Versions Compared

Version Old Version 8 New Version Current
Changes made by

Kristafanie Somers

Jeanette Maack

Saved on

Key

  • This line was added.
  • This line was removed.
  • Formatting was changed.


Create the Claim

Follow the steps listed on this page to initiate a new claim.

Step 1: Answer “Which of the following would you like to report?” with “I

made

participated in this

purchase

transaction, but there is a problem

and I need to dispute it

.”

Image Removed

Image Added


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."

Image Modified


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

Image Modified


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

Expand

  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

Include this info in soap box: Account holder called in and told us they have a refund receipt but the merchant hasn't issued the refund yet

Action the Claim

This claim will be used to demonstrate how to reclassify a case. Credit Posted as Debit is often confused with Credit Not Received. 

Step 1: 

Image Removed

Image Removed