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7/14/2022 zendesk link :
https://help.onefinance.com/password/create/QUuVyKlEQaHmqORHjMhlEXnxnhTGj1uN/
*review zendesk
- main tools to do investigation
- use to macro letters & internal notes
- we're able to see cd info/ email & user id
retool
- breakdown of transaction happening on the account
savana
- you can issue pvc/final credit/reverse
- we can freeze the acc (when there's UT txn)
marqeta
- issue cashback
- we're able to see cd info
- any declined txn happened
- check the txn if it is card present or card not present
DISCUSSION:
- to access the login pag go to websiye
types of lean : Reg E & Credit builder
company - UCS grp Prod - Finance
- go to item quiry and use case number
- double check the reason (the dispute type)
*why do we MOVE tickets? merge to specific parent case
- some filing diff but same reason/dispute *Actions - where you can transition the case *Docs - where you upload docs
PVC- 15 below issue one by one, 16 up issue total in one 1,500 email client for approval
Dispute classification: caller notifies an unfamiliar charge >> Ch would like to file a dispute << ccl in about a txn ------------- txn error - atm error - statement error
if a cx is abusing the dispute process, it may be appropriate to freeze or close the acc
*confirmed UT, we will close the acc
- if we can confirm that the tnx is auth, not an error we will decline the dispute and not return the cx's fund. complete the investigation within 10 days
ZENDESK Inital contact of CH > DETAILS OF DISPUTE: date, amount, merchant name,reason for dispute
- once there is refund in the txn, note merch issued credit
ICC IDENTIFICATION *Initial cx contact
Verbal notif date - inital cx contact is when the member notified us of an error by telling us
- this is when reg e clock starts
- for us to know the ICC DATE >>>>>> contact infoemation, ch should mention their reason , atleast one settled transation
- the intake team will have notes for call
- if the claim will be re-categorized from Non-Reg to Reg E, ICC will change to when the case we recategorized.
- WRITTEN DATE : ch sent email
- ICC DATE: if when the txn settled w/ details even the ch sent email ahead but txn is pending
- check the retool for the txn status/settled
*first funding - save/auto save in retool regardless of the amount auth clear - normal dispute (retool) rdfi/odfi - ach
- 1 strong denial + 2 or 3 denials
INITIAL INVESTIGATION STEPS:
- Review disputed txn details.
- Identify Initial Customer Costumer
- Determine if the card involved is replaced or not.
- Determine account tenure
- Determine the PVC and resolution timeframe.
- Determine if the claim is eligible for provisional credit.
- Check if there is any claim cancellation request from the member.
- Look for merchant (credit) look for savana if there's credit on the acc
- Check if the claim is De Minimis.
- Gather facts about card status, pin status if card is stolen/lost, identify when exactly.
- if applicable, gather other information from merchant or card holders through outbound call
- Determine the transaction type of the reported unauthorized txns (if multiple txn, know the txn type if card presen or not present only for UT)
- Request for IP/IVR logs (if applicable)
UT CLAIMS
- card status (if stolen/posession)
- pin status (written/memorized)
- if lost/stolen: the date the card was stolen/lost
- the last valid txn using the card
CLAIM CANCELLATION:
a member requested not to pursue with the claim filed on a single/multiple txns.
Reason:
- received merchant credit
- resolved the dispute directly with the merchant
- remember that they made the txn
a. send an email to card for approval the claim details, reasons for cancellation, and chargeback. b. leave the ongoing chargeback open. Do not close/cancel any ongoing chargback related to the disputed txn.
- inform your tl for a pending cashback
MERCHANT CREDIT:
is a return of funds or repayment from the merchant back to the card holder. This typically happens when a cx is dissatisfied with the merchandise or service or when a dispute occurs.