Once the dispute reason has been identified, the user is presented with a list of recent transactions, sorted from newest to oldest. Basic information including the transaction type, the last 4 digits of the card number (where applicable), transaction amount, and description are displayed. Select the transaction(s) in dispute.
...
| Info | ||
|---|---|---|
| ||
When a user clicks on a transaction that already exists on a previous claim, a message will be displayed: “Not disputable. Transaction exists on claim XXXXXXXXXXX” and the transaction will not be selectable. |
Selection Criteria
Based on the dispute reason, transactions may be filtered, and selection criteria may be enforced as shown below. If a user attempts to select a transaction that is not allowed, a message will be displayed to let the user know why it is not allowed.
Selection Criteria
Claim Reason | Questionnaire Verbiage | Filter | Allowed |
|---|---|---|---|
Late Presentment | I was charged or credited incorrectly - I was charged more than 180 days after I authorized the transaction | Debits | Single |
Credit Posted as Debit | I was charged or credited incorrectly - I should have received a credit but was charged again | Debits | Single |
Debit Posted as Credit | I was charged or credited incorrectly - I should have been charged but received a credit | Credits | Single |
Incorrect Amount | I was charged or credited incorrectly - I was charged the wrong amount | Debits | Single |
Incorrect Credit Amount | I was charged or credited incorrectly - I received the wrong credit amount | Credits | Single |
Charged More Than Once | I was charged or credited incorrectly - I was charged more than once | Debits | Multiple (Same Merchant) |
Merchandise/Service Not Provided | I haven't received merchandise or a service that I was expecting | Multiple (Same Merchant) | |
Cancelled Recurring | I cancelled a recurring transaction but was still charged | Multiple (Same Merchant) | |
Not as Described | I have an issue with merchandise or a service that I received - The merchandise or service is not as described | Single | |
Damaged/Defective | I have an issue with merchandise or a service that I received - The merchandise is damaged or defective | Single | |
Quality | I have an issue with merchandise or a service that I received - The merchandise or service has a quality issue | Single | |
Counterfeit | I have an issue with merchandise or a service that I received - The merchandise is counterfeit | Single | |
Misrepresented | I have an issue with merchandise or a service that I received - The terms of sale were misrepresented | Single | |
Credit Not Processed | My credit has not been processed | Single | |
Cancelled/Returned Merchandise/Service | I cancelled or returned merchandise or a service but have not been issued a refund | Single | |
Fraud | I did not make this purchase | Multiple | |
ATM Withdrawal | I did not receive cash or received partial cash at an ATM | MCC = 6011 or Type = "ATM" | Single |
ATM Deposit | My ATM deposit did not post to my account or posted for the wrong amount. | MCC = 6011 or Type = "ATM" | Single |
| Info | ||
|---|---|---|
| ||
When a user clicks on a transaction that already exists on a previous claim, a message will be displayed: “Not disputable. Transaction exists on claim XXXXXXXXXXX” and the transaction will not be selectable. |
References
| Stagil incoming links macro | ||
|---|---|---|
|
Manual Transaction Entry
When enabled, transactions can be entered manually by a user. This is useful in environments where historical transaction data is not available.
This extension should only be enabled on an as needed basis as it does present a risk that transaction data will be entered incorrectly. By default, automatic decision is disabled for manually entered transactions. This feature is only visible to internal users.
| Tip | ||
|---|---|---|
| ||
To enable manual transaction entry in your environment, set IsManualTransactionAllowed to true. |
...
References
| Stagil incoming links macro | ||
|---|---|---|
|