Disputes Reference Guide

Including the following reference guide for your convenience.

Disputes Overview

What is a Dispute?

• Cardholder questions a transaction on their account
• Common Reasons for a Dispute:
  • Credit not received
  • Transaction paid for by other means
  • Difference in amount
  • Duplicate charges
  • Billed for a canceled hotel stay or airline cancellation
• Situational awareness – Cardholders should review their statements every month
• Cardholders MUST notify Citi of disputes within 90 days from the transaction date
• Cardholders should retain all receipts and other transaction documentation

What’s the Process?

1. Contact the Merchant and allow them to correct the situation
2. Use CitiManager® to initiate and track a dispute online if the Merchant is unable to resolve

What happens when you initiate a dispute?

• Cardholder completes the CitiManager® online dispute form
  • Remember to initiate your dispute within 90 days from the transaction date
    • Disputes within 60 days from the transaction date can be submitted in CitiManager.
    • Disputes between 61 days and 90 days from the transaction date will not have the option to dispute and will get a notification to call to speak to an Agent.
• CitiManager® flags the transaction(s) as being in dispute
• Cardholder may be contacted to provide additional information
  • Provide documentation
  • Include any documented (verbal or written) correspondence with merchant
  • Timely customer follow-up is critical (even while traveling) to maintain chargeback rights
• Dispute Settlement Options 1
1. Dispute resolved in the cardholder’s favor – the transaction is deemed invalid and the provisional credit is permanent
2. Dispute resolved in the merchant’s favor – the transaction is deemed valid and the provisional credit is removed from the account. Cardholder is responsible for complying with the payment terms of the account.

How to initiate a dispute online

1. Log in to CitiManager^® and navigate to the Statement or Unbilled Transaction screen.
2. Click on the three blue dots to blow up the transaction and click the blue Dispute button.
   
   

   The information in the above screenshot is for illustrative purposes only

3. On the Transaction Dispute screen, select the dispute reason from the Dispute Reason drop-down list.
4. Note: Based on this selection you may be asked additional questions, or to download and send in a signed form.
5. Complete applicable dispute criteria.
6. Click the Continue button.
7. On the Review screen, review the information provided to ensure accuracy and then click the Submit button.
   • A confirmation screen displays.

APC Best Practices

• A call to the merchant solves most disputes
• CitiManager® is the fastest way to file and track a dispute
• Ensure accuracy in selecting the dispute reason and information given
  • May not dispute if previously disputed
  • Cannot cancel a dispute once Citi initiates with Associations (Visa, Mastercard).
  • Keep records of everything and watch for instances where Citi® needs more information
• A conditional credit does NOT mean the dispute has been resolved in favor of the cardholder
  • Even settled credits could be reversed if a merchant re-bills with proof of a valid charge or if the Associations rule in the Merchant’s favor
• Remember to initiate your dispute within 90 days from the transaction date
  • Disputes within 60 days from the transaction date can be submitted in CitiManager
  • Disputes within 61 days and 90 days from the transaction date will not have the option to dispute and will get a notification to call to speak to an Agent.