Open Dispute Claim: Quality

Create the Claim

Step 1: Answer “Which of the following would you like to report?” with “I participated in this transaction, but there is a problem.”

Step 2: Answer “Which of the following best describes the reason for your dispute?” with “I am dissatisfied with the merchandise or a service I received.”

Step 3: Click the Continue button

Step 4: Locate and select the disputed transaction(s) or click Manually add the transaction to add a transaction to the claim, click the Continue button

Step 5: Answer the additional questions, then click the Continue button

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Under “What is the issue with the merchandise or service?” select “The merchandise or service has a quality issue.”
Answer “Are you disputing the full amount of the transaction?” with “Yes”
Under “What was purchased?” select “Merchandise”
If prompted, answer “Is dispute related to the quality of food received from eating places or restaurants?” with “No”
Enter the following in the “Please provide a description of the merchandise and the quality issue” freeform box:
<an item that can purchased from the merchant>, the merchandise was received <ripped/broken/dirty>
Under “When did you receive the merchandise/service?” use the calendar to select three days after the transaction date
Answer “Did you return the merchandise?” with “No”
Answer “Did you attempt to return the merchandise?” with “Yes”
Under “When did you attempt to return it?” use the calendar tool to select four days after the transaction date
Enter the following in the “Please provide a detailed description of how you attempted to return and the disposition of the merchandise.” freeform box:
I went to the store in person to get a refund, but they said since the merchandise was purchased online, they would not accept the return.
Under “Please select one of the options below which best represents the return attempt.” select “The merchant refused to accept the returned merchandise.”
Answer “Did you attempt to resolve with the merchant?” with “Yes”
If prompted, enter the following in the “Please explain.” freeform box:
I emailed the customer service inbox to complain that the store would not accept my refund. I have not received a response yet.
If prompted, answer “Do you have any additional information that should be provided to the merchant regarding your dispute?” with “No”
Answer “Do you have any additional information to provide about this dispute?” with “No”

Step 6: On the Summary screen, review the information, then click the Submit button

Action the Claim

You'll use this example to demonstrate how to override the contact date when covering the Actions menu.

Step 1: Open the Card Secure claim you’ve created as an intake user

Use the Search bar to locate the claim by entering the claim ID

Step 2: Add a note

Add the following note to the claim:

Subject
Claim was Mailed In

Body
Contact date needs to be updated to <3 business prior to today's date> to match the letter date.