9 Citibank Presents Disputes Resolutions Without · PDF fileCitibank Presents: Disputes -...

Citibank Presents:Disputes - Resolutions

Without Delay

Sabrina Dyer

Citibank® Commercial Cards, Government Services

GSA SmartPay Conference

Citibank Presents:Continue the Revolution

The Ninth Annual GSA SmartPay Conference - Philadelphia, Pennsylvania

The Ninth Annual GSA SmartPay Conference

Disputes - Resolutions Without Delay

Sabrina DyerAugust 22, 2007

3 go to View, Header and Footer to set date

Goals and Objectives

• Provide a clear understanding of the dispute process.

• Provide tools to educate cardholders.

• Facilitate more timely and efficient dispute resolutions.


Agenda

• What is a dispute?

• The dispute process

• Misuse and fraud

• Using the CitiDirect® Card Management System

• Top five ways to ensure success!

• 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

• Mis-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:


The Dispute Process – Card Holder Dispute Form


Dispute Form

Quiz Quiz Quiz

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


The Dispute Process

• 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

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 Citibank 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 Citibank, 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

• Citibank will request charge amount from merchant

• Documentation is sent to the Bankcard Associations

• Citibank 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

Representment:


The Dispute Process – The Chargeback Flow

Second Presentment

Arbitration Chargeback

Chargeback

Presentment

Issuing Bank

Citibank

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



• 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.


Disputes, Resolutions Without Delay

Questions?


Reminders

• Thank you for attending this session!

• Visit the Citibank Welcome Center– Room 104 A/B, 1st 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, 1st Floor

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

IRS Circular 230 Disclosure: Citigroup Inc. and its affiliates do not provide tax or legal advice. Any discussion of tax matters in these materials (i) is not intended or written to be used, and cannot be used or relied upon, by you for the purpose of avoiding any tax penalties and (ii) may have been written in connection with the "promotion or marketing" of the Transaction. Accordingly, you should seek advice based on your particular circumstances from an independent tax advisor.Any terms set forth herein are intended for discussion purposes only and are subject to the final terms as set forth in separate definitive written agreements. This presentation is not a commitment to lend, syndicate a financing, underwrite or purchase securities, or commit capital nor does it obligate us to enter into such a commitment, nor are we acting as a fiduciary to you. By accepting this presentation, subject to applicable law or regulation, you agree to keep confidential the existence of and proposed terms for any transaction contemplated hereby (a “Transaction”).

Prior to entering into any Transaction, you should determine, without reliance upon us or our affiliates, the economic risks and merits (and independently determine that you are able to assume these risks) as well as the legal, tax and accounting characterizations and consequences of any such Transaction. In this regard, by accepting this presentation, you acknowledge that (a) we are not in the business of providing (and you are not relying on us for) legal, tax or accounting advice, (b) there may be legal, tax or accounting risks associated with any Transaction, (c) you should receive (and rely on) separate and qualified legal, tax and accounting advice and (d) you should apprise senior management in your organization as to such legal, tax and accounting advice (and any risks associated with any Transaction) and our disclaimer as to these matters. By acceptance of these materials, you and we hereby agree that from the commencement of discussions with respect to any Transaction, and notwithstanding any other provision in this presentation, we hereby confirm that no participant in any Transaction shall be limited from disclosing the U.S. tax treatment or U.S. tax structure of such Transaction.

We are required to obtain, verify and record certain information that identifies each entity that enters into a formal business relationship with us. We will ask for your complete name, street address, and taxpayer ID number. We may also request corporate formation documents, or other forms of identification, to verify information provided.

Any prices or levels contained herein are preliminary and indicative only and do not represent bids or offers. These indications are provided solely for your information and consideration, are subject to change at any time without notice and are not intended as a solicitation with respect to the purchase or sale of any instrument. The information contained in this presentation may include results of analyses from a quantitative model which represent potential future events that may or may not be realized, and is not a complete analysis of every material fact representing any product. Any estimates included herein constitute our judgment as of the date hereof and are subject to change without any notice. We and/or our affiliates may make a market in these instruments for our customers and for our own account. Accordingly, we may have a position in any such instrument at any time.

Although this material may contain publicly available information about Citi corporate bond research or economic and market analysis, Citi policy (i) prohibits employees from offering, directly or indirectly, a favorable or negative research opinion or offering to change an opinion as consideration or inducement for the receipt of business or for compensation; and (ii) prohibits analysts from being compensated for specific recommendations or views contained in research reports. So as to reduce the potential for conflicts of interest, as well as to reduce any appearance of conflicts of interest, Citi has enacted policies and procedures designed to limit communications between its investment banking and research personnel to specifically prescribed circumstances.

© 2007 Citibank, N.A. All rights reserved. Citi and Citi and Arc Design and Citibank are trademarks and service marks of Citigroup Inc. or its affiliates and are used and registered throughout the world.

9 Citibank Presents Disputes Resolutions Without · PDF fileCitibank Presents: Disputes -...

Documents

Transcript of 9 Citibank Presents Disputes Resolutions Without · PDF fileCitibank Presents: Disputes -...