EPIC
The tab you use to clear a task related to documentation sent in by the customer
Doc Review
These 2 dispute causes may be considered Reg E if the merchant told the customer they were issuing a refund as the customer would be expecting a refund or credit from the merchant
Did Not Receive and Problem with Merchant/Service
The information required to be included per regulation when sending a Free Form Denial letter in EPIC
Date, dollar amount of the debiting, and informing the customer that any related fees will be rebilled
Required be read immediately at the outset of the phone call, prior to asking for the customer and to a new party brought onto the line by the customer
Call Recording Disclosure
Plays with playing cards while on phone calls
Luke Soroka
This tab allows you to confirm the customer has temporary credit
FINANCIAL SUMMARY
The Dispute Cause must be updated to reflect the true nature of the dispute with the exception of claims that are taken to Loss, Denied for MIC, or Withdrawn as well as this
Claims that are being denied and updating the dispute cause will issue a provisional credit in EPIC
The total claim amount you can process a manual write-off for
$30
Acceptable days and times for contacting a customer by phone
Sunday through Saturday 8:00am – 9:00pm customer’s local time
Only does traditionally pink jobs
Rochelle Ruiz
This tab is where you find claim information provided by the customer at claim initiation
QUALIFYING QUESTION
Visa dispute cause that requires documentation from the customer if they have 3 claims from the same merchant within 30 calendar days
Merchandise/Services Not Received 13.1
When the disputed transaction is past the timeframe to issue a chargeback and we need to determine if the customer filed the claim within the appropriate timeframe
78 Day Rule
Claim was filed by phone and additional information can be obtained verbally
When to listen to a claim initiation call
Needs to win the lottery to move to Key West
Denise McEvoy
This tab allows you to see Linked Accounts, Linked Cards, and Additional Customer Information
ADDITIONAL INFORMATION
The dispute cause in both Visa and Mastercard that requires proof and if the customer indicates they do not have it, we would process a customer liable
PBOM visa 12.6.2 and mc 4834
A second review of the claim needs to be completed by another associate/SME/Manager prior to making a claim denial decision
When the customer/co-owner of the account is 80 years of age or older
Customer Claim Information, Disputed Transaction Information, Bank Notes/Detection Research, Account History, Multiple Accounts, Written Signed Statements Provided by the Customer, Network Systems, Merchant Representment
The AI Required Investigation Points
Comes to work, goes home, reads, goes to sleep and then does it all over again
Jeff Paul
When processing a Chargeback in EPIC or a Customer Liable, you have to hit this button twice to update the dispute status
SUBMIT
Not as Described/Defective or Quality of Merchandise:13.3
When the MCC is 6540, 4829, or 6051 and the TCC is U (for the AUTH in mc)/quasi-cash (visa)
No CB rights/Deny for Money Transfer Merchant
Sundry, Full Merchant Credit, Fully Recovered Disputes, Duplicate and Withdrawal Claims
When AI required notations are not applicable
Will cite you for missing a step in procedures
Quality