Reasonable Investigation
A customer notices a charge from McAfee Antivirus software and customer said this is fraud because the customer said they signed up for the susbcription a year ago and they never gave authorization for the merchant to bill them again. Is this Fraud or Non-Fraud?
Non-Fraud
What do we call the dispute occurs when customer is disputing quality of goods or services received?
Claims/Defences
What does IDMS stands for?
Integrated Dispute Management System
What does C3 stands for?
Chase Card Core
Give at least 3 qualified dispute channels
Chase Address, Chase.com/Chase Mobile App, Edocuments
Give at least 3 processing/billing errros
PBOM, Incorrect amount, Duplicate Billing, Non-receipt, Cancelled/Returned, Cancelled recurring
Where do we route cases that for customers asserting the charges are unauthorized?
Fraud Operations
Name at least 3 of our Dispute systems
IDMS, C3, EIV, Internet search, Chase Answers
Give at least 1 type of transaction not covered by Reg Z
Business accounts, Cash advance, Quasi Transactions, Wire Transfers
Give at least 3 Dispute Resolutions options
Chargeback, Validation, Merchant Credit, Bank Loss