EA Investigation Guide
Characteristics of customer contact to be considered as ICC
What are transaction details, dispute reason and at least one settled transaction?
The new De Minimis Threshold Update
The new Under Threshold amount is $50 for single transaction and multiple transaction claims across all dispute types.
Sample document to deny a Paid by Other Means Claim.
Documentation indicating that payment was not made through other means.
Reasons for merchant call-out
Validate the transaction, match CH info, request for merchant docs
Provisional Credit Requirements
What are Reg E claim, Written Confirmation received with 10th BD from ICC and Claim reported within timeframe?
Based on the new De Minimis update, describe the process for a $50.01 Paid by Other Means claim.
Initiate merchant call-out or submit chargeback.
Sample document to deny a Cancelled Transaction Claim.
Documentation indicating that the cancellation does not meet merchant terms and conditions.
Card Present type of merchants that can most likely provide info regarding the transaction in question
Hotels, Airlines, Furniture stores or delivery, Car rentals/mechanics
Within timeframe claim
What is a claim reported within 60 days from the billing statement date of the first disputed transaction?
Based on the new De Minimis update, describe the process for a $90 and $15 from Boost Mobile, Cancelled Recurring.
Initiate merchant call-out or submit chargeback.
Non Reg-E Possible Investigative Action(s)/Resolution:
ICC: May 29, 2020.
Trans. Details: $199 from Xbox dated Feb. 1, 2020.
Dispute reason: Merchandise Not Received
Merchant Call-out: Unsuccessful
Initiate chargeback and wait for cb result.
Information to check prior to initiating a merchant call-out
EA Dispute types that belong to Reg-E claims
What are Amount Discrepancy, Cancellation (Recurring Transactions), Charged Twice, Credit Not Posted, Paid By Other Means
Based on the new De Minimis update, describe the process for a $12, $17, $18 from iTunes & $49 from Google; Credit Not Posted
Split the case per merchant, write-off both tickets for iTunes totaling to $47 and the $49 from Google.
Non Reg-E Possible Investigative Action(s)/Resolution:
ICC: May 29, 2020.
Trans. Details: $199 from Xbox dated Dec. 1, 2019.
Dispute reason: Cancelled Merchandise
Merchant Call-out: Merchant confirmed that ch cancelled within the allowable period but they can no longer issue credit.
No recovery option therefore, deny the claim.
Information to include in notations after a successful merchant call-out.
Date and Time when call took place, Phone number called, merchant name, merchant contact, summary of info gathered.
Three scenarios where analysts can already resolve a claim without further investigation.
What are De Minimis, Full Merchant Credit and Claim Cancellation?
Non Reg-E Possible Investigative Action(s)/Resolution:
ICC: May 29, 2020.
Trans. Details: $199 from Xbox dated Jan. 18, 2019.
Dispute reason: Merchandise Returned
Merchant Call-out: Info provided by merchant was incomplete
No recovery option therefore, deny the claim.
Opening Spiel for Merchant call-out
"Hi! This is ________ calling from Chime Bank Loss Prevention Department. I’m calling on a recorded line for quality purposes regarding our mutual customer Adam Smith.
He contacted us about a transaction made on his account and
claiming that it is ___________and we would like to validate this with you. What information do you need to locate this transaction?"