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.
Reg E EA Disputes
What are Cancellation, Amount Discrepancy, Charged Twice, Paid by Other Means, Credit Not Posted and ATM Non-dispensed?
Reasons for merchant call-out
Validate the transaction, match CH info, request for merchant docs
An indication in LEAN that the merchant is a member of Verifi CDRN.
There's a "Send Verifi MQ" option
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.
Cancellation Reg E
What is a claim where transaction was cancelled on or before the authorization date?
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
The timeframe for merchants to respond in CDRN claims
48 hours to 5 business days
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.
Investigate - Initiate merchant call-out and/or submit chargeback.
Non Reg-E Possible Investigative Action(s)/Resolution:
ICC: May 29, 2020.
Trans. Details: $49.99 from Xbox dated Feb. 1, 2020.
Dispute reason: Merchandise Not Received
Merchant Call-out: Unsuccessful
Is it to resolve case as De Minimis?
Information to check prior to initiating a merchant call-out
The three information you need to enter and where to get them in submitting a claim to CDRN for review.
ARN, Card Expiration Date, Authorization Code
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
Investigate - Initiate merchant call-out and/or submit chargeback for Google. We can write-off the itunes transactions since they're below cb threshold and part of DNC.
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.
Is it to deny the claim since there's no recovery option from merchant callout and no cb rights?
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.
Explain the "Approved" outcome in CDRN.
An approved case will prompt us to watch for a credit. Generally, merchants issue a credit within 48 hours.
Three scenarios where analysts can already resolve a claim without further investigation.
What are De Minimis, Full Merchant Credit and Claim Cancellation?
Based on the new De Minimis update, describe the process for a $35 and $15 from Wish.com & $70 from Amazon; Merchandise Not Received
Investigate - Initiate merchant call-out and/or submit chargeback.
Non Reg-E Possible Investigative Action(s)/Resolution:
ICC: May 29, 2020.
Trans. Details: $199 from Xbox dated March 18, 2020.
Dispute reason: Merchandise Returned
Merchant Call-out: Info provided by merchant was incomplete
Is it to proceed with chargeback and wait for chargeback results?
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?"
Explain the "Decline" outcome in CDRN and the analyst's next steps to take
A declined case means we have no further recourse through CDRN. We should however proceed with normal investigation such as submitting a chargeback.