Galileo
What details we can use to pull up the CH's account in Galileo?
XID / PAN
The cardholder wants to file a dispute while the transaction is still pending on 08/01/2021 and has been advised by the intake to call again after the transaction settled. The transaction settled on the same day after the call. The cardholder called in again on 08/03/2021 to inquire for a direct deposit not mentioning the disputed transaction. After 5 days on 08/08/2021 the CH called in to check for the previous dispute he/she wants to file last 08/01/2021. Dispute was filed on Dispute tracker on 08/08/2021. What should be the cardholder's discovery date?
08/01/2021
Entry mode: 5,07,95
Chip Card
The date the customer has reported the dispute through either Voice or Non-Voice channels. This triggers all of Dispute Timelines.
ICC
Raj is investigating a lookback claim however it is a Non Reg E. How should he continue? *
Deny the claim.
During the investigation, Jae is answering the MIKA question about the balance being depleted to less than $10.00. How should he check for the remaining balance after the disputed transaction? (E2E/LB)
Find the last disputed transaction's authorization date, check the account balance after the auth.
The cardholder wants to file a dispute while the transaction is still pending on 08/01/2021 and has been advised by the intake to call again after the transaction settled. The transaction settled on the same day after the call. The cardholder called in again on 08/03/2021 to inquire for a direct deposit not mentioning the disputed transaction. After 5 days on 08/08/2021 the CH called in to check for the previous dispute he/she wants to file last 08/01/2021. Dispute was filed on Dispute tracker on 08/08/2021. What should be the ICC?
08/08/2021
This is where we based our transfer source and CB rights
AUTH 00
After investigating a No Auth lookback claim, Ron's investigation is leading to grant. What letter should he use to send to the cardholder? (LB
Letter 13- Overturn Letter
Helen saw a full merchant credit while she is investigating a single transaction claim. What should be the next process? (E2E
Close the case as Granted - Merchant issued Credit.
What is the tab in Galileo that contains all reloads the cardholder initiated may it be in the form of Cash Reload or Direct Deposit?
Payment History
Nabi is disputing a charge from her newly activated account on 07/30/2021. Until when should we receive the dispute letter from her? (E2E)
August 27, 2021
Authorization code
Seol is processing a lookback claim when she noticed that the previous analyst failed to contact the merchant due to directed to IVR. What should she do next? (LB)
Initiate MCO and create a detailed notation of what happened on the call.
Christine wants to file a dispute because she paid by cash when her card did not go through the first swipe. What type of dispute should be filed?
Payment by Other Means
While exporting the transaction history in an excel file, Roselyn was unable to easily identify the disputed transactions. How can she get her life easier and see the transactions easily? (E2E/LB) *
Highlight the authorizations and settlements. Red for Auth and Purple for Settlements.
While investigating, Popoy noticed that there were transactions being disputed that is within and beyond the 30 days of the cardholder's first load date on the account. Is it considered as an old account, or a new account? (E2E) *
New Account
While investigating, Lee noticed that there is a merchant credit sitting on Visa and is not yet reflected in Galileo CST. What should he do next? (E2E)
Call Visa and seek assistance to push the credit in CST to reflect.
No Auth - During the merchant call out, Pearl was able to validate the cardholder's name, however there was no other matching information on the merchant's end. Transaction is a Moto Non 3D. How would she proceed? (E2E)
Conduct a 4-wall investigation and if there are no enough denial reason, > file chargeback.
Mavis failed to validate the transaction over the phone for a Duplicate Type, what should be the appropriate action?
Grant the Claim
While checking the user notes, Elsa noticed that there were Pulse transactions that were being disputed. Where can she track the Pulse transactions?
Manual Tracker
Drei was assigned a newly created case with CH notif date: 03/01/2021 However, as per checking CST, she found out that the cardholder initially called on 12/09/2020. The transactions in dispute already settled on 12/05/2020. What should be the CH notification date? (E2E)
12/09/2020
Chip Data Service Code:
201, 221, 601
John was scrolling through the transaction history and saw a Deny code: 55. What does Deny code 55 mean? (E2E/LB
Invalid PIN
Today is Karren's pay day, she went to an ATM and withdrew $100.00 to buy Frodo's treats and toys. When the cash dispensed, she saw that it was only $75.00. What type of dispute can she file?
ATM Non Dispensed Partial