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Select the accurate claim and dispute reason.
NOTE - card claim reasons are shown.

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titleClick here to view the beginning of the intake questionnaire...

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Dispute Reasons 

Dispute reasonClaim typeSummary
I made participated in this purchasetransaction, but there is a problem and I need to dispute it.Non-fraud DisputeThe 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 DisputeThe 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 DisputeThe member attempted to obtain cash from an ATM but there was an issue with the transaction.
Non-fraud Disputes
SelectionClaim reasonExamples
I was charged for something more than once.Charged More Than Once
  • A second charge of the same amount was assessed for one transaction
  • A second charge of a different amount was assessed for one transaction
  • The member prepaid for merchandise or a service and was charged a second time at the time of delivery
  • The member paid for merchandise or a service with a different form of payment but their account was still charged by the merchant
I haven't received merchandise or a service I purchased.Merchandise/Service Not Provided
  • The member did not receive the merchandise they paid for 
  • The member was denied or did not receive a service they paid for 
I cancelled or returned merchandise or services and did not receive the expected credit.Cancelled/Returned Merchandise/Service 
  • The member cancelled the merchandise or service order prior to the delivery date but did not receive the expected refund  
  • The member returned the merchandise but has not received the expected refund
I have an issue with a recurring transaction on my account.Cancelled Recurring 
  • The member cancelled a recurring transaction but continued to be charged
  • The member did not realize the transaction was recurring, or that a recurring transaction would be associated with an authorized purchase
I am dissatisfied with merchandise or a service I received.Merchandise or Service Issue 
  • The merchandise received was counterfeit, damaged or defected
  • The merchandise received was not as-described or has a different quality issue
I was charged or credited incorrectly.Charged or Credited Incorrectly 
  • The member was charged for an incorrect amount
  • Instead of a refund, the member was assessed an additional charge
  • The account was charged 180 days after the transaction was authorized
  • The member was charged for a "no-show" fee or other service fees incorrectly
Fraud Disputes
SelectionClaim reasonExamples
I lost my card.Lost 
  • The member misplaced their card, wallet, purse, etc. 
My card was stolen.Stolen 
  • The member's card, wallet, purse, etc. was stolen
I did not receive my card.NRI
  • The member didn't personally receive their credit or debit card through the mail or at a physical pick-up location
I didn't make the purchase, but I still have my card.Card Secure 
  • The member has possession of their card, but unauthorized charges were placed on their account using the card information

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 reasonDescriptionMessage to member
Duplicate DisputeThe 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 CreditThe 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 TransferThe 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:

  • The merchant rendered services/merchandise according to the agreement
  • The disputed transactions have been identified as authorized and are not fraud
  • The member did not provide enough information for chargeback within the required timeframe
  • The member did not respond to merchant documentation within the required timeframe
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 PostedThe 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:

  1. The transaction occurred too long ago for us to complete a chargeback (typically 120+ days ago)
  2. The member is disputing several recurring transactions, however, only a few of the earliest payments are eligible for chargeback
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 LateThe 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 AuthorizationAlthough 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 PresentThe 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.
WithdrawnThe 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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