Current

for quiz Introduction to Current Dipute101 REG E guidelines Scope of Support Dispute Investigation stages

Overdraft/ Overdrive- is when the ch is allowing to purchase more than the limit of the savings with fees.

• in current there's no overdraft fees to pay just the negative balance only. but once exceed to the limit like atleast -$75 they have to pay the charge.
• Free fee ATM when withdrawing.

TIME

• Chargeback takes 30 days
• PVC takes 10 Business days (Date of reported, reg e claims, send written Dispute) Case rakes max 90 days

EA - willing known the tranx UT - Unwilling known the tranx CND - is part of EA. not dispensed money in ATM Machines

Type of Tranx.

• Card present
• Card not present

Payment method

• Cash
• Cheque/check
• Money order
• Debit/Credit card
• Bank transfer

TOOLS

• Adjustment Hub
• Prima
• Zendesk
• VISA/ Maestro(MC)
• WIKI (KB)
• Intouch logger (Soft Phone)

10/22/2024

REG E

• guidelines for consumers and banks or other financial institutions in the context of electronic funds transfers.
• to protect the consumer for the tranx that they did not know/know if the tranx did not receive then they can file a dispute for them to get the money back.

Types of REG E (Non-Tangible) EA - is willingly

ATM Cash Not dispensed / Partially Dispensed Unauthorized Transaction Cancellation Claim Charged Twice Paid By Other Means Amount Discrepancy Credit Not Posted Cancellation Canceled Merchandise/Service (one-time transaction)

Types of Non-REG E (Tangible)

❑ Returned Merchandise ❑ Merchandise/Service not Received ❑ Merchandise not as described ❑ Merchandise damaged/defective

Onerous Requirements

• we request to ch to provide a document/written statement.
• we cannot force the CH to provide the documents.

Investigation Cycle.

1. Initial Investigation
2. High lvl Investigation/thorough investigation (4 walls for UT claims only.) / MCO
3. Recovery Option (CB)
4. CB monitoring / Result
5. Final outcome.

4 walls investigation

• IVR records and/or account login history Examples: review IP addresses, check for ANI mismatches, etc. (Event logs)

1. Validating case facts ●Customer reports card was stolen with phone, but event log shows them calling/logging in from that phone. ●Customer states card was declined at gas pump, but history shows no record of a declined transaction.

• Review prior call history and account notes ()
• Transaction History/Spending Patterns, if applicable. ●Customer goes to the ATM every Friday and withdraws $40.
• Transaction Details Example: how the transaction was performed, checking for failed PIN attempts, etc.
• Geolocation

PVC - if we can deny the claim on the day no need to PC.

• takes 10 Business days (Date of reported (ICC), reg e claims, send written Dispute) PVC TF - depends on first funding.

• Old Customer (9 on/within BD) from the ICC (>30 cal days / more than 30 cal days from the first funding) in DT.
• New Customer (on/within 19 BD) from the ICC (<30 cal days / less than 30 cal days from the first funding) in DT.

PVC in ATM - (9 on/within BD) regardless if its old or new account.

ICC (Initial customer contact)

• The day that customer called/reach out about their dispute. ✔Transaction Identifying Information has been provided ✔Mention of Dispute Reason ✔At least one (1) settled transaction

PTF - Not eligible to PVC. (60 cal days from billing date)

• Billing Date is Every 1st of the next month.
• not more than to the ICC.

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Reso due TF - is the length of the time allowed to complete the investigation.

ATM Withdrawal - 45 cal days (UT & CND) ICC + 45 cal days

All other card transactions - 90 cal days ICC + 45 cal days

10/23/2024 DAY 3

NON REG E

• Claims are generally dispute types that are not covered by Regulation E.
• More on scenarios are the merchandise/service item's fault.

NON - REG E - once there's no denial reason always denied the final outcome. REG E - once there's no denial reason always write off the final outcome.

Lack of valid dispute grounds (Non- Reg E) -

• Denial Reasons: ❖Insufficient supporting evidence ❖Failure to meet dispute timeframes ❖Non - compliance the process requirements
• for notation just write the reason of what you find.

Analysts should confirm information such as:

• Cardholder’s basic information (Name and Address)
• Account number
• Amount of the dispute
• Transaction and posting date
• First load date
• Provisional Credit Issuance
• CH submission of a written notification
• Verbal Notification Date
• Detailed reason of the dispute claim

Additional info

• must be wait until 5BD. If none, proceed to CB.

Additional info Format:

• Must be First Name Only.
• Correct Format Date must be MM/DD/YYYY ex. August 24, 2024
• Remove any question that are unrelated to the "Need More info' request. (MD if repeated)
• Utilize the appropriate macro to the dispute type identified to the prima.
• Ensure all info (Dispute ID, Dispute submission Date, Doc request sate, Disputed transaction etc.) in the letter is accurate and the sources from the prima tool.

Gathering Info MCO / Outbound Call

• to confirmed if the disputed is right.
• Just yes/no qq.
• to validate the transaction ex. cancellation

Need to provide to the Merchant upon MCO.

• Full Name
• Last 4 of Card Number
• Phone Number CH
• Email Address CH
• PII

No MCO aside from DNC list.

• Foreign tranx
• Restaurant (Card Present Tranx) - cannot provide any info. only Hotel, Car rental, Flights.

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Day 4

Notation: -Dispute ID must be double click then copy. -then on the settled date must check to the transaction history then click the drop down and get the 1st settlement date of the Disputed transaction.

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Reason Investigation

• Must be no bias.
• It must be same outcome for the other analyst.

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CUID: rXdXqpYMqXWhYerJSnAbXgpwxsTpOPSL TUID: wyxxAoFaktkpe-focwDuzlpiFaa-fnjohFnnFmEEd-wnyffborCqnrl-yU9ZHJOouwqHEA

VROL to know if the transaction is card present or not. In MOTO Blank - means Card present Any Numbers -means Online transaction

EMV - Europay, Mastercard and Visa

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Card status Pin Status Tranx Type

Online tranx MOTO 5

To find the denial of Cash reloads ctrl F - "Vanilla".

Account Funding

• Has funding prior the DT with the same day.
• Must be magkadikit prior to the DT.
• Funding - declined - DT - okay
• no need for drop down
• if you will find the MCredit Just drop down "Refund"

RDFI/ODFI - payroll (not acceptable for acct funding)

PIN Based Related

• must PIN Based trans (VROL) click amt find Cardhold ID method. PIN yes
• No PIN attempt
• Pin changed PII

Account Balance must be $50 below. Exhausted balance.

EMV - MOTO blank Entry mode 07,05,95 Card Data Input Capability: 5 Terminal entry 5/8 (Merchant/Acq info)

Geo-locotion Vicinity - within 20 miles

• within the Same state.

IP logs

• within 30 days
• IP logs changes before the DT.

ONLINE transaction (Strong Denial)

Credential on File / Entry mode 10 denial

• There is a prior history with the disputed merchant, particularly if the Cardholder indicates in PRIMA that no business transaction occurred prior to the disputed transaction.
• Phone is in possession (not lost or stolen) with no indication of phone separation.

TOKENIZED TRANSACTION

• online transaction cos its Tap via phone not using the card to push thru the transaction
• Entry mode 07
• MOTO blank
• Online transaction
• Token tab if have any number meaning tokenized
• view amt then you can see Special Indicator: T or C
• must be match to the phone number to the ch info.

●Cardholder states that the specific transaction is unauthorized. ●Card status is in possession, lost, or stolen. ●Transaction in dispute is Tokenized Transaction ■Entry Mode: 07 ■Special Indicator: T or C ●No new device detected via sessions data ●No new phone number used for tokenization via TLCM. (Token Life-cycle Management) VROL

• must be match to the phone number to the ch info. ●Phone is not reported as lost or stolen.

MONEY TRANSFER

• Must be match the phone to the TLCM
• The phone was never stolen and no one has access to it.
• The Cardholder’s name appears as the recipient of the disputed transaction.
• The mobile device on Morty matches the one used in the disputed transaction (Verify via Token Life-cycle Management TLCM).
• There is prior history with the same merchant. (The recipient of the transaction is the cardholder)
• If not all criterias are met, we may utilize this as a supporting denial reason instead.

For escalation

• once the tokenized leads to Denial reason then the the tokenized is leads to the write off. escalated to jurmhel.

-=-==-=-=-=-=- moto blank / entry mode 6 - online transation

Chargeback

• MOTO 5 ENTRY MODE - 6 has CB rights

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Chargeback - another tool that the consumer protection, allowing to dispute the transaction to recover/reverse funds from the merchant.

• Friendly fraud - is abuser fraud.

Chargeback Costs & Consequences: Merchants

• Each time a consumer files a chargeback, the merchant is hit with a fee (this can range from $20 to $100 per transaction). Even if the consumer later cancels the chargeback (for example, if it was filed because of non-delivery, but the item shows up a few days later), the merchant will still have to pay fees and administrative costs associated with the process.

What is a Chargeback Cycle?

1. The cardholder files a Chargeback.
2. The issuer reviews/assigns a reason code to the case.
3. The issuer investigates and takes action.
4. The acquirer reviews the Chargeback and takes action.
5. The merchant reviews the Chargeback and takes action.
6. The acquirer re-presents the chargeback.
7. The issuer reviews the evidence and makes a final decision.

UT CARD PRESENT TRANSACTIONS IS NOT ELIGIBLE FOR CB.

Account takeover - possible identity theft. clone the account.

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Dispute Condition & Allowable Compelling Evidence

• Amount Discrepancy ●Evidence such as a transaction receipt showing the goods or services included in the transaction amount (Acquirer)
• Paid by Other Means ●Evidence that merchant did not receive any form of payment contradicting the document provided by the Issuer (Acquirer)
• Charged Twice/Credit Not Processed ●Evidence that the merchandise/service provided for the duplicate transaction is different from the merchandise/service provided for the original transaction. (Acquirer) ●Evidence that merchant doesn’t owe the ch any credit due to ch benefitted from the transaction (Acquirer)
• Merchandise/Service Not Received ●Evidence such as proof of delivery, signed service contract, hotel folio(Acquirer)
• Cancellation (card-present) ●Evidence that cancellation policy was properly disclosed at the time of sale and the signature of the cardholder is near the cancellation policy or terms & agreement. ●Evidence that merchandise was provided or services was rendered by the cardholder.
• Cancellation (card-absent) ●Evidence that cancellation policy was properly disclosed at the time of sale and the cancellation policy or terms & agreement is near the “Check-Out Button.” Similarly, the cancellation policy or terms & agreement is on the same web page as the confirmation button for the transaction. ●Evidence that merchandise was provided or services was rendered by the cardholder

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Card absent

• contradicting the card status. we follow the 1st one.

but in card present contradicting card status need to send NMI letter.

UT timeline

• start at auth date - settlement date.

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GB - great britain

Status of Cases in Lean EN- New Entry RV- touched cases (regardless of how many click the cases including the view cases) LPW - Add info CB - Chargeback CL - Closed

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Online transaction 6

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Blue funding not consider as funding account.

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ENTRY MODE 10 - FOR DENIAL

• phone must be reported as not lost/stolen.
• has previous transaction with the same DT

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+18559798948

Hi, this is Jen from the Current Dispute Team, calling on a recorded line. I’m reaching out regarding our mutual customer, Kiara Conway, who is disputing a subscription amounting to $89.99. We just need to validate some information to prevent a potential chargeback. Could you let me know what details you’ll need from me to locate the account on your end?

Name: Kiara Conway Email address: conwaykee@gmail.com Date of birth: Dec 11, 1992 Phone number: (314) 242-9832 Address: 6515 WOODROW AVE St. Louis, MO 63121 Last four digit: 5331

Did the customer contact you to cancel the service?

If yes, when was it requested to be cancelled?

Is the current disputed charge going to be refunded? If not, does it prevent future billings or will there be a period of time that the customer will be billed for a previously agreed upon amount?

What is their cancellation process?

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processing error

• Duplicate
• incorrect amount
• paid by other means

consumer

• not received
• not as described
• Cancellation recurring
• merchandise/services cancellation
• CND

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Updates PUR 019-2023 CE 3.0. vrol matching info before cb.

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CND APT in VROL direct to the chargeback. 45 cal days. Click - 03 Notes: CND

In LEAN transitions

Network - Other Network Name - APT CB Reason Code - 03 (copy the vrol)

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CND - MMS(Mastercard) Direct to chargeback 0017 If partial, just change the amount.

In Lean transition Network - MSTR Network Name - 17

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NMI / Add info letter A total of 1 disputed transaction amounting to $30.86

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UT Card in possession / Online transaction -6 Card present / in possession - 4 0/1 - Regardless if online / Card present (lost and stolen)

VISA - Response code - “A” approved - “D” Disapproved - for CB

Document Naming Convention

Add Document Additional Information Document MCO Document Type_Merchant Name Repre Document Represent_R0L Case# Pre Arb Documents Pre Arb_R0L Case# Documents from Cardholders (Receipt, Chat, etc,) Document Type_Date Received ZENDESK Zendesk_Ticket#

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PUR 013-2023 Dispute abuser - Icc to previous within 6 months. Must be a REG E claim and Denied decision.

MOTO 7 ENTRY MODE 6 - HAS CB RIGHTS

PUR 048 - 2023 - duplicate transactions Charge Twice - Once the Disputed transaction is the same amount, date and time as the duplicate transaction. Proceed to MCO/ CB If not the same amount, date and time auto NMI. Same date but not same time if minutes proceed to MCO/CB. If hours NMI. If multiple transactions. Must be the same on the first settlement date / if not sent NMI. If the disputed transaction is your first settlement must be denied. If the date and time is different from the duplicate transaction. NMI with UT

CLOSE CODE

NON REG - REG E - Update the ICC REG E - NON REG E - No need to change the ICC

AUTH - always use this one for CB rights / If card present/ not and others (emv, tokenized, ) Clear adv - for Chargeback only\

Moto blank entry mode 6 - online transaction

Call attempt/hold time

Voicemails - please leave a message

UT - lack of evidence “No Cardholder information provided.”

MOTO 2 is matic for recurring

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