Micky
For Mastercard disputes, what reason code will you use for cancelled merchandise/service?
Credit not processed.
For Mastercard disputes, what reason code will you use if customer paid and got an error while processing the payment?
Transaction did not complete
What is the dispute time limit for 13.2 Cancelled recurring transactions?
118 days from transaction processing date
What Trans ID in C3 will you use to locate the authorized user?
IACR
What TransID will you use to place memo in C3
AAME
Customer booked a roundtrip airline ticket through a Travel Agency. Her travel date was on 12/02/2023. Three weeks ago, she received an email advising that the airline has cancelled all flights for December 2023. Can you file a dispute, and if you can, will customer receive temporary credit after you file the dispute?
Yes, you can file a dispute using Non Receipt of Service, but case will be pended by the system for 30 days from cancel date. CM will not receive the temporary credit right away.
Customer paid $4500 for a roundtrip airline ticket through United Airlines to travel to The Cayman Islands. When she got to the airport, the airline refused to board her since her passport will expire in 5 months. Merchant refused to refund her airline ticket. Can you file a dispute, and if you can, what reason code will you use?
No. Customers travelling are responsible to comply with the destination countries' requirements. United Airlines is able to render the service and can provide it, but because of the requirements of country of destination, they can refuse to board passengers who are non-compliant.
Customer paid $1000 on 12/01/2023 to Uhaul for moving service. She paid using her Chase Visa card. While merchant moved her stuff, they damaged her piano, broke 5 lamps, and lost an heirloom jewelry. The estimated breakdown of damages/lost items are: piano - $450, 5 lamps - $250, jewelry - $600. What type of claim are you filing, and what is the dispute amount?
Tort claim. Can only dispute $1000 which is the amount charged on the credit card.
Customer called today because she noticed that on her Mastercard credit card statement, there was a charge of $1750 on 08/30/2023 from Nationwide for an auto insurance. She already paid for this insurance using her checking account. You opened a case in IDMS and you notice that the Central Processing Date is 08/31/2023. Can you file a dispute and if you can, what reason code will you use?
No. Charge is past time frame. Can only dispute for MC Paid by other means no later than 88 days from settlement date.
You are processing a Mastercard dispute. After submitting the dispute, what will you advise the customer? Provide the suggested scripting for MC disputes.
I will put the charge on hold so that it will not accrue any interests or fees. We will have this case reviewed further, and we will give you an update within 15 days.
Customer purchased some lingerie from Amazon on 11/15/2023 using her Chase Mastercard. She received the items on 11/30/2023, was not satisfied with the quality, so she returned them via USPS on 12/01/2023. She's calling today to dispute the charge. She is still within the merchant's cancellation policy. Can we file a dispute, and if so, what Reason Code will you use?
NO. Ask the customer to call back 15 days from date of merchandise returned before we can file dispute.
Yes. 12.6 Duplicate Processing.
Customer called on 12/04/2023 to dispute some items she ordered from Bed Bath and Beyond using her Chase Visa card. She ordered from this merchant, was charged $380 on 05/08/2023, and until now, she hasn't received her order. The merchant did not provide any delivery date. Can you file a dispute, and if you can, what reason code will you use?
No. Charge is already past time frame.
You are submitting a Mastercard dispute, and you have determined that merchant has not issued any credits yet. What actions will you take on the IDMS case before you process the MCCM form in Sharepoint?
Manual-pend case from Other Actions
Select Other Department Actions as Pend Reason
Pend case for 7 days
You successfully processed a dispute for $15.00 with United Airlines. What is your suggested scripting after filing the dispute?
We have resolved your dispute and a permanent credit will reflect on your account within 24-48 hours. You will also receive a correspondence within 7-10 days.
If customer fails IB Authentication in IDMS, what is your next step?
Advise customer that you will engage a Fraud Operations specialist for additional authentication. Then call FCC IB.
Customer had a reservation with The Canyon Suites hotel, and was charged $1450.00 for 4 nights. She will not be able to make it due to a health emergency. The hotel charges $300 cancellation fee. Customer cancelled her reservation and called to dispute $1450.00. Can you file a dispute, and if you can, what will you advise customer?
Yes, can dispute for cancelled services, but will only be able to dispute $1150. We are unable to dispute for the full amount since hotel charges $300 for cancellations.
For Visa disputes on Counterfeit merchandise, where can customers have the counterfeit items inspected?
Any of the 3:
Owner of the intellectual property or its authorized representative
Customs agency, law enforcement agency, or other government agency
Third-party expert
Customer was charged every month by Just Answer.com on her Chase Mastercard after she used their service one time. Customer never provided expressed consent to be charged for recurring transactions. Can you file a dispute and if you can, what reason code will you use?
Yes. Customer disputes recurring transactions.
Customer has a pending charge of $40 on her Chase Mastercard from Adobe. She already cancelled her Adobe account on 10/01/2023. Can customer file a dispute, and if so, what reason code will you use?
We are unable to dispute pending charges. Advised customer to call back after charge has posted.
Customer purchased a Nutribullet using her Chase Visa card on 10/26/2023, she received the item on 11/01/2023. She was able to use it until it stopped working around 11/15/2023. Can you file a dispute, and if you can, what reason code will you use?
No. Merchandise received in good condition. Customer can contact merchant to see if item has warranty to cover defects.
Customer called on 12/04/2023 to dispute a charge on her Visa card for $110.00. She purchased a cardigan online on 12/02/2023, and after submitting the payment, she received the confirmation of her order where it says the merchant is located in China. She said she was scammed. Customer has not received the cardigan yet, merchant has not specified a delivery date, and merchant does not allow cancellations. Customer stated she will never receive the merchandise because the merchant scammed her, they did not disclose that they were in China. Can you file a dispute, and if so, what reason code will you use?
No. Advise customer to call back 15 days from transaction date if merchandise is still not received so we can dispute for 13.1 Merchandise Not Received.
Customer booked 2-night stay at Marriott using her Chase MC. Customer was billed $500 by Marriott Hotel on 12/01/2023 for the 2-night stay, but was also charged $300 on 12/03/2023 for damages to property inside the hotel. CM called to dispute the $300 since she never damaged any property when she checked out. Can you process the dispute, and if you can, what Reason Code will you use?
Yes. Addendum Dispute
Customer paid for an Alaskan Cruise using her Chase Visa card on 05/25/2022. The cruise was supposed to happen on 11/25/2023, however, she received an email from the merchant that the cruise had been cancelled due to unforeseen circumstances. Customer called today to file the dispute. Can you still file a dispute, and if so, what reason code will you use?
No. Transaction date was on 05/25/2022, more than 538 days.
What does C3 stand for?
Chase Card Core