Ask ME ANYTHING: Representment Analyst at Major Bank

Get credit card fraud help: For victims of credit card fraud and identity theft, and those that can help.
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bankdisp
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Ask ME ANYTHING: Representment Analyst at Major Bank

Postby bankdisp » Mon Mar 30, 2015 7:08 pm

Representments : When a billing dispute is filed a merchant has 45 days from the date of the charge back filling to respond and contest the dispute.

I have worked for dispute initiation phone team, 1st charge back processor and now handle merchant responses for a Major Bank.

I feel most of the time our customers don't really understand what they are getting into when they file a dispute or try to report "fraud" (true fraud is actually very rare). Please if you have any questions regarding the process or maybe some advice, ASK!


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lobbythis
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Postby lobbythis » Mon Mar 30, 2015 10:00 pm

Any experience with PayPal chargebacks/disputes?

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Postby bankdisp » Mon Mar 30, 2015 10:02 pm

only in regards to a paypal charge being on a credit. paypal is awful for merchant services in resolving disputes. never sends the requirements and we win on technicalities alot. are you talking about a paypal charge on your credit card or in regards to someone disputing you through paypal. unfortunately I wouldn't have any insight if it is exclusively through PayPal they have their own regulations to follow

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Postby lobbythis » Tue Mar 31, 2015 1:00 am

No. I have an ecommerce business and 75% of my customers are processed through PayPal. The others are processed through another merchant who gives me far more protection against scammers. With PayPal, I lose almost all cases opened as unauthorized chargebacks.

Since PayPal is not a real bank, my only inclination is that I always lose because PayPal does not have a leg to stand on against real banks. It's so bad that, as long as the transaction is small, I just take the hit and approve the refund before PayPal even tries to review it.

Also, since you say they hardly ever send the actual required documentation, that pretty much explains why sellers often lose to people claiming bogus chargebacks all the time and scammers know that so it is a constant occurrence.

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Postby bankdisp » Tue Mar 31, 2015 6:19 am

for an unauthorized charged banks look for 2 pieces of conVincing evidence to link a charge to a customer. Try to set up the paypal information to request phone + email for a customer as well as verify via billing address and be sure to get a positive AVS match. also if possible look into to setting up with Verified by Visa and Mastercard Secure Payments system. they are basically impossible to dispute and no charge back rights are available.

unfortunately sometimes we have to just accept that our customers lie about it being unauthorized but if a customer maintains they didn't authorize it through the entire process unless we have undeniable proof...name email full mailing address phone number...they basically get the money back

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Postby lobbythis » Tue Mar 31, 2015 11:57 am

Awesome. Thank you for the insight. I'm always just trying to understand what is happening behind the scenes. PayPal is useless so I have to research and test things on my own.

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Postby bankdisp » Tue Mar 31, 2015 12:10 pm

no problem. I had a few disputes today with paypal. Every single one of which I was able to successfully get the money back for the banks customer because of paypal submitting and invalid Representment which is a no go. people claim defective iPhone for example and paypal and they reply with no return. for for a visa 53 or mastercard 4853 charge back no return is required for defective only tender return in MOST circumstances. (international another story) so it's really easy to win against paypal. they are required to address the true nature of the dispute and they don't at al.

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Postby lobbythis » Tue Mar 31, 2015 1:42 pm

So many chargebacks or claims against Apple products are fraudulent though, which is sad.

It's very easy for someone to buy broken phones for cheap on CraigsList, then buy new phones on eBay or Amazon, then claim the phone is broken and return the CraigsList phone to the seller and then the scammer has a new phone for cheap.

Or there are just the a**holes who make bogus claims and simply get products for free without even sending anything back. I remain a low price, high volume business which helps me avoid the majority of scammers.

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Postby bankdisp » Tue Mar 31, 2015 2:04 pm

oh I completely agree. and unfortunately the process internally to stop the people even when we know who they are is regulated it's self and takes 4 months total to legally stop an account of someone who does that. or people that claim non receipt all the time on everything that doesn't request a signature. always request a signature whenever you Ling anything

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Postby babyscandal » Tue Mar 31, 2015 6:48 pm

lobbythis wrote:So many chargebacks or claims against Apple products are fraudulent though, which is sad.

It's very easy for someone to buy broken phones for cheap on CraigsList, then buy new phones on eBay or Amazon, then claim the phone is broken and return the CraigsList phone to the seller and then the scammer has a new phone for cheap.

Or there are just the a**holes who make bogus claims and simply get products for free without even sending anything back. I remain a low price, high volume business which helps me avoid the majority of scammers.


Doesn't the phone hav a unique IMEI or whatever ID to be recoginzed then?



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