Dispute Transactions
- Devan Robertson
- Kristafanie Somers
- Jacob Harris
Overview
Once the dispute reason has been identified, the user is presented with a list of recent transactions, 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.
Duplicate Dispute Detection
When a user clicks on a transaction that already exists on a previous claim, a message will be displayed: “Not disputable. Transaction exists on claim XXXXXXXXXXX” and the transaction will not be selectable.
Change Search Criteria
When a user clicks on the "Change Search Criteria" button, the below screen appears. The user can filter through the transaction list by a combination of a date range, amount, and merchant name/transaction description. Transactions the user has clicked on will persist as filters are applied and changed.
Selection Criteria
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.
Claim Reason | Questionnaire Verbiage | Filter | Allowed |
|---|---|---|---|
No-Show Charge | I was charged or credited incorrectly - I was charged for a "No-Show" from a hotel incorrectly | Debits | Single |
Addendum | I was charged or credited incorrectly |
| Single |
Cashback | I was charged or credited incorrectly - I did not receive the cash-back portion of my transaction | Debits | Single |
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 Received | 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) (Pending and Posted Transactions) |
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 (Pending and Posted Transactions) |
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 |
Similar Merchants
As of 21.1, similar merchant descriptors are recognized which allows transactions with similar merchant names to be selected when the "Same Merchant" criteria applies. For example, when selecting transactions on a Cancelled Recurring claim, a user may select a transactions with descriptions of "Apple iTunes" and "iTunes Store #ABC123".
Manual Transaction Entry
When enabled, transactions can be entered manually by a user. This is useful in environments where historical transaction data is not available.
This extension should only be enabled on an as needed basis as it does present a risk that transaction data will be entered incorrectly. By default, automatic decisioning is disabled for manually entered transactions. This feature is only visible to internal users. When a non-card transaction is manually entered, the account number must also be provided.
Manual Transaction Entry
Manual Transaction Entry can be enabled via Client Settings. The configuration includes 2 key controls that must be set:
History Start Date: This represents the first day of transaction data is available to the system. Users will NOT be allowed to enter a manual transaction that is after this date as all transactions after that date are available for selection (unless the next control applies).
History Range: This represents the number of days of historical transaction data that is available to the system. For example, some systems of record only provide the last 90 days of transactions. Users will NOT be allowed to enter a manual transaction that falls within this date range, unless the date entered is prior to the History Start Date.
Selected Transaction Overview
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