WOW FEEDS: TRANCHE 25-POST FORGE CYK Discussion

WOW FEEDS: TRANCHE 25-POST FORGE CYK Discussion

WOW Warriors

FDO Representments

Multiple Choice

1. TRUE or FALSE: Reg Z Protection only applies to the first correspondence received from the customer that initiates a dispute on a case. This includes the Cardholder’s response to either Acknowledgement: Need Additional Information - Cardholder Dispute or Acknowledgement: Need Additional Information - Point of Interaction (POI) Dispute Letter. If there is no customer correspondence, then Regulation Z protection does not apply.

• TRUE

• FALSE

Multiple Choice

2. No Chargeback rights but previous agent filed RMI, then merchant response received with invalid documents for the said reason code, how do we continue with the case?

• Submit Claim Outcome

• Hold CH Responsible

• Hold Capital One Responsible

• Pend the Case for Investigation

Multiple Choice

3. Case was filed for RC: I Am still being charged for something I cancelled or returned. Received case in Investigating status. Case History shows RMI Reject (once). Letter Decision: Merchant Responsible - Over Threshold and Purchase adjustment issued. What is the next action?

• Rebill for Reasonable Investigation

• Submit Claim Outcome

• Pend the case for Investigation

• Pend the case for Requesting Merchant Information

Multiple Choice

4. Empath case: Previous agent sent Acknowledgement: Need Additional Information - Cardholder Dispute. You received the case on RCI status. Upon review RMI requirements were met. You filed RMI and sent Decision: Merchant Responsible - Over Threshold letter. Do we still need to send Acknowledgement: Provide Cardholder Update/Financial Corrections to disregard Acknowledgement: Need Additional Information - Cardholder Dispute?

• YES

• NO

Multiple Choice

5. For the Dispute Reason: I did not receive what I paid for, Representment documents show transaction information and a merchant statement saying the CH can visit the merchant website to track the order. Is the Representment valid ?

• Valid

• Invalid

Multiple Choice

6. The first agent filed the dispute and the correct letter was sent but no decision on the case, hence no PCD was issued. After 30 days have passed, the second agent decisioned RMI. PCD was issued. If you were the second agent, what action have you taken on the case ?

• LOSS TO AGENT

• RMI

• RCI

• REBILL

Multiple Choice

7. You fetched the case in Merchant Response Received status for Dispute Reason: I did not receive what I paid for. Merchant provided the order details and a screenshot of the USPS delivery page showing merchandise was delivered on the CH’s address after the Merchant Information Request date. What actions will you take on the case?

• CLAIM OUTCOME

• REBILL

• RCI

• PEND

Multiple Choice

8. FDCM Reopened case. Customer was previously rebilled due to a Valid representment. Rebill letter shows correct response date of 03/10/2020. Customer responded on 03/09/2020 with substantial proof. Last day to file 2nd chargeback is on 03/06/2020. Is this Loss to agent or Loss to system?

• LOSS TO SYSTEM

• PBS

• LOSS TO AGENT

• UNDER THRESHOLD

Multiple Choice

9. Mastercard RC 4860: Credit Not Processed. Non face to face transaction. Representment only shows tracking number and status is In-Transit. Is this a valid Representment.

• VALID

• INVALID

Multiple Choice

10. You are sending Acknowledgement: Cardholder Response Needed - Merchant Response Received letter on 12/03/2020 at 11:00pm EST, what should be your response Date?

• 12/25/2020

• 12/25/2021

• 12/26/2020

• 12/30/2020

Multiple Choice

11. RC 85: Representment only shows a Square Payment Receipt without transaction details and only the amount of the transaction. Can this be considered a valid TID?

• NO

• YES

Multiple Choice

12. TRUE or FALSE: When working on Empath cases, it is NOT advised to proceed with holding the customer liable when Merchant/Representment Documents pages contain Customer NPI/PCI.

• TRUE

• FALSE

Multiple Choice

13. Fetched case in Second Merchant Response Received for RC: I did not receive what I paid for. Immediate Claim Outcome was previously submitted. No new documents attached in Empath. Upon checking MCM, merchant provided receipt stating services rendered were for gasoline. Also, you realized that the REPRE document during first Merchant Response was valid. What's your next action?

• CLAIM OUTCOME

• REBILL

• LOSS

• REASSERT

Multiple Choice

14. YES or NO. I have fetched the Empath case in Merchant Response Received with valid merchant documents. Upon review, Date of Birth of the Cardholder is present on Page 4 of the said documents. I can still proceed with rebilling and attaching the merchant documents since this NPI is the Cardholder’s.

• YES

• NO

Multiple Choice

15. The Empath case you are working on received a new response from the customer for the rebill letter we sent. The customer initially claimed that the merchandise they received from the merchant is different from what they ordered. Now, they sent a progressive letter stating that they still have the item because they don't want to pay for the shipping fee for returning it. How should you decision the case?

• CNA

• REASSERT

Multiple Choice

14. YES or NO. I have fetched the Empath case in Merchant Response Received with valid merchant documents. Upon review, Date of Birth of the Cardholder is present on Page 4 of the said documents. I can still proceed with rebilling and attaching the merchant documents since this NPI is the Cardholder’s.

• YES

• NO