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Overview 

Associations require specific information to be documented for the Issuer to attempt recovery. The purpose of this questionnaire is to meet the Association's information requirements which helps ensure faster claim resolution and efficient claim processing. 

We recommend taking an interactive approach to training on this questionnaire instead of going through every dispute and fraud questionnaire with the learner group. 


How-To

Step 1: Determine which questionnaires you want to demonstrate

We recommend walking through the following dispute and fraud reasons:

  1. I am dissatisfied with the merchandise or a service I received.
    This non-fraud claim reason reflects the most questions of any questionnaire.

  2. I was charged more than once.
    This non-fraud claim reason presents the transaction select and the account select tool based on how questions are answered.

  3. I didn't make the purchase, but I still have my card.
    This fraud claim reason has the least amount of questions and reflects the block and reissue options if enabled.


Step 2: Create a narrative for the claims

Use a mock call, ask a learner to be the account holder while you play the role of the intake specialist, or simply go through the questionnaire question by question. 


Step 3: Create the claims

Follow the instructions here to create these claims. Adjust the responses to fit your narrative where needed.


Step 4: Walk through the questionnaires

Keeping your narrative in mind, complete the questionnaires. For additional details and a collection of all questions, go here.
Below are key functions and details to highlight. 

I am dissatisfied with the merchandise or a service I received.

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  • Are you disputing the full amount of the transaction?
    This question is present on dispute claims and allows the user to lower the dispute amount.

  • Is dispute related to the quality of food received from eating places or restaurants?
    This question is present on Visa dispute claims. It's important to define "eating places" as a place a consumer goes to eat, including delivery services. 

  • Please provide a description of the merchandise and the quality issue.
    This is a two-part question: description of what was purchased and the reason why the merchandise doesn't meet expectations. Users must capture responses to both parts of the question.

  • Did you return the merchandise?
    If yes, the user will be presented with many additional questions about the return method, timing, etc. 

I was charged more than once.

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  • Is the valid transaction on this same account?
    If yes, the user will be presented with the Select Transaction tool to select the authorized charge.

  • Is the other transaction on a <Name> card?
    If yes, the user will be presented with a list of the account holder's accounts to select the account that was used for the authorized charge. 

  • What was the other form of payment?
    This question is present when the above questions are answered with "No." The user is prompted to select the other form of payment used for the purchase.

I didn't make the purchase, but I still have my card.

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  • Have you ever done business with any of these disputed merchants?
    The purpose of this question is to ensure the disputed activity is not recurring or otherwise authorized. Oftentimes, account holders will forget or be unaware of a subscription or payment plan they agreed to, which is not fraud.
    Another way to ask this question is, "Have you ever authorized a charge to this merchant/these merchants in the past?"
    If yes, an additional question will be presented.

  • Is it possible that this is a planned, recurring transaction, such as a monthly or yearly subscription?
    This question is presented when the above question is answered with a "Yes." If yes, an important message will be presented.

  • Based on the information you provided we'll need to update the claim reason. Please click continue to proceed.
    The user will need to return to the Claim and Dispute Reason screen and update the dispute reason to "I have an issue with a recurring transaction on my account."

  • Would you like us to send you a replacement card?
    If block and reissue functionality is enabled, you'll see this question following the disclosure, "Due to the fraud on your account, we are canceling your card."
    If yes, an additional question/message may be presented that is specific to any fees, mailing times, or other related instructions. 
    If no, a disclosure will display advising, "No new card will be issued at this time. <client configured instructions>."

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Learner Activity

Create a worksheet for learners to use as they explore the questionnaires in Confluence or enable them to use the staging environment. If using the staging environment, provide step-by-step instructions so that the users know which accounts, transactions, and claim reasons to use.
The worksheet should include the following:

  • Multiple choice questions regarding the questions on the questionnaires to build content familiarity 
    Example: Which of the following questionnaires will not have the block and reissue questions?

  • Freeform questions that prompt the learner to explain how they'd ask/define the question to prepare them for live calls
    Example: How would you explain what this question means: Have you ever done business with any of the merchants involved in the fraudulent transactions?
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