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Select the accurate claim and dispute reason.
NOTE - card claim reasons are shown.
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| Claim Reason | Requested Document | Summary |
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| Paid by Other Means | Proof of payment | The accountholder used a different payment method but was charged a second time using their account. They will need to provide a bank statement, screenshot of transaction activity, or a receipt showing the authorized charge on a different account or payment method. Example: Accountholder says they paid in cash. They will need to provide a receipt showing the cash payment. Example: Accountholder says they paid with their Quavo Bank debit card. They will need to provide a bank statement or receipt showing the charge to their Quavo Bank account. |
| Credit Not Processed | Proof credit was issued | The merchant hasn't issued the refund the accountholder was promised. The accountholder will need to provide proof they are due a refund with an email or letter from the merchant, a refund receipt, or a cancelled transaction receipt or contract. |
| Incorrect Amount | Proof of incorrect amount | The accountholder was charged the wrong amount. They will need to provide proof of the correct amount with a receipt, contract, or email/letter from the merchant. |
| Fraud Application | Statement of Fraud Application | The accountholder will be provided with this form in their confirmation letter. They will need to fill it out, sign it, then return the form. This is a configurable claim reason. |
| Merchandise/Services not Received | Statement of Dispute | The accountholder will be provided with this form in their confirmation letter. They will need to fill it out, sign it, then return the form. Requesting this form is optional. |
| ATM Withdrawal | Statement of Dispute | The accountholder will be provided with this form in their confirmation letter. They will need to fill it out, sign it, then return the form. Requesting this form is optional. |
| Unauthorized (ACH) | Written Statement of Unauthorized Debit | The accountholder will be provided with this form in their confirmation letter. They will need to fill it out, sign it, then return the form. The verbal attestation can be used in place of the WSUD. This is an optional feature. |
| Revoked (ACH) | Written Statement of Unauthorized Debit | The accountholder will be provided with this form in their confirmation letter. They will need to fill it out, sign it, then return the form. The verbal attestation can be used in place of the WSUD. This is an optional feature. |
| Unauthorized (Check) | Unauthorized Remotely Created Check Form | The accountholder will be provided with this form in their confirmation letter. They will need to fill it out, sign it, then return the form. |
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Dispute Reasons | ||
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| Dispute reason | Claim type | Summary |
| I made participated in this purchasetransaction, but there is a problem and I need to dispute it. | Non-fraud Dispute | The transaction was authorized but there was an issue with the merchandise or service such as a quality concern, an issue with delivery, or a cancellation. |
| I did not participate in this transaction, and I did not authorize anyone else to participate in this transaction. I suspect fraud. | Fraud Dispute | The transaction was not authorized. The member's card was lost, stolen, or online purchases were made using their account information. |
| I had an issue while using my card at an ATM. | ATM Dispute | The member attempted to obtain cash from an ATM but there was an issue with the transaction. |
| Non-fraud Disputes | ||
| Selection | Claim reason | Examples |
| I was charged for something more than once. | Charged More Than Once |
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| I haven't received merchandise or a service I purchased. | Merchandise/Service Not Provided |
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| I cancelled or returned merchandise or services and did not receive the expected credit. | Cancelled/Returned Merchandise/Service |
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| I have an issue with a recurring transaction on my account. | Cancelled Recurring |
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| I am dissatisfied with merchandise or a service I received. | Merchandise or Service Issue |
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| I was charged or credited incorrectly. | Charged or Credited Incorrectly |
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| Fraud Disputes | ||
| Selection | Claim reason | Examples |
| I lost my card. | Lost |
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| My card was stolen. | Stolen |
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| I did not receive my card. | NRI |
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| I didn't make the purchase, but I still have my card. | Card Secure |
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Select Transactions | ||
| Scenario | Next steps | |
| The disputed transaction cannot be found in the transaction history. | Confirm you're reviewing the correct account if the member has multiple accounts/is a signer on another account. If the transaction still cannot be found, advise the member to initiate the dispute once the transaction is pending or has posted to their account. | |
| The member is disputing a partial amount. | Select "No" in the questionnaire when asked, "Are you disputing the full amount of the transaction?" then enter the amount the member wishes to dispute. | |
Denied Claims | ||
| Denial reason | Description | Message to member |
| Duplicate Dispute | The member has at least one other open claim where the same transaction is being disputed. | During the course of our investigation we determined that the following disputed transactions exist in claim 12345678. These disputes will be withdrawn and any additional processing will proceed on the referenced claim. |
| Merchant Issued Credit | The member's account has received a refund for the disputed transaction, therefore, a dispute is not needed. | After reviewing your account, we determined that the merchant issued the following credits for the disputed transactions: 05/XX/2022 MERCHANT NAME $500 |
| Money Transfer | The member authorized a purchase through a money transfer merchant (CashApp, Zelle, Paypal, etc.). Since the money transfer merchant completed the transfer of funds successfully, they did their part. The member should resolve the issue with the payee or money transfer merchant directly. | The transaction was processed by a money transfer merchant. Money transfer merchants are not responsible for the delivery or suitability of goods or services. Money transfer merchant’s sole responsibility is to ensure funds are successfully transferred between payer and payee. As such, we have determined that no error occurred. |
| No Error | This denial reason can be used for a few scenarios, so review the notes on the claim for specifics. Possible explanations:
| We have thoroughly investigated your claim and determined that no error has occurred, and we have no rights to continue with your dispute. If you are able to provide new information that supports your claim, we can reopen your dispute. |
| Not Posted | The transaction did not post to the account. | After reviewing the account, it was determined the items did not post. One or more authorizations were processed on your card, but did not result in settled (cleared) transactions. Therefore, we are closing the dispute for the specific items listed. If you see the transactions post at a later date, please contact us to open a new dispute. |
| Out of Timeframe | The member has a responsibility to identify and report unauthorized/cancelled charges in a timely manner. Here are two reasons this denial reason is used:
| After careful review, we regret to inform you that we are unable to intervene on your behalf with the merchant. Your claim was received beyond the applicable time limits; therefore, we have no rights to continue with your dispute. At this time, we suggest you contact the merchant directly for resolution. |
| Posted Late | The transaction was authorized to post on a specific date, however, the transaction posted several months later (180+ days later). | Although the charges were originally made at an earlier date, our records indicate the charges failed to post to your account at that time. This may be why the charges were in question. As a result of our research, we have determined that no error occurred with this transaction. |
| Proof of Authorization | Although the member reported the transaction as unauthorized, the merchant provided sufficient documentation proving that the charge did come from the member. | The merchant has provided documentation that indicates you participated in the transaction and agreed to the terms and conditions at the time of the purchase. The documentation we relied on in making our decision to deny your dispute is attached. |
| Valid Card Present | The member disputed transaction(s) as fraud and confirmed they always have possession of their card. However, the transactions were made in-person, and therefore, we cannot move forward with the claim. | We have now concluded this investigation. We have determined that no error occurred as the services were rendered by the merchant listed in the dispute. Your physical card was present where the CHIP and/or PIN were authenticated at the merchant's terminal, with no errors, and the card was in your possession when the transaction occurred. |
| Withdrawn | The member rescinded their claim. | This correspondence is to confirm that we have received a request from you on 04/XX/2022 2024 to withdraw the dispute received from you on 05/XX/2022 2024 for the following transaction(s)… |
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