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Disputes - Resolutions Without Delay

Sabrina Dyer

Citi® Commercial Cards, Government Services

GSA SmartPay Conference

Denver, Colorado

July 22nd - July 24th, 2008

The Tenth Annual GSA SmartPay® ConferenceTowards New Horizons!

Goals and Objectives

Provide an overview and outline of the dispute process

Provide tools and information to educate your cardholders

Facilitate more timely and efficient dispute resolutions

Agenda

1. Defining a dispute

2. Overview of the dispute process

3. Misuse and fraud

4. The benefits of the CitiDirect® Card Management System

5. Top five ways to ensure success during the dispute process

6. Questions

What is a Dispute?

Association definition:– A dispute is the first step in the process to return a charge to the

merchant's bank– It may be determined that for a given reason that all or part of the

charge amount could be charged back to the merchant bank

What is a Dispute?

A charge on statement that cardholder does not remember making

Miss posted debits

Duplicate debits

Non-delivery of goods or services

Common reasons for a dispute:

The Dispute Process

The Associations set the rules– Visa and MasterCard

The Dispute Process

Reconcile statement in timely manner– Verify all charges– Check for similar merchants or billed under parent company

Contact the merchant– Merchants will try to avoid the chargeback process– Request credit – Save documentation

The Dispute Process

Dispute Form– CitiDirect® Card Management System– Citimanager Web site– Customer Service– Fax dispute form to (605) 357 – 2019

Contact Citibank:

Quiz Quiz Quiz

What is the first step that a cardholder should take in the disputes process ????

Where to Go for Information

CitiManager® web site:

Where to Go for Information

Where to Go for Information

Where to Go for Information

The Dispute Process – Card Holder Dispute Form

Dispute Form

Quiz Quiz Quiz

Name the website where the dispute form can be found ????

Include any and all documentation with dispute form receipts, etc.

Sign the form

Include any documented verbal or written correspondence with merchant

Keep copies of everything

The Dispute Process

Tips for your cardholders:

The Dispute Process

If returned merchandise, show receipt or tracking information from shipper

Cardholder must have his/her receipt if questioning the amount billed

The currency amount in the total box is the amount that will be processed

Sign the form

Tips for your cardholders:

The Dispute Process

If additional information is requested, you must follow up in a timely manner or the dispute could be closed

Any Citi® issued credit could be re-billed

Contact Customer Service to ensure documentation has been received

Even while traveling, follow-up must occur

Follow up:

The Dispute Process

It is the cardholder’ responsibility to notify Citi®, in writing, of any items in dispute within 60 calendar days of receipt of the statement date

Timeframes:

The Dispute Process

A letter acknowledging a cardholder’s dispute will be sent to the address on file upon receipt of the form– Allow 30 days for investigation– Important to respond to request for additional information

Dispute confirmation:

The Dispute Process

Citi® will request charge amount from merchant

Documentation is sent to the Bankcard Associations

Citi® will place provisional credit on cardholder’s account

Chargeback process:

Quiz Quiz Quiz

What’s the timeframe your cardholders should allow for a dispute investigation?

The Dispute Process

Merchant disputes chargeback

Merchant provides documentation to support charge

Cardholder has the opportunity to dispute

Account could be re-billed

Once the account is re-billed, the dispute is resolved

Re-presentment:

The Dispute Process – The Chargeback Flow

Second Presentment

Arbitration Chargeback

Chargeback

Presentment

Issuing Bank

Citigroup®

Acquiring Bank

Merchant Bank

Arbitration Case

The Dispute Process

Not as described

Unauthorized transaction

Duplicate processing

Non-receipt of merchandise

Services not received

Requested charge copy not received

Credit not processed

Frequent Chargeback Reasons:

Misuse

A/OPC to manage the policy

Proper use of tools– Use MCC restrictions– Manage Credit limits– Close inactive accounts– Close terminated employees

immediately– Manage delinquency

Fraud

Contact Customer Service to close account– Fill out affidavit– Fax to Security Operations (605) 330 – 6801

Associations procedures update– Unauthorized charges over $50 dollars

CitiDirect® Card Management System

CitiDirect® Card Management System

CitiDirect® Card Management System

Cardholder tips:– Dispute form must be received within 21 days of electronic submission– May not dispute if previously disputed

– May not dispute if older than 60 days

– Sign the form

Quiz Quiz Quiz

What should the cardholder do on all forms before sending it in to the disputes department?

Top Five Ways to Ensure Success

1) Dispute form received within timeframes

2) A signed dispute form

3) Dispute form is filled out completely

4) All supporting documentation is provided

5) All correspondence requesting additional information is answered

Summary

The goal and objective of this session was to provide you with a better understanding of the disputes process and provide tools to assist cardholders when initiating a dispute

The Associations set the rules

Always contact the merchant first

Cardholders are responsible for their own resolution from the time they initiate and follow through

Citibank® is dedicated to making the process work for you

36 go to View, Header and Footer to set date

Reminders

Visit the Citibank® Welcome Center– Exhibit Area Entrance, Sheraton Denver– Conference Slide Show – come see yourself shine

Visit the Citibank® One-on-One Mini-Sessions– Governor’s Square Room 10 and 11

Please take a moment to complete your GSA survey for this session

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