Pre-review
The hold that is present on the guest's account when Turo receives a chargeback dispute.
Chargebacks Received
The shortcut you will add in the beginning of every Chargeback conversation.
#CB Representment
The label you will use when uploading representments in Stripe. (Not related to damage)
Service documentation
The icon you will click on to navigate into the guest's login events.
Key icon
"This is not a duplicate transaction; when a guest extends their trip the charges can be identical amounts; service documentation will show these charges are separate and unique to add to the invoice total."
Extension
The hold you will add when account red flags are found during your re-review.
Suspected Identity Fraud
The section in your template where you speak to the chargeback and your investigation results.
Rebuttal letter
Guru card you will follow if the invoice is for damages.
Process: BPO Support: Chargebacks: How to Create Evidence from Origami
The tab in Sift you will navigate to when taking the Mobile Device Details screenshot.
Activity Tab
"The Turo user successfully went on this trip. This is a valid cleaning fee charge for smoking inside the vehicle. This policy was agreed to at terms during checkout and account creation."
Smoking
The next steps when the guest is found not responsible for the charge based on your communication review.
Escalate to the Representments Escalations Team
The table in your template you will review when gathering the user's license photo.
Driver's License Document Verification Passed
The amount you need to confirm in the Payment Details section in Stripe.
Net amount
The section in Stripe you will click on the fingerprint to locate previous transactions for your screenshot.
Payment method
"Guest was charged a valid roadside fee for [battery/tire/tow/locksmith] services. The guest is liable for this charge as per policy."
Roadside services
Indicator the guest has been over-refunded in Stripe.
If the net amount is greater than the fee amount
The three screenshots you need for receipts and invoice details.
Invoice, Detailed trip receipt & Stripe receipt
Tool you will use to shrink PDF files for uploading.
PDF compressor
You will navigate to this section on the guest's Driver page when gathering license photos.
Mitek reports
"This is a valid cancellation fee in accordance with the terms agreed to at checkout and account creation. Guests have until 24 hours before their trip to cancel free of charge. The cardholder is not due any further refund of this charge."
Cancellation fee
Three holds that can be present on the guest's account at the time of your review that confirm fraudulent charges.
Confirmed Payment Fraud, Confirmed Identity Fraud, & Bust-out Fraud
Places you will look for customer communications to support your representment.
Trip messaging, previous Kustomer conversations, Origami (if applicable)
Shortcut you will apply in Kustomer once the representment has been submitted in Stripe.
#Fighting chargeback
The two sections that must be displayed in your IP to Billing address map screenshot.
Address & location map
"The customer had this charge transferred from a canceled trip to pay for the new successful trip."
Superseded Invoice