Overview
Some dispute and fraud reasons will include a document requirement during the intake process. These documents are necessary for recovery.
- Paid by Other Means (I was charged more than once)
The account holder is requested to submit proof of payment by other means if the answer to the following questions is no:- Is the valid transaction on this same account?
- Is the other transaction on a <Name> card?
- Credit Not Received (I canceled or returned the merchandise or service and have not received the expected credit)
The account holder is requested to submit proof credit is due when the question "Were you provided a credit voucher, voided transaction receipt or refund acknowledgment?" is answered with "Yes."
- Fraudulent Application (I did not apply for this account)
The claimant is requested to return a Statement of Fraud Application
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Users should read, "Based on the details you provided and to assist with the investigation of your claim, we're requesting the following document. We'll send you instructions and any necessary forms." to the account holder and then advise of the requested document.
Step 3: Review the Document List
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If the user has the document on their computer, they can click the Attach new button to upload the file to the case.
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