TSC WOW Warrior Brain It On

TSC WOW Warriors Brain It On

BC Disputes WOW Warrior Unified

Multiple Choice

1. A Repre Agent is working on a case in Merchant Response Received status for the dispute reason: I did not receive what I paid for (Mastercard). The first chargeback was weak due to no detailed description of items/service but the previous agent requested merchant information. Representment document is invalid since the delivery date is prior to the chargeback date. How should the agent decide on the case?

• A. Hold the Merchant Responsible (Claim Outcome)

• B. Hold the Customer Responsible due to valid merchant response

• C. Hold Capital One Responsible (First Chargeback Error)

A Repre Agent is working on a case in Merchant Response Received status for the dispute reason: I did not receive what I paid for (Mastercard). The first chargeback was weak due to no detailed description of items/service but the previous agent requested merchant information. Representment document is invalid since the delivery date is prior to the chargeback date. How should the agent decide on the case?

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Submit Claim Outcome. The merchant failed to provide either a signed/unsigned proof of delivery. Also, the merchant did not cite any invalidation on the description of the item being disputed.

Tasks: Handle Empath Dispute After Requesting Merchant Information | Fraud and Disputes Claim Guide

ANSWER: A

Multiple Choice

2. Case was in Merchant Response Received status when fetched. The dispute was for the full transaction amount but the merchant has responded stating they have issued a partial credit and the merchant represented in full. The merchant also stated that the customer is due for the remainder (above threshold) as it was on their policy that a cancellation fee would be deducted in case the customer canceled their service. How would the agent decide the case and what letter/s would the agent need to send?

• A. Hold the Customer responsible for the full amount and send Acknowledgement: Cardholder Response Needed - Merchant Response Received Letter

• B. Split Decision: Partial Merchant Credit and Partial Valid Merchant Response and send necessary letter

• C. Hold the Merchant Responsible for the full amount

• D. Split Decision: Partial Merchant Credit and Partial Claim Outcome

2. Case was in Merchant Response Received status when fetched. The dispute was for the full transaction amount but the merchant has responded stating they have issued a partial credit and the merchant represented in full. The merchant also stated that the customer is due for the remainder (above threshold) as it was on their policy that a cancellation fee would be deducted in case the customer canceled their service. How would the agent decide the case and what letter/s would the agent need to send?

ANSWER: B

Split decision partial merchant credit and partial valid merchant response. Acknowledgement: Cardholder Response Needed - Merchant Response Received Letter with the valid merchant response amount and Decision: Merchant Credit Posted - Removed Provisional Credit Letter for the partial merchant credit amount.

Task: Handle Empath Dispute After Requesting Merchant Information

Multiple Choice

3. (TSC) You are filing a dispute in EMPATH, you are now in the process of selecting the correct Reason Code for the customer's dispute. The customer said that he was not supposed to be charged twice for this item since the item description says buy 1 take 1 yet you see that there are 2 charges on the account. (What dispute category /RC would the scenario fall under ?

• I did not receive what I paid for

• I'm still being charged for something I cancelled/returned

• I already paid for this another way

• I was charged more than once

ANSWER: D

I was charged more than once/Duplicate Processing​

Task: Dispute Category for Empath​

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(TSC) You are filing a dispute in EMPATH, you are now in the process of selecting the correct Reason Code for the customer's dispute. The customer said that he was not supposed to be charged twice for this item since the item description says buy 1 take 1 yet you see that there are 2 charges on the account. (What dispute category /RC would the scenario fall under ?

Open Ended

4. After holding the customer responsible on 05/23/2022 at 12:05 p.m. MNL. Repre Agent is about to send an Acknowledgement: Cardholder Response Needed - Merchant Response Received letter. What should be the response date?

​ANSWER:

06-13-2022

Some text here about the topic of discussion

After holding the customer responsible on 05/23/2022. Repre Agent is about to send an Acknowledgement: Cardholder Response Needed - Merchant Response Received letter. What should be the response date?

Multiple Choice

5. What rebill reason should a Repre agent choose in Empath if the disputed charge is a merchandise that was picked up in store?

• A. Proof of Delivery

• B. Evidence that Goods or Services not as Described or Defective

• C. Receipt Showing In Person Purchase

• D. Statement that Return was not Received

What rebill reason should a Repre agent choose in Empath if the disputed charge is a merchandise that was picked up in store?

ANSWER: C

Receipt Showing In Person Purchase

Task: Handle Empath Dispute After Requesting Merchant Information | Decision a Dispute Claim as Customer Responsible in Empath​

Multiple Choice

6. The Empath case unpended as it 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 was different from what they ordered (What I received wasn’t what I expected). Now, the CH sent a progressive letter stating that the CH still has the item because they don't want to pay for the shipping fee for returning it. How should the agent decide on the case?

• A. Reverse the decision and submit Claim Outcome

• B. Uphold the decision as Customer Responsible and send Decision: Cannot Assist - No Provisional Credit Letter

• C. Reassert the dispute case to “I am still charged for something I canceled or returned”

The Empath case unpended as it 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 was different from what they ordered (What I received wasn’t what I expected). Now, the CH sent a progressive letter stating that the CH still has the item because they don't want to pay for the shipping fee for returning it. How should the agent decide on the case?

ANSWER: B

Uphold the decision as Customer Responsible and sent Decision: Cannot Assist - No Provisional Credit Letter. Handle Empath Dispute After Requesting Merchant Information Task​

Task: Handle Empath Dispute After Requesting Merchant Information

Multiple Choice

7. TRUE or FALSE: When working on Empath cases, Repre agents should NOT proceed with holding the customer liable when Merchant/Representment Documents pages contain non-customer NPI/PCI.

• True

• False

ANSWER: False

Repre Agents can redact the page that has NPI. If redaction is not possible due to limited access, they can still process the rebill but not attach the merchant documents.

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Task: Handle Empath Dispute After Requesting Merchant Information | Decision a Dispute Claim as Customer Responsible in Empath

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TRUE or FALSE: When working on Empath cases, Repre agents should NOT proceed with holding the customer liable when Merchant/Representment Documents pages contain non-customer NPI/PCI.

Multiple Choice

8. (TSC) Customer is calling to dispute a charge for a computer software that he purchased. The customer received an email from the merchant, but is unable to download the attachment. What dispute category /Reason Code would the scenario fall under?

• A. I'm still being charged for something I cancelled or returned

• B. I did not receive what I paid for

• What I received wasn't what I expected

• I already paid for this another day

(TSC) Customer is calling to dispute a charge for a computer software that he purchased. The customer received an email from the merchant, but is unable to download the attachment. What dispute category /Reason Code would the scenario fall under?

ANSWER: B

I did not receive what I paid for

Task: Dispute Category for Empath​ | Computer Software Download Dispute

Multiple Choice

9. Case is in Requesting Customer Information. CH responded to Acknowledgement: Need Additional Information - Cardholder Dispute Letter and sent a signed & dated progressive letter stating charge is unauthorized and CH did not make business with the merchant. No LSRP filed. Since the Repre Agent is unable to call the CH due to OCE, the agent sent an Acknowledgement: Cardholder Response Needed - Potential Fraud Letter and pended the case for customer response. Were all actions taken correctly? Yes or No?

• Yes

• No

ANSWER: No

Decision should be updated to Customer Responsible (Refer to Fraud), processed Blind LSRP in Empath and agent should have sent Decision: Referred to Fraud - Removed Provisional Credit Letter​.

Task: ​Create Lost / Stolen Report Without Customer in Empath | Handle Empath Dispute Prior to Requesting Merchant Information

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Case is in Requesting Customer Information. CH responded to Acknowledgement: Need Additional Information - Cardholder Dispute Letter and sent a signed & dated progressive letter stating charge is unauthorized and CH did not make business with the merchant. No LSRP filed. Since the Repre Agent is unable to call the CH due to OCE, the agent sent an Acknowledgement: Cardholder Response Needed - Potential Fraud Letter and pended the case for customer response. Were all actions taken correctly? Yes or No?

Multiple Choice

10. Transaction and Disputed amount is $19.99. Case is in Merchant Response Received for Dispute Reason: Canceled Recurring. There were no merchant documents attached in Empath/Hubble/MCM, but with MMT stating: “PLEASE SEE ATTACHED”. You found out that there is a matching MCP on the account for the same disputed amount and there were no other transactions from the disputed merchant. What should be the Repre agent’s next actions?

• A. Hold the Customer Responsible due to Merchant Credit Posted

• B. Hold the Merchant Responsible (Claim Outcome)

• C. Hold the Customer Responsible due to Valid Merchant Response

• D. Hold Capital One Responsible as amount is under threshold

Transaction and Disputed amount is $19.99. Case is in Merchant Response Received for Dispute Reason: Canceled Recurring. There were no merchant documents attached in Empath/Hubble/MCM, but with MMT stating: “PLEASE SEE ATTACHED”. You found out that there is a matching MCP on the account for the same disputed amount and there were no other transactions from the disputed merchant. What should be the Repre agent’s next actions?

​ANSWER: B

Hold the Merchant Responsible (Claim Outcome). The merchant failed to cure the dispute and failed to provide any merchant documents. Also, the MMT did not state anything about the credit found on the account

Task: Handle Empath Dispute After Requesting Merchant Information | Submit a Claim Outcome in Empath

Multiple Choice

11. (TSC) HVS customer called in to dispute a charge on his Visa account ending in *8235 for $35.95. While processing the dispute, it resulted in immediate chargeback. What letter should you send to the customer if Empath did not automatically send a letter?

• A. Decision Merchant Responsible- Over Threshold

• B. Decision Merchant Responsible- Under Threshold/Write-Off

(TSC) HVS customer called in to dispute a charge on his Visa account ending in *8235 for $35.95. While processing the dispute, it resulted in immediate chargeback. What letter should you send to the customer if Empath did not automatically send a letter?

ANSWER: B

Decision Merchant Responsible- Under Threshold/Write-Off

Task: Handle Empath Dispute Prior Requesting Merchant Information | Empath Fraud and Disputes Letters Guide

Multiple Choice

12. 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, the merchant provided a receipt stating that services rendered were for gasoline. Also, the Representments document during the first Merchant Response was valid. What should be the next course of action?

• A. Hold the Merchant Responsible and process Arbitration in Empath and in Mastercom Claims Manager

• B. Hold the Customer Responsible and end Acknowledgement: Cardholder Response Needed - Merchant Response Received Letter

• C. Hold Capital One Responsible (Agent Error who processed the incorrect rebill)

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, the merchant provided a receipt stating that services rendered were for gasoline. Also, the Representments document during the first Merchant Response was valid. What should be the next course of action?

ANSWER: B

Hold the Customer Responsible and send Acknowledgement: Cardholder Response Needed - Merchant Response Received Letter. There are no rights to hold the merchant responsible. Also, the merchant documents are valid during initial representments

Task: Handle Empath Dispute After Requesting Merchant Information

Multiple Choice

13. After determining that CH's response to merchant rebuttal is valid, agent decided to submit a claim outcome after rebill since the case is still w/in timeframe. Agent then reversed the decision to Merchant Responsible successfully, submitted a Pre-Arbitration Case in MCM guided by the second step in Submit a Claim Outcome in Empath - Task. And finally, sent the appropriate letter, noted the account, and dispositioned the case correctly. Were all actions taken correctly?

• Yes

• No

After determining that CH's response to merchant rebuttal is valid, you decided to submit a claim outcome after rebill since the case is still within timeframe. You reversed the decision and updated it to Merchant Responsible successfully. You then Submitted a Pre-Arbitration Case in MCM guided by the second step in Submit a Claim Outcome in Empath - Task. Finally, you sent the appropriate letter, noted the account, and dispositioned the case correctly. Were all actions taken correctly? (If No, what action was taken incorrectly?)

ANSWER: No

​The agent should have not processed manual PA in MCM as Empath is already linked to the system

Task: Handle Empath Dispute After Requesting Merchant Information | Submit a Claim Outcome in Empath