Overview
Associations require specific information to be documented for the Issuer to attempt recovery. The purpose of this questionnaire is to meet the Association's information requirements which helps ensure faster claim resolution and efficient claim processing.
We recommend taking an interactive approach to training on this questionnaire instead of going through every dispute and fraud questionnaire with the learner group.
How to
Step 1: Determine which questionnaires you want to demonstrate
We recommend walking through the following dispute and fraud reasons:
- I am dissatisfied with the merchandise or a service I received.
This non-fraud claim reason reflects the most questions of any questionnaire. - I was charged more than once.
This non-fraud claim reason presents the transaction select tool and the account select tool based on how questions are answered. - I didn't make the purchase, but I still have my card.
This fraud claim reason has the least amount of questions and reflects the block and reissue options if enabled.
Step 2: Create a narrative for the claims
Use a mock call, ask a learner to be the account holder while you play the role of the intake specialist, or simply go through the questionnaire question by question.
Step 3: Create the claims
Follow the instructions here to create these claims. Adjust the responses to fit your narrative where needed.
Step 4: Walk through the questionnaires
Keeping your narrative in mind, complete the questionnaires. Below are key functions and details to highlight.
I am dissatisfied with the merchandise or a service I received.
XYZ
I was charged more than once.
XYZ
I didn't make the purchase, but I still have my card.
XYZ
Recommended Activity
Create a worksheet for learners to use as they explore the questionnaires in Confluence or enable them to use the staging environment. If using the staging environment, provide step-by-step instructions so that the users know which accounts, transactions, and claim reasons to use.
The worksheet should include the following:
- Multiple choice questions regarding the questions on the questionnaires to build content familiarity
Example: Which of the following questionnaires will not have the block and reissue questions? - Freeform questions that prompt the learner to explain how they'd ask/define the question to prepare them for live calls
Example: How would you explain what this question means: Have you ever done business with any of the merchants involved in the fraudulent transactions?'