Disputes
"The merchant gave me the credit, I do not need the dispute anymore"
What should you do ?
Withdraw the dispute
What four pieces of information do you need to process a dispute?
What should you tell a customer when first submitting the unauthorized transaction dispute?
To bring you some peace of mind, you're never responsible for unauthorized transactions on Apple Card.
Should you transfer if a customer is asking a servicing questions?
No
How does the dispute credit affect the account balance?
Temporary credit is not applied to the available credit for the customer to use instead it is a hold so that the customer is not liable for the transaction while the dispute investigation is underway.
I did not authorize this purchase! I only used the free membership.
What is this?
How do you start the dispute process on UD?
Dispute Transaction
What card type should you use for a Virtual Card number?
Card Not Present
What do you do when a customer is stating they have a unauthorized declined transaction?
Transfer to fraud
If the AO mentioned they have experienced fraud with the merchant before, what do you do? (For the Virtual Card)
Cancel Card.
" My Physical Card was stolen yesterday, I need to dispute the recent transactions."
What is this?
Unauthorized transaction dispute
Should you ask if the customer has any additional transactions when disputing a subscription?
Yes
What is the estimated time for a dispute to be resolved?
2 billing cycles up to 90 days
What should your introduction include?
2 things
Full introduction along with customer's reason for contact
Name 6 Ra's used for Disputes.
Fraud
Non-Fraud
Withdraw
Reassert
Status
Partial Dispute
"Why is this charge still here if I returned the item?"
What is this?
Non fraud dispute
Where is the note template located in RA?
Step 6 - bottom of RA
What should you do after filling an unauthorized transaction with the Digital Card?
Unblock the Apple Pay
Replace/Cancel the VCN
Remove the Apple Credit Card from the Wallet App then re-add
Customer purchased a “Used GUCCI Belt” on eBay for $100. Original price for the belt is $495. Customer thought they were getting a genuine Gucci belt but upon getting the item they realized that the one of the G’s on the buckle is a “C” and not a “G”
What type of dispute is this and why are they disputing it?
Non fraud and sub type counterfeit goods / not as advertised
When should you create a L1?
When the customer is experiencing or is showing dissatisfaction within the chat.
"This merchant is a scam!"
What is this? Do you have enough information from this statement?
No, ask more probing questions to determine the dispute type.
If the customer becomes unresponsive and does not answer all the questions what should you do?
Two things
Selected the click here option
Send the "Please Contact Us" Correspondence .
What three things need to be done when processing a unauthorized transaction dispute on the Apple Pay?
Confirm customer has updated Apple ID password
Unblock Apple Pay
Replace VCN
Customer purchased a drink from Starbucks on 5/1 in the amount of $5.50 and left a $1.00 tip. Their total was supposed to be $6.50. customer has a charge from Merchant on 5/1 in the amount of $16.50. customer thinks merchant entered the gratuity incorrectly as $10 instead of $1.
What type of dispute is this and why are they disputing it?
Non fraud and Charged a different amount that what was marked
When should you create an L2?
When they request a supervisor or when the case needs to be escalated.