Show:
What Letter Number
Name the Article
Which Case Note
What is the Handling
Random
100

TRR initiated

100279

100

Review the account(s) (current/previous) for a merchant credit and determine the credit has not been used to resolve any other dispute case.

Reviewing for Merchant Credit Procedure




100

When do we leave a case note?

Every time a case is touched.

100

Response is in foreign language?

  1. Attempt to use response to determine resolution action.
  2. Validate the dispute.
100

Which dog breed was traditionally kept by monks in the Swiss alps?

The St.Bernard

200

Pre-Arbitration in Customer’s Favor

100944

200
  • Include a clear explanation of reason for dispute reason.

DCDS Case Notes Job Aid 


200

Opened one case as Does not Recognize, and other as Copy Request.

Untrue Duplicate (Copy/DNR)

200
  • Merchant response failed to address the reason for dispute.

Initiate Chargeback

200

Who painted the ceiling of the Sistine chapel?

Michelangelo 

300

Customer Requests Arbitration

100447

300

Documentation is not required to re-evaluate a dispute.

Dispute Resolution Appeal Procedure

300
  • Customer was billed multiple times for one withdrawal.

CA- Cash Advance Dispute

300

For Payment disputes, also send account to Orion?

DE-Payment Research queue.

300

Which Planet has over 145 moons?

Saturn

400

Stop Pay Confirmation

100710

400
  1. Verify applicable APR for disputed transaction type on statement where transaction appeared.

Billing Dispute Adjustments Procedure




400
  • Customer states payment posted for incorrect amount. Payment posted for (enter amount that posted to account) and should have posted for (enter correct amount). Customer's bank reflects (enter amount that cleared the bank) was withdrawn.
  • Payment
400

Representment partial credit given, NO explanation.

  • 100214 (Merchant Credit Issued)
  • Review the account and determine if any adjustments are needed e.g., fees, history, APR, etc
400

In the show "Friends" What is Chandler Bing's middle name?

Muriel

500

Payment Posted in Error

100517

500

Invalid Dispute Amount: Dispute amount should be greater than $0.00 and less than or equal to the previous case amount


DCDS Error Message Procedure



500

Customer requests to reduce dispute amount (explain reason). Dispute has already been resolved with a chargeback. Sent case to Billing Follow Up queue for partial chargeback reversal.

Partial Chargeback Reversal

500

Did account go delinquent due to disputed transaction?

Queue to BA Sup Call Back for review. Include:

  • Case number
  • Request to review credit bureau history and delinquency
500

What is the largest carnivore native to the UK?

The Badger