Citibank Presents: Disputes - Resolutions Without Delay

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1 GSA SmartPay Conference Citibank Presents: Disputes - Resolutions Without Delay Sabrina Dyer Citibank Commercial Cards, Government Services

2 Citibank Presents: Continue the Revolution The Ninth Annual GSA SmartPay Conference - Philadelphia, Pennsylvania

3 The Ninth Annual GSA SmartPay Conference Disputes - Resolutions Without Delay Sabrina Dyer August 22, 2007

4 Goals and Objectives Provide a clear understanding of the dispute process. Provide tools to educate cardholders. Facilitate more timely and efficient dispute resolutions. 3 go to View, Header and Footer to set date

5 Agenda What is a dispute? The dispute process Misuse and fraud Using the CitiDirect Card Management System Top five ways to ensure success! Questions 4 go to View, Header and Footer to set date

6 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 5 go to View, Header and Footer to set date

7 What is a Dispute? Common reasons for a dispute: A charge on statement that cardholder does not remember making Mis-posted debits Duplicate debits Non-delivery of goods or services 6 go to View, Header and Footer to set date

8 The Dispute Process The Associations set the rules Visa and MasterCard 7 go to View, Header and Footer to set date

9 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 8 go to View, Header and Footer to set date

10 The Dispute Process Contact Citibank: Dispute Form CitiDirect Card Management System Citimanager Web site Customer Service Fax dispute form to (605) go to View, Header and Footer to set date

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

12 Where to Go for Information Citimanager web site: 11 go to View, Header and Footer to set date

13 Where to Go for Information 12 go to View, Header and Footer to set date

14 Where to Go for Information 13 go to View, Header and Footer to set date

15 Where to Go for Information 14 go to View, Header and Footer to set date

16 The Dispute Process Card Holder Dispute Form 15 go to View, Header and Footer to set date

17 Dispute Form 16 go to View, Header and Footer to set date

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

19 The Dispute Process Tips for your cardholders: 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 18 go to View, Header and Footer to set date

20 The Dispute Process Tips for your cardholders: 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 19 go to View, Header and Footer to set date

21 The Dispute Process Follow up: If additional information is requested, you must follow up in a timely manner or the dispute could be closed Any Citibank issued credit could be re-billed Contact Customer Service to ensure documentation has been received Even while traveling, follow up must occur 20 go to View, Header and Footer to set date

22 The Dispute Process Timeframes: It is the cardholder responsibility to notify Citibank, in writing, of any items in dispute within 60 calendar days of receipt of the statement date 21 go to View, Header and Footer to set date

23 The Dispute Process Dispute confirmation: 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 22 go to View, Header and Footer to set date

24 The Dispute Process Chargeback process: Citibank will request charge amount from merchant Documentation is sent to the Bankcard Associations Citibank will place provisional credit on cardholder s account 23 go to View, Header and Footer to set date

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

26 The Dispute Process Representment: 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 25 go to View, Header and Footer to set date

27 The Dispute Process The Chargeback Flow Citibank Presentment Merchant Bank Chargeback Issuing Bank Second Presentment Acquiring Bank Arbitration Chargeback Arbitration Case 26 go to View, Header and Footer to set date

28 The Dispute Process Frequent Chargeback Reasons: Not as described Unauthorized transaction Duplicate processing Non-receipt of merchandise Services not received Requested charge copy not received Credit not processed 27 go to View, Header and Footer to set date

29 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 28 go to View, Header and Footer to set date

30 Fraud Contact Customer Service to close account Fill out affidavit Fax to Security Operations (605) Associations procedures update Unauthorized charges over $50 dollars 29 go to View, Header and Footer to set date

31 CitiDirect Card Management System 30 go to View, Header and Footer to set date

32 CitiDirect Card Management System 31 go to View, Header and Footer to set date

33 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 32 go to View, Header and Footer to set date

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

35 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. 34 go to View, Header and Footer to set date

36 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. 35 go to View, Header and Footer to set date

37 Disputes, Resolutions Without Delay Questions? 36 go to View, Header and Footer to set date

38 Reminders Thank you for attending this session! Visit the Citibank Welcome Center Room 104 A/B, 1 st Floor National Industries for the Blind will have a display of products Conference Slide Show come see yourself shine! Visit the Citibank Technical Demonstration Center Room 106 A, 1 st Floor Please take a moment to complete your GSA survey for this session! 37 go to View, Header and Footer to set date

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