BAR
The quickest way to find out what stage in the dispute process we are in
What is the Case Details Tab in DCDS
True or False: When completing a PA, the temporary credit will automatically reverse (if applies).
What is an area of mishandling when working DC codes cases?
What is: If the case was found in cardholder favor, agents often forget to check that the temporary credit was reversed and a permanent credit replaced it.
The most accurate way to find out whose favor the case is in
What is the Case History> Sub Status Details in DCDS
Which three codes can the merchant ALWAYS respond to the Chargeback if they did not respond to the TRR
What are AP, DP, CD.
Where is the handling for disputing merchant credits located?
What is Reviewing for Merchant Credit Procedure- BAT & BAR.
True or False: We can change the dispute reason code as long as we can push the case forward
What is no. We can only change the code up to initiating Pre-Arbitration, and some code types do not allow a change.
What items should be used to complete an internal decision?
What are: CM and Merchant Documentation (if any), Information gathered at initiation, any internal system record or information, merchant documentation (if any) and decisions reached on Network disputes with association to the GFI.
When does the merchant receive their money when you dispute a merchant credit?
What is At Chargeback
True or False. We should not be checking the customer’s documentation to see if you can tie it back to the merchant because it doesn’t matter either way.
What is False.
True or False. You can close a BT case if the cardholder requests it yourself versus having to relay to the DC BT Unit Queue to do it through case notes.
What is False.
What does the CD code do to the account when disputing a merchant credit?
What is Debits 2 credits, causing the customer to have a balance.
What document is the procedure to work DC coded cases?
What is the Billing Assistance Base Doc.
What stage of dispute does a DC coded merchant open in initiation?
What is Arbitration.
What document is the BENs handling for OUR agents located?
What is the Billing Error Notices-BEN (Gen CSE Handling) Procedure.