Must Know

Investigation

Tuesday, July 18, 2023 8:01 AM

Temporary credit is given while waiting for the decision.

Approval: Error found / Deny: No error found

Written in app - Mobile

Zendesk: used to ask additional info to member by adding ticket, enter member's email address, copy PRN (4 digits), enter Dispute Type, Claim ID (found on inspector)

Dispute Notification Date: Date where the dispute was reported

Inspector & Spending: View the first funding event

First Funding Event Old account: More than 30 days New account: Less or within than 30 days

Do NOT touch a case/dispute that is Pending

Additional Info: SNOOZE the case for 3 business days. If member did not respond, extend it to 7 business days.

PVC Info - Wait for member's reply (if we requested for additional info) before giving PVC - Give PVC after exhausting 10 days if member is not responsive or if deadline is near

Merchant Credit - To check, view Spending Transactions AND Galileo CST - Exact merchant name regardless of the amount, and the date - 10 business days from the settlement transaction - CTRL F "_credit" - Check Cluster and full PRN in Admin, search in Galileo - Get the last 4 digits of member's PAN - Click Account Info and Account Details, filter the date within DND - Indicator for MC: Visa Settlement amount should be the same and is highlighted in BLACK text

Chargeback View if Merchant sent either: Document or Merchant Credit

Internal Note: Check if the DND is the same with the Settlement date. If not, state in notation "Unable to modify DND." - "Unable to upload document due to error …."

Past Time Frame: 60 days from the transaction date & 120 days from the settlement date (for Chargeback) - If the dispute is Reg E, close as Approve - If the dispute is Non Reg E, close as Deny

Star Station Chargeback Code • 3000 - Reg E • 4000 - Non Reg E (Non-receipt & Not as Described) • 5000 - Cancellation & Returns

Pre-Arbitration: As per re-presentment received, Merchant provided uncompelling evidence. Merchant failed to provide ----. Therefore, Merchant need to submit additional documents for us to further validate the claim.