...
Which of the following would you like to report?
The first question defines the claim reason. There will be additional options based on the configuration and what products the client is using but here we’ll only focus on non-fraud and fraud claims for simplicity.
- I made this purchase, but there is a problem and I need to dispute it.
This is a non-fraud claim reason, also known as a dispute claim. Use this reason when the account holder is aware of and confirmed they authorized the charge to their account, but there’s an issue with the purchase. - I did not authorize this transaction. I suspect fraud.
This is a fraud claim reason. Use this reason when the account holder did not know of or did not authorize the charge to their account.
...
Which of the following best describes the reason for your dispute?
The second question defines the dispute reason which will translate to the recovery reason in the back-office. Although back-office analysts can update the claim and dispute reason, it’s critical we minimize the need for corrections by selecting the best-fit response, which may require a longer discussion with the account holder. We recommend completing a short practice by using real-world examples to help the learners understand which issues are non-fraud vs. fraud, and which dispute reason makes the most sense.
Explain each dispute and fraud reason for this question and use example calls/scenarios. For details on dispute reasons, click here.
Dispute
Fraud
Recommended practice