Nonfraud
Name at least 3 reasons for Nonfraud chargebacks.
What is error, Dispute is invalid as a dispute already exists for the full transaction amount of this transaction.
When this Error occurs...it is because fraud report is not deleted before refiling. Duplicate claim or incorrectly matched to wrong transaction ID
Do we send AI, if it was sent on previous claim and not received?
No, we call the customer and request the docs. We can pend if customer state can submit in a couple days, otherwise deny and advise customer to refile when docs available to submit
In order to do a counterfeit chargeback who can identify the item is not authentic.
A letter from expert that can confirm item is not authentic but a fake. We can also use a print out of the authentic merchant's website indication if the merchandise was purchased from any other website, it is not authentic.
When can we process a chargeback for a P2P transfer with MCC 4829?
If the recipient did not receive the funds, services were not rendered. As the merchant is responsible to get funds from A to B.
How many days must we wait after cancellation/return before doing chargeback?
What is 15 days.
What does this error mean, This action is not allowed. Dispute cannot be submitted without ATR selection.
When associated transactions or credits are applied to dispute amount.
What must you do if you agree with denials on previous claim up to 3rd filing?
Add to reassertion tracker with denial reason with your own comments...not copied from prior claim, call customer to discuss denial, notate claim of call/reassertion and wait for manager/FOA/TL approval on reassertion to process
If we are unable to process the chargeback due to details in the questionnaire, what should we do?
Attempt to call the customer and if unable to reach them, send an AI letter and pend claim and D-cases.
Why would we have no chargeback rights for MCC 4829?
If trying to purchase goods or services, services are rendered at the time funds are transferred to the recipient and cannot be cancelled once accepted.
We have no chargeback rights for accidental payments.
In order to do a cancel recurring dispute, the cancellation has to be before what date?
What is authorization date.
What is meaning of error, Dispute is invalid as a credit or reversal is associated to the disputed transaction and the total credit or reversal amount is sum of credit or reversal is either equal to or greater than the transaction amount OR full amount is being disputed when a partial credit was found
When credits are present, if partial deduct from transaction amount and update dispute amount in claim to reflect with details as why it is not the full amount. Under actions, deselect the association of credits if not related to transaction in dispute.
What filing is not considered a reconsideration?
It is not a reconsideration after the 3rd filing.
Do we call the customer in NF Correspondence, if the document does not support the claim?
Yes
What do you do, if RDR in calculator but no provisional credit in calculator?
Do an additional monetary credit, send payp and notate provisional credit comments
When is documentation required for merchandise/service not received chargeback?
When
What type of merchants have No CB rights for not as described/quality?
Nail, Hair, Skin, or Food without chargeback rights unless nonreceipt, cancellation or credit slip with documentation submitted.
When is a call not required on the 3rd filing for reconsiders?
If customer was reached on 2nd denial and you agree with the denial reasons with no new info provided, you do not have to call the customer.
Can we do a duplicate chargeback if transaction is not for the same amount and date, if not what chargeback is needed for this scenario and is documentation required?
No, it would be paid by other means and statement is required.
When can we process a gift card dispute?
When customer attempted to use gift card but funds were not available. This can be done as nonreceipt of service.
When is documentation required for not as described/defective and who must it be from?
In what scenario can we attempt to process a chargeback for gas stations?
If it is duplicate processing.
How long should a reconsideration claim be pended while you are waiting on approval?
Next business day
What must be included on a credit slip to be acceptable as proof of a refund owed as credit not processed?
It must have the date, amount that credit was processed for, and account number refunded to.
Bonus Fraud
What are some signs of TPI scenarios? How many times must you attempt to contact customer?
Nonreceipt transactions over $1,500, money orders or gambling..New Account, frequent cash app/zelle transfers, or ATM deposits..2 call attempts