02 — Capability · BC-1730.60
Payment Disputes & Chargebacks
Resolve customer claims that a payment was unauthorized, wrong or not as promised, inside the time limits that card schemes and payment rules set, through intake, provisional credit, chargeback and recall. Fraud investigation, scam reimbursement decisions and fraud loss recording belong to fraud detection and prevention.
- Card Disputes
- Chargeback Processing
- Payment Error Resolution
In scope
- Dispute intake and provisional credit decisions
- Chargebacks, representments and pre-arbitration with card networks
- Unauthorized and erroneous claims on ACH, wire and instant payments
- Merchant responses to chargebacks raised against them
Out of scope
- Disputes over an enterprise's own invoices (see BC-250.30)
- Fraud investigation, scam reimbursement decisions and fraud loss recording (see BC-1770.40)
- Litigation and formal legal disputes (see BC-150.40)
Decomposes into · 4
- BC-1730.60.10Payment Dispute IntakeTake customer dispute claims in every channel, gather what the rules require, and decide on provisional credit within the regulatory deadline.
- BC-1730.60.20Issuer ChargebacksRaise chargebacks to acquirers through the card networks with the right reason codes and evidence, and take cases to arbitration when needed.
- BC-1730.60.30Chargeback RepresentmentAnswer chargebacks raised against merchants with evidence that the transaction was valid, or accept them and debit the merchant.
- BC-1730.60.40Non-Card Payment ClaimsInvestigate and resolve claims of unauthorized or mistaken ACH, wire and instant payments, and request the money back from the receiving bank.