review
REG E - claims are eligible for provisional credits

NON REG E - claims are not eligible for provisional credits

provisional credits - temporary credit for the card holder
								- for us have time to do investigation
								- we can reverse but depend on the result of investigation
DISPUTE TYPES


FOUR WALLS INVESTIGATION - UT CLAIMS
- ivr records and  ot acc login history device id
- review prior call hisyory and acc notes
- transact hstoty/spending patterns
- txn details

*ask for documentation or proof for delay
* we cannot assume

PVC ELIGIBILITY
formula : funding date vs. disputed txn date

more than  > 30 days - old acc = 10 BD
less than < 30 days - new acc = 20 BD

RESOLUTION TIME FRAME
for ACH dipuste & atm dspt = 45 calendar days
for Non ATM dispute = 90 cd

PAST TIME FRAME
- determine first the periodic date statement (billing date)
- every 5th of the following month
- then add 60 calendar days

Ex. 
disputed txn - 12/03/2020
billing date - 1/05/2021
from 1/05/2021 + add 60 calendar days 
ANS:  03/06/2021

*to use calculator*
BD - WORKDAYS
CD - ADD DAY

Reg E > claims that are Eligible for PROVISIONAL CREDIT
ATM Cash Not dispensed / Partially Dispensed
Unauthorized Transaction
Cancellation Claim
Double Charged / Amount Discrepancy
Paid for by other means (PBOM)
Incorrect Transaction Amount
Credit Not Posted
ACH Debits


Non-Reg E > claims that are not Eligible for PROVISIONAL CREDIT
Returned Merchandise
Merchandise/Service not Received
Merchandise not as described
Merchandise damaged/defective
Quality of Product/Service


Four Walls Investigation - UT Claims
- IVR records and/or account login history/ Device ID
- Review prior call history and account notes
- Transaction History/Spending Patterns (if applicable)
- Transaction Details


PVC ELIGIBILITY
Formula: First Funding Date vs Disputed Transaction Date

More than > 30 Days = OLD ACCOUNT = 10 Business Days
Less than < 30 Days = NEW ACCOUNT = 20 Business Days

RESOLUTION TIME FRAME

For ACH & ATM Disputes = 45 Calendar Days
For Non-ATM Disputes = 90 Calendar Days


PAST TIME FRAME
Determine first the Periodic Statement (Billing Date) which is every 5th of the next month, then add 60 Calendar Days.

Example:
Disputed Transaction: 12/03/2020
Billing Date: 01/05/2021
From 01/05/2021 + 60 Calendar Days
Answer: 03/06/2021



------------------------------------------------------------------------------------------------
7/13/22
DISCUSSION

zendesk
amplitued
zavana
marqeta
savana
LEAN AH/LEAN CB

SAVANA
- reverse credit
- 

MARQETA
- using chargeback
-