Disputes

Cardholders have the right to dispute transactions they claim were not authorized or were done in error. Once a transaction has been disputed, the cardholder's financial institution sends a notification to Merchant Card Services requesting a copy of the transaction from the merchant. There is a very limited amount of time for the University to respond to such requests; therefore any unit that receives a disputed transaction copy request notification, will have two (2) business days to produce the required transaction documentation. If the unit does not respond within the necessary timeframe to the request, the transaction is "charged back" to the merchant account, and the funds will be debited from the merchant department account used to record the original revenue. Also the bank will assess a charge back processing fee of $15.00 that is non-refundable and posted to the account. The charge back fee may not be requested of collection from the customer.

There is no grace period, and no appeal is possible if the merchant misses the deadline. Therefore, it is important that all merchants must have adequate business processes in place to support the timely response of copy requests and other transaction inquiries.

The Dispute Resolution contact for a unit merchant is responsible for responding to copy requests and disputed transactions.

• Credit/Debit Card Transaction Dispute Flow (PDF) [updated: 3/29/12]
• Cardholder Bank Disputed Transactions (PDF)

Additional Resource

• For questions on posted chargebacks and fees to the Merchant account, contact University Accounting, Credit Card Sales

If you have questions, please contact us and visit our Training Resources.

Last Updated: March 29, 2012