Initial Inv
SRT/QCS
Reassertion
Repre
Scenarios
100

(True or False) Reason code changes must include an explanation.

True (PEGA pg 11 and FD pg14)

100

When a denial is rejected, what are 3 things the SRT Agent must notate in the feedback?

Reason Code

Reject Reason

Required Fix

(FD pg 45, PEGA pg 32)

100

When completing an Affiliate Reassertion, the agent must notate any Errors Identified after completing the investigation.

True (PEGA pg 32, 37)

100

What questions on the evaluation form are not required when reviewing a representment? 

1, 2, 5, 6, 7 (PEGA pg 21, FD 34)

100

A cardholder disputes a transactions and states they ordered potato wedges which were $1.59 more, but received French fries. What would be the appropriate reason code?

  

Not as Described

200

True or False, is the Auth Log Review section REQUIRED when completing the Post Chargeback portion of the investigation? 

False, only if applicable (PEGA pg 3)

200

If an agent omits the Questionnaire section how would QCS grade the agent?

Critcial Policy and Procedure - Medium Impact

(FD 46, PEGA 17)

200

(True or false):  Non-Affiliate Reassertions only need to review First Track notations for Reopen Requests & notate any new details received?

False (PEGA pg 45, FD pg 58)

200

If the representment DOES NOT link to the cardholder, which response would be sent to the merchant?

Decline Response (PEGA pg 14)

200

Restaurant or Bar Tab charged twice on the same card. (one with tip, one without)

What reason code is this an example of? 

Paid by Other Means

300

If we do not have chargeback rights due to the CAT Code, what letter and resolution action must be used to deny?

RES: DENY RVW- NO BILLING ERROR 

523 (FD pg 23)

  

300

If an agent forgets to upload the website page but notates the investigation accurately, how would QCS grade the agent?

Policy & Procedure - Low Impact (PEGA pg 17, FD pg 46)

300

This must be reviewed to verify if the authorization details align with the transaction posting, unless the reason code exempts it.

Authorization Log Review Authorization Log Review (PEGA pg 4, FD pg 12/13) 

300

True or False? When working Affiliate, if there is NO FULL Investigation conducted prior to the review of Representment documentation, the agent is required to conduct a full investigation.

True (PEGA pg 14)

300

True or False, if the cardholder requested withdrawal but chargebacks were already keyed can we withdrawal the transaction from the claim?

False

400

Merchant website must be reviewed and screen shot must be uploaded for which Reason Codes?

Cancelled Recurring

Cancelled Services/Merchandise

Credit not Processed

Returned Merchandise

(FD pg 13, PEGA pg 4)

400

What are 4 types of Denial Decisions SRT can provide after reviewing an investigation?

Denial Approval

Denial Rejection

Approval

Approved Feedbacks

(PEGA pg 32, FD, pg 45)

400

(True or False) : When working on a reassertion agent will only investigate the transaction(s) we have received a reopen request for.

TRUE

400

If the cardholder withdrawals a transaction from the claim but a chargeback was already keyed, what would be the appropriate response to send the merchant after receiving the representment?

Acceptance Response (PEGA 14)

400

 A Non-Affiliate fraud investigator refers a case to Disputes and advises the cardholder has prior history with the merchant. The transaction that was referred is a charge for APPLE.COM for $500.00 and the cardholder's prior history is 1 APPLE.COM charge each month on the same day for $4.99. Should this case be worked as a dispute?

No. Should be referred back to fraud.