BO Process
This Dispute reason is used when a user is charged more than once for the same transaction.
Duplicate Charged or Charged more than Once
This dispute reason is used when a user is charged an incorrect amount for a purchase.
Incorrect Amount Charged
This dispute reason is used when a user paid for the transaction using a different payment method, but was charged also on their Branch card.
Paid by Other Means
This dispute reason code is used when the merchant settles a transaction for at least $25.00 more than the authorized amount or they did not receive any valid authorization.
Authorization Dispute
This dispute type is only used when the user has proof of the merchant stating they are going to issue the user a refund for whatever reason it may be.
Credit Not Processed
Name the QFD Denial: This will be use if the Merchant Documents show the address provided matches the address on file
Merchant Docs - Address
Name the QFD Denial: This will be use if the Merchant docs show the user did not cancel the services in accordance with the merchant's Terms and Conditions.
Merchant Docs - Canceled Services
What denial should be use when investigating an ATM Funds not Dispensed claim we will decline the claim and advise the user to contact the manufacturer of the ATM to resolve the issue.
ATM Malfunction
True or False.
All Pulse transactions should be considered as card present transactions.
False
True or False.
Agents should not be working on tasks related to “Pre Arbitration Response” or “Arbitration”.
True
True or False.
The agent can decline an Unauthorized Transaction (business account) using Gross negligence if the user has written their PIN ANYWHERE. This includes: Pin written down at home, in a notebook, etc.
True
What are the 2 types of 3DS Transactions?
3DS - Challenged and 3DS - Frictionless
What is the MQD Reason Code for a Pulse Unauthorized Transaction?
Not Authorized Card Absent (4868)
What are the POS Identifier for a Mobile Wallet Transactions?
POS 7 and 81
Who's the dispute manager for Branch?
Mayumi Handa
Name the type of 3DS Transaction where we cannot use it as single denial in Unauthorized Transactions?
3DS - Frictionless
What representment denial can be use without another piece of evidence (Unauthorized)?
License plate match (tolls, tickets, car repair)
Driver's License (unless the User states it was stolen)
Services rendered at User's address (ie utility services, home repair, etc)
Airline shows name match and the flight taken
What are the business accounts where we do not issue provisional credit across all dispute types?
Uber, Shiftkey, & Nursa Accounts
What are the denial reasons we cannot use as a single piece of evidence on Business Accounts (Unauthorized Claims)?
Card Present Transactions, Card Unlocked, Previous Merchant History, 3DS - Frictionless
Who is the Dispute Project Associate for Branch?
Jade Crawford
Give at least three denial reasons we can use as a single piece of evidence on Business Accounts (Unauthorized Claims)?
Chip and Contactless Transactions, Money Transfer Previous History, Past Timeframe - Fraud, PIN Present, Text Verification (Fraud), Card Activation - NRI, 3DS - Challenged, Credentials Not Secured - Business Accounts, PIN Not Secured - Business Accounts
Is the disputed transaction Past Time Frame if the transaction date is 2/10/2025 and the notification date is 5/16/2025?
Yes. The cardholder should have reported it on or before 4/11/2025.
Name the QFD Denial: This denial is use if the user is disputing a PC reversal issued by Marqeta.
PC Debit Dispute
Is the disputed transaction Past Time Frame if the transaction date is 3/15/2025 and the notification date is 6/1/2025 (business account)?
Yes, the cardholder should have reported the dispute on or before 5/14/2025.
What Unauthorized denials that can be use as single evidence for both Business Account and Consumer Account?
Chip and Contactless Transactions and PIN Present