction that settled late and file chargeback if applicable.
True
We use this denial when one is trying to establish past transactions with the merchant that may possibly indicate that the cardholder has a subscription, a membership, or a signed agreement with the merchant. It may also establish spending and/or behavioral patterns.
Prior History with Disputed Merchant/s
True or False. When a merchant asks for the member’s 16-digit card number to identify or locate a transaction, DO NOT IMMEDIATELY PROVIDE THE NUMBER
True
A member can notify us through different channels if they decided to cancel the claim.They can reach us via:
Phone
Chat
We use these denials as they are indicators that the PIN is known to the user of the card.
PIN Related Denials
How many call attempts for > $500.00?
3 call attempts
It is applied If an error is found or we cannot prove one did not, the bank would pay out on anything occurring within 60 days from when the periodic statement was issued containing the unauthorized activity. The customer is liable for anything occurring 61+ days after the statement was issued
Customer Liability
We use this denial when we can prove that the information or documents submitted by cardholders are invalid and not factual. These validations may also apply when working on Past Timeframe Claims with extenuating circumstances.
Validation of Documents
Prior to making the call, check the ______________ if the merchant is included on that list.
Do not call list