Overview
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I am dissatisfied with the merchandise or a service I received.
- 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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I didn't make the purchase, but I still have my card.
- 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."
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?