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Overview

In this stage, we’ll select the claim and dispute reason. The questions here help us select responses that correlate to recovery reasons as defined by the Associations. To break it down, the Associations require Issuers to choose a reason for the dispute. Back-office analysts will follow Association guidelines to gather the required information and complete forms correctly which helps ensure a seamless recovery process. 
The questionnaire is dynamic and will present additional questions or different response options depending on how you answer each question.

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Claim Reasons

Which of the following would you like to report?

The first question defines the claim reason. There will be additional options based on the configuration and what products the client is using but here we’ll only focus on non-fraud and fraud claims for simplicity.

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I made this purchase, but there is a problem and I need to dispute it.
This is a non-fraud claim reason, also known as a dispute claim. Use this reason when the account holder is aware of and confirmed they authorized the charge to their account, but there’s an issue with the purchase.

I did not authorize this transaction. I suspect fraud.
This is a fraud claim reason. Use this reason when the account holder did not know of or did not authorize the charge to their account.

Fraud & Dispute Reasons

Which of the following best describes the reason for your dispute?

The second question defines the dispute reason which will translate to the recovery reason in the back-office. Although back-office analysts can update the claim and dispute reason, it’s critical we minimize the need for corrections by selecting the best-fit response, which may require a longer discussion with the account holder. We recommend completing a short practice by using real-world examples to help the learners understand which issues are non-fraud vs. fraud, and which dispute and fraud reason makes the most sense.
Explain each dispute and fraud reason for this question and use example calls/scenarios. For details on dispute reasons, click here.

Dispute

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Fraud

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Learner Practice

Present scenarios and challenge learners to determine the claim and dispute reason. This can be done as a self-guided practice by using a worksheet or taking a quiz. The practice works well as a group activity by raising hands or by using whiteboards. 

Below are scenarios to get you started:

I don’t recognize these charges but I still have my card

I fell for a spoof call scam and gave my card information out to a fraudster 

My old card broke so I ordered a new one but never got it and now there are charges on my account 

I got emails from Google telling me someone was trying to log into my account then I started getting random debits on my account even though I keep my card in my safe

My card case fell out of my pocket while walking to work downtown, I didn’t even have my card to make those purchases 

The store was supposed to refund me via Paypal but it’s been days and I never received anything back

I paid my cell phone bill in the Verizon store, but I ended up getting charged a second time through an automatic payment 

The store stated they never received the funds from my account but I was charged anyway for a new couch, the couch was never delivered 

Bought Pokemon cards from a local pawnshop, they are all fake but the pawnshop won’t accept my return 

I canceled my gym membership in person but Planet Fitness keeps charging me