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
Can we file a dispute for third-party apps?
No, we are not able to give information to third parties.
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
What should you do if a card related to unauthorized transactions is marked as LOST?
- Place a special note in Admin, advising others not to reopen it as has unauthorized transactions.
- Remove the card closure part from the main macro.
What is needed from a member to be eligible for provisional credit?
- Disputed transaction no longer than 60 days.
- Reg E dispute.
- Dispute form submitted correctly within 10 business days since claim was filed
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 PVC overdue, reactivation of cards, sup/manager tickets, etc...
Disputes Written Escalations (Tier 2)
Consider that on May 17th, 2021 a dispute for UT was filed. When is the deadline for DF and PVC?
The member's FFE was on February 5th, 2020.
The trxn settled on May 1st, 2021
DF: May 31st, 2021
PVC: June 1st, 2021
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....
Docs and Rebuttal
Which types of disputes don't allow members to send the DF in their own words? (Mention at least 2)
-Direct debits.
- External Bank transfers.
- Pay friends transfers.