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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.
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 Received | 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 |
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As of 21.1, similar merchant descriptors are recognized which allows transactions with similar merchant names to be selected when the "Same Merchant" criteria applies. For example, when selecting transactions on a Cancelled Recurring claim, a user may select a transactions with descriptions of "Apple iTunes" and "iTunes Store #ABC123". |
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To enable manual transaction entry in your environment, set IsManualTransactionAllowed to true. |
Selected Transaction Overview
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With the release of version 3.12, the Selected Transaction Overview is available, for reference, from the Gather Details and Summary screens in intake. By default, the list of disputed transactions is collapsed, as shown below. When expanded, all disputed transactions are displayed, as well as the total dollar amount of all transactions. |
Related
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