Customer Service and Dispute Resolution
Who handles customer service and disputes?
Even though you might have an existing customer service team to deal with issues like forgotten passwords, or billing problems, most of the time those teams aren't adequately trained to handle sensitive PCI information such as card numbers, and card transaction history per the bank or network regulatory requirements.
In these scenarios, Bond as your program manager will ensure that your customers receive a high-quality service experience and can have access to their funds and resolve questions around servicing their financial products. This can be orchestrated through our API or where needed through a 1-800 number and IVR (interactive voice response) service that we can provide for you. Specifically, these are the responsibilities:
| Customer Service Level | Description | Owned by |
|---|---|---|
| Level 1 | This is the team you have today that answers questions for your customers around forgotten passwords, billing issues and anything about your physical and software products. You know your customers best and should continue to own that channel. | Brand* |
| Level 2 | When relevant, your agent can upgrade the issue to level 2 and route it to Bond. The types of queries here are: - Disputes - Chargebacks - Fraud - Card Lost & Stolen - etc. | Bond |
*If you are a brand who has launched and scaled card programs in the past, your existing customer service team should be well versed to continue managing the program and Bond will provide the tooling to be successful.
What are the categories of disputes and how are they handled?
From a regulatory standpoint for financial products, below are the categories of dispute that Bond is concerned with monitoring and resolving, and reporting to the relevant authorities where relevant.
| Dispute Category | Description |
|---|---|
| Fraud Case Management | For example, someone used my card without my authorization. |
| Chargeback Filing & Case Management | For example, there is an issue with my purchase or I don't recognize this transaction. |
| ACH Activity Dispute Management | For example, I sent money to the wrong place, or money was never received or someone took money without authorization. |
| Subpoena Support | For example, law enforcement needs specific information. |
| Escheatment Investigation | For example, unclaimed funds that certain states may seek to claim. |
How long does it take to resolve a dispute?
Each instance of a dispute will have a corresponding case opened and managed in accordance with the network's operating regulations. Bond and customer service operators must follow these rules.
The timing of the resolution is also related to the card presence (online, point of sale).
Resolution times are dependent on the network
MasterCard's network regulations state that cases can take up to 30-60 days depending on the type of dispute but issuers have the ability to credit the account while the investigation is ongoing while waiting for funds from the merchant. That may be reversed if the merchant is found to be right.
How do I design an interface to collect information about disputes?
When designing a user interface to submit a dispute through your app, in addition to collecting the dispute category, here are the different descriptions you should collect and send to us:
- I did not authorize this charge.
- I did not receive the goods/services in question.
- The amount charged is incorrect.
- I have already cancelled this transaction but charged nonetheless.
All transactional information for the particular cardholder is already available to the customer service agent. In addition, any supplemental information will be requested by the agent. Examples of requested documents include the following (as available):
- Receipts
- Proof of attempting to contact the merchant
- Any further communication (screenshots of chat, email, and so on)
- With fraud, the bank may request the consumer sign an affidavit stating they did not authorize disputed charges.
Updated almost 2 years ago