- Make arrangements with the merchant before shipping or returning an item; if you need assistance with shipping an item to the merchant, contact UCR's Receiving Department at (951) 827-3134.
- Keep a copy of the shipping documentation or credit slip with the transaction file in order to reconcile the transaction.This information may be needed for a formal dispute resolution.
- If the resolution cannot be reached with the merchant regarding attempts to returnitems for credit or exchange, the PCC will intercede with the supplier and bank on your behalf to negotiate a satisfactory solution.
- All transactions for which credit is due must be logged, see Exhibit 2 or 5.
- All requests for credit must be resolved within sixty days of posting of the transaction. Credits must be monitored until received. Failure to do so may result in termination of the card account.
- All credits are to be made in the form of a credit to the card account – Cardholders are NOT to accept refunds by cash or check.
- A copy of a sales draft (sales slip) can be obtained by calling US Bank Customer Service at (800) 344-5696. It may take 3-6 weeks to receive but there is no charge.
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Disputes
The following situations may be cause for a dispute:
- Unauthorized charges, including unauthorized phone or mail order charges
- Difference in amount authorized and amount charged
- Duplicate charges
- Transaction which is yours, but you are challenging for other reasons
- Your account has not yet been credited in the general ledger but you have received a credit voucher from the merchant or have been told by the merchant they will issue a credit
- Failure to receive goods
- Returned merchandise
- Unrecognized charges
- Altered charges
- Defective merchandise
Formal written disputes must be filed with US Bank within 60 days of the end of the cycle (25th of the month) in which the transaction appeared.
The dispute form is attached to this Guide, Exhibit 3.The Cardholder's signature is required on a dispute form.The form must be faxed to US Bank at the number listed on the bottom of the form. Work with your DCA to formally dispute a transaction.
Failure to resolve disputes within sixty days of the end of the card cycle may result in termination of the card account.
Declines
Contact US Bank Customer Service at 1-800-344-5969 for information on why a transaction was declined.
Possible reasons for decline:
- Phone Orders - The merchant has written down the card number and/or expiration date incorrectly.Check the numbers with the merchant.
- The transaction exceeds your daily or per cycle dollar limits or number of transaction limits.Check the number of transactions you have made to determine if you have exceeded your limits.
- The merchant's 4-digit Merchant Category Code (MCC) is one of the University's excluded codes.Ask the merchant for their MCC code. Merchants are assigned one code that sometimes does not reflect all of the types of business they conduct. Contact the PCC to resolve this Merchant Category Code issue.
- If the transmission is down between the merchant and its bank, the transaction will decline.Ask the merchant to try later.Note: If the merchant makes 10 tries, and is declined each time, the card will then decline at any merchant for the remainder of the day.