Scenarios
CH calls in wanting to dispute an additional charge for $73.89 done on 02/11/2025. CH authorized charge for $49.41 done on 02/11/2025 both done with the same merchant. CH did not receive any additional items. Case came in as duplicate processing, what is the correct reason code to perform the CB?
PBOM on the same card.
If we are working a claim as credit not processed and CH sends in documentation of a credit slip but it only states that a refund is on its way but no account number is attached or amounts, is this enough to initiate a CB?
No.
What is the reason code when working with an ATM transaction for MC & Visa?
MC: 4859 Visa: 90
What is the 4829 category code for? & Do we have CB rights?
Wire transfers & No
Strawberries, blackberries, and raspberries are all considered berries.
False. They are aggregate fruits
For non-affiliate banks: CH called in wanting to dispute charge for $110.00 for 01/30/2025, merchant name was Demon Mentalityz. CH purchased clothes; do we have enough info to CB? If not, what is the correct process in order to do a chargeback?
No, we will need to complete an outbound call if no response then pend letter for detailed information.
What is needed to perform a CB as credit not processed?
Documentation stating a credit is due from the merchant with an account number and amounts
What 3 reason codes fall under 4831?
Overcharge, Dup, PBOM
If an ATM transaction merchant cat code is 6010 – Based on the cat code, was this transaction made inside or outside of a branch?
Inside.
Where did Hawaiian pizza originate from?
Hawaii… jk Canada!
If the customer has recurring transactions on the account for 11/10/2024 and 12/11/2024, and emails the merchant to cancel on 09/29/2024 without receiving confirmation, while the merchant’s website shows instructions on how to cancel but lacks a clear cancellation policy, can a chargeback be initiated? Why or why not?
Yes, because we can use the attempted date of cancellation to CB.
If Ch calls is wanting to dispute a duplicate charge on the account and the transactions are the same amount, same date, and different merchants, would we charge back as duplicate processing? Why or why not?
No, we would use PBOM on the same card due to the different merchants.
If you are working on a visa account and the transaction’s merchant category code is a 6011 what will your reason code be set to on the case? & what reason code would you work the claim as if processing a CB?
90; 30
If an ATM transaction merchant cat code is 6011 – Based on the cat code, was this transaction made inside or outside of a branch?
Outside.
What is Cherophobia?
Fear of happiness or fear of fun
The customer authorized a payment of $59.99 for supplements to treat her COPD, ordering 4 bottles. However, the merchant sent a confirmation email showing 6 bottles and some CBD oil. The customer contacted the merchant to cancel the order due to the incorrect quantity, and the merchant confirmed the cancellation. The customer has not received a refund or any items. Under which reason would this situation qualify for a chargeback?
Cancelled merchandise.
What documentation is needed when working with a cancelled recurring case for a Visa account?
Cancellation date and how the CH cancelled. Per Visa guidelines we do not need proof.
Which 2/3 reason codes that fall under 4831 do we need documentation for?
Overcharge and PBOM
What are merchant cat codes 7011, 5735, 4215, 0742 for?
7011- Hotels, Motels, Resorts; 5735- Record Shops; 4215- Courier Services; 0742- Veterinary Services.
In the 1830s what dipping sauce was sold as medicine?
Ketchup
If the FE interview indicates that the customer contacted the merchant, and the merchant's response was that they have a 7-day cancellation policy and will issue a refund, but the customer has not received the refund after cancelling their subscription on 01/12/2025 for a transaction made on 01/07/2025, and the merchant's website states that no refunds are given if the customer cancels, can a chargeback be initiated immediately? Why or why not?
No, because the merchant website states no refunds unless the CH sends in proof of cancellation showing what the CH is claiming.
CH calls in wanting to dispute transactions from a resort for $542.00. They were set to check in on 03/14/2025 and check out was on 03/18/2025. CH stated at check in, they went to the room and noticed dirty linen sheets, mold on the walls, a/c broken, bug infestation. CH cancelled and walked out of the hotel same day as check in and rebooked elsewhere. What reason code would be strongest to chargeback this case?
Not as described Service.
If you are working on a Mastercard account for ATM and the category code is a 6010 what will your reason code be?
4853- will work as a non-receipt.
What merchant category codes do we not have CB rights for?
4829, 6051, 5542
What country is wider than the moon?
Australia; diameter from east to west being almost 4000km, while the moon's diameter is 3400km.