Select Transactions

Overview

We’ll locate and select the transaction activity that is to be disputed. QFD will retrieve the last two weeks of relevant transaction activity and present it to the user.

How-To

Step 1A: Click on the transaction or transactions that are being disputed

Step 1B: If the disputed transaction cannot be found, use the Change search criteria button

Update/change the search criteria then click the Search button

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From Date and To Date: Users can use the calendar tools to change the search timeframe
Amount: Users can enter an amount to only see results matching that value
Merchant name/Transaction description: Users can enter the merchant name or description to only see results matching the entry

Step 1C: If needed, manually add the transaction to the claim using the Manually add the transaction button

It may be necessary to manually add the transaction to the claim. A common use case is when the account holder disputes a charge that is stale-dated (years old). This function may not be available depending on client configuration and may only allow transactions be added if the charge is older than a specific date so review your firm's configurations for the specifications.

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Date: Use the calendar tool to select a date
Description: Enter the merchant name or transaction description as provided to you
Amount: Enter the total amount of the charge, not the disputed amount
Type: Select the transaction type (how the charge was placed) from this drop-down
It's important to explain how the users can obtain this information (CRM, VROL/Mastercom, emailing a manager, etc.)
- Pinless: The account holder's pin was not involved in the transaction
- Pinned: The account holder's pin was used in this transaction
Debit/Credit: Select debit or credit based on the transaction type
This is not a required field
Card Number: Enter the card number that was used for this transaction
This is not a required field

Important Details

Radio button vs. checkbox

Either radio buttons or checkboxes will be present to the left of the transaction description. These indicate whether a single transaction or multiple transactions can be disputed. According to Association rules, some claim reasons only allow a single transaction to be disputed.

Checkboxes indicate that multiple transactions can be disputed on this claim. Below are the claim reasons that allow for multiple transactions to be disputed.

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I was charged more than once.
Note: only the authorized charge can be the second transaction selected
I haven’t received merchandise or a service I purchased.
I have an issue with a recurring transaction on my account.
All fraud claims

The presence of radio buttons indicates that only one transaction can be disputed on this claim. Below are the claim reasons that allow one transaction to be disputed.

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I canceled or returned the merchandise or service and have not received the expected credit.
I am dissatisfied with the merchandise or a service I received.
I was charged the wrong amount or the charge posted incorrectly.

Max amount of disputed transactions

QFD will allow an unlimited amount of disputed transactions on a single claim if the claim reason allows multiple transactions to be disputed.

To avoid latency when processing the claim, we recommend limiting the number of disputed charges per claim to 20 - 30 but it is possible to dispute more. Defer to internal best practices for further guidance.

Dispute a partial amount

The account holder may want to dispute a partial amount instead of the full charge. This function is available in the Additional Questions screen for non-fraud claims. Analysts can adjust the disputed amount in the back-office if needed.

Co-mingle cards

QFD will not allow transactions from different cards to be disputed on the same claim. A separate claim will need to be created if the account holder is disputing charges on multiple cards.

Temporary authorizations

Temporary authorizations are transactions that haven't posted to the account. Depending on configurations, these transactions can be disputed on all fraud claim reasons and one dispute reason, "I have an issue with a recurring transaction on my account." If these transactions cannot be disputed due to configurations, they will not appear in the transaction search.

Disputing the same transaction more than once

QFD will not allow the same transaction to be disputed more than once. QFD's duplicate checker will ensure the dispute is only on one claim.

The user will need to access the existing claim to follow up on that dispute. If needed, the user can request the charge to be reinvestigated.

Invalid transaction

QFD will not allow credits to be disputed on card claims.