Meet disputes
What is a dispute?
A process to follow when a cardholder claims one or more transactions should be partially or fully reimbursed because of fraudulent activity, transaction error (by the merchant or Member), or goods/services error
Member profile tool
Admin
When a merchant successfully collects the funds from a member's account, the transaction is...
Settled
Department in charge of account updates, incoming money, enrolments, promos information, etc...
Member Services
What would you do if a member reports that made a transfer by accident?
Inform the member that this is not disputable through the merchant error macro.
4 essential pieces of information to file a dispute:
1. Account identifying information (Name, account number, email address, phone number, etc).
2. Transaction information (Merchant name, transaction date, transaction amount).
3. At least one settled transaction (This depends on dispute reason).
4.Reason for dispute (Unauthorized transaction, duplicate charge, incorrect amount, etc).
This tool register all the contacts, via phone and email.
Zendesk
The funds for the transactions have a hold placed on them, and they are not accessible to the Member. This means the transaction is....
Pending
All escalations/transfers must be submitted via Zendesk as:
OPEN
What should you do with a credit-builder related to unauthorized transactions?
Close it immediately, and send a new one via standard.
What is a provisional credit?
Is a temporary reimbursement that may be applied to an account during the dispute process if the investigation is not completed before 10/20 business days.
Here you can see the debit transactions information, such as pending/settle status, amount, type of transactions, etc.
Spending transactions
These transactions are made via the special feature in the Chime App, this money is immediately transferred to your registered selected contacts...
Pay Friends Transfers
Department in charge of reviewing the disputes process, provisional credit, final resolutions, etc.
Investigations
The mm's FFE happened on November 15th, 2021. Today (Dec 21st, 2021) is contacting you to file a dispute for a canceled trxn that settled on Dec 1st, 2021.
When is the PVC deadline?
- January 20th, 2022
What is needed from a member to be eligible for provisional credit? Mention the special considerations.
- UT Disputed transaction no longer than 60 days.
- Reg E dispute.
- Dispute form submitted correctly within 10 business days since claim was filed for ACH
Here you can see all disputes historical and details
Dispute claims
What is ACH?
Automated Clearing House: Network used to electronically transfer funds from one bank account to another bank account using the account number and bank routing number.
Department in charge of potential complaints and special processes, such as wellness check.
Disputes Written Escalations (Tier 2)
In which cases you MUST offer the ACH Stop Payment?
- All unauthorized ACH cases.
Which disputes are not eligible for provisional credit?
- All Reg Z related disputes (credit builder).
- Non-reg E disputes (merchandise returned, merchandise not as described, non-receipt goods/services)
Here you can see the last 4 digits of the card used for all transactions, as well as the details of expired and declined charges
Real-time Auths
Which transactions are not disputable? (mention at least the most common ones)
Pending Transactions (Common)
Bill Payments (Chime Checkbook) (Common)
Third party apps transactions (Common)
Debit adjustments (Common)
Expired authorization transactions
Declined Transactions
Asset seizures
ACH returns
Late settlements
Department in charge of rebuttals and documents request....
Investigations T3
What are the red flags to escalate an ATO?
- Member says that account was hacked
- There is missing money
- The PII or personal information has changed
- We filed a dispute for the member.