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Create the Claim

Follow the steps listed on this page to initiate a new claim. This claim will be used to demonstrate how to reclassify the case.

Step 1: Answer “Which of the following would you like to report?” with “I made this purchase, but there is a problem and I need to dispute it.”


Step 2: Answer “Which of the following best describes the reason for your dispute?” with “I was charged the wrong amount or the charge posted incorrectly."


Step 3: Click the Continue button


Step 4: Locate and select the disputed transaction(s) or click Manually add the transaction to add a transaction to the claim, click the Continue button


Step 5: Answer the additional questions, then click the Continue button

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  1. Under “How were you charged or credited incorrectly” select “I authorized a purchase, but a second, unauthorized transaction was processed.”

  2. Enter the following in the “Please describe the additional charge and why it is not authorized:” freeform box:
    I returned the merchandise but I've yet to see the refund post to my bank account

  3. Answer “Did you attempt to resolve with the merchant?” with “Yes”

  4. If prompted, enter the following in the “Please explain.” freeform box:
    I went to the store to return the merchandise

  5. If prompted, answer “Do you have any additional information that should be provided to the merchant regarding your dispute?” with “No”

  6. Answer “Do you have any additional information to provide about this dispute?” with “Yes”

  7. Enter the following in the “Please provide any additional information.” freeform box:
    I have a refund receipt



Step 6: On the Summary screen, review the information, then click the Submit button

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