bt disputes
what are the 4 things we ask for in order to dispute a bt where the funds never reached the creditor?
name on the creditor's account
account number
phone number
payment address
cm calls and states he got a car wash but he didnt like the way it came out. He tried to talk to the merchant but they refused a refund
inconvenience
can we initiate a dispute on a pending transaction?
NO NO NO NO NO NO NOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOO
for a Does Not Recognize the merchant response does not include a CID code
push
what is the first stage of a dispute when you check on the status?
ticket retrieval
true or false
we can't dispute a bt if the other account isnt under the name of the discover account holder
false
customer wants to dispute that happened sometime in 2022
customer has two accounts but made a payment to the account with no bal. Where can you see the steps to take to help?
Payment Dispute Procedures - Billing Assistance
in a case where the cm did not use the services that were paid for and requests a refund. Merchant provides a 'non refundable' document
do not push
true or false
you can't dispute a cash advance
false
what happens is a bt dispute is still in progress 15 days or more?
a temp credit is added on to the account
customer states that when they went to the store the cashier ran their card twice because it failed once but they both posted and merchant wont refund
duplicate charge dispute
when trying to submit a dispute but it shows an error at the bottom of the dcds submit screen
DCDS Error Message Procedures- Billing Teams
merchant provided all the documents need except the name on the documents doesnt match the pcm, but it does match an AU they had removed several years back
DO NOT PUSH (validate docs) : regardless if an AU has been removed. PCM is still responsible for charges made by au even after the au has been removed
you have 4 or more of the same type of dispute for the same merchant, what tool can you use?
interact>MD form
how long can it take for the BT unit to review the case?
within 10 business days from the date of initiation.
customer calls and states that some charges are not his/hers. the charges were made using pro-buy
fraud dispute, connect to cps
customer has proof the merchant owes them a credit and wants to submit but doesnt know how. Where would you find the options or steps?
Customer Documentation Handling Procedures- Billing Assistance
the DNR case has found in merchant favor with them proving the pcm's information but the pcm is still calling it fraud and saying its not theirs.
Do not push. If the customer continues to state its not theirs even after the dispute closed, connect the call to cps
At what amount of disputes $10 or less looks like dispute abuse?
More than 25 transactions disputed at once for small balances
if the initial review has taken longer the the general amount, who can you contact?
Send an email to DEABTS@discover.com explaining the customer is inquiring about their dispute
altered amount
when pushing or validating a case, what doc can you use to see what needs to be notated in the 'case notes' section after selecting 'action'
DCDS Case Notes Job Aid- Billing Assistance Teams
Case has found in merchant's favor but the pcm has provided pictures as documents that prove her hotel room she stayed in was dirty
DO NOT PUSH, case shouldn't have been created. She stayed in the room and if she wasn't happy with how dirty it was, it's considered an inconvenience
Approval thresholds: true or false
It IS possible for a policy adjustment on up to $10000 to be made
TRUE: Department Manager,PA Review Team or Director