One the dispute reason has been identified, the user is presented with a list of recent transitions, sorted from newest to oldest. Basic information including the transaction type, the last 4 digits of the card number (where applicable), transaction amount, and description are displayed. Select the transaction(s) in dispute. 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.
Selection Criteria
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 Provided | 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 |
Duplicate Dispute Prevention
When the use clicks on a transaction that already exists on a previous claim, a message will be displayed on the transaction “No disputable. Transaction exists on claim XXXXXXXXXXX” and the transaction will not be selectable.
Referenced From
