What Do You Know?

25 Questions
What Do You Know?

This quiz is designed to review materials covered during the training process.

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Questions and Answers
  • 1. 
    Which of the following are examples customer did not participate claims?
    • A. 

      Fraud/Unauthorized Claim

    • B. 

      Cancellation Claim

    • C. 

      Paid By Other Means Claim

    • D. 

      Non Receipt of Service/Merchandise Claim

    • E. 

      Not As Described/Defective Merchandise Claim

  • 2. 
    Which of the following are examples of customer participated claims?
    • A. 

      Travel&Entertainment Claims (hotels/car rentals)

    • B. 

      Duplicate Processing Claims

    • C. 

      Cancellation Claims

    • D. 

      Fraud/Unauthorized Claims

    • E. 

      Returned Merchandise Claims (non face to face)

  • 3. 
    What is PEGA used for?
    • A. 

      To look at dispute forms.

    • B. 

      To review transaction history.

    • C. 

      Please Examine Group Access.

    • D. 

      To review and process cases.

  • 4. 
    IPS is the system that processes all card based transactions and chargebacks?
    • A. 

      True

    • B. 

      False

  • 5. 
    Please select all ways documents can be looked up in EDR?
    • A. 

      Card Number

    • B. 

      Case Number

    • C. 

      DDA Number

    • D. 

      All of the Above

  • 6. 
    Crystal Reports should only be pulled once a week?
    • A. 

      True

    • B. 

      False

  • 7. 
    Select all systems that you use in Passport.
    • A. 

      DCTR

    • B. 

      I STMT DDA

    • C. 

      PEGA

    • D. 

      IPS

    • E. 

      THST

    • F. 

      EDR

  • 8. 
     Match the field to the correct description.
    • A. Processing Menu-work the case
    • A.
    • B. Debit Card #
    • B.
    • C. REG E indicator
    • C.
    • D. Fraud Indicator
    • D.
    • E. Case scheduled to worked again date
    • E.
    • F. Case/Claim #
    • F.
    • G. 90th day-resolve by date
    • G.
    • H. Claim Type
    • H.
    • I. Amount of Error-Amount in Dispute
    • I.
    • J. Last day to chargeback oldest transaction
    • J.
    • K. Dispute form Receipt Date
    • K.
  • 9. 
    Match the menu item to the correct description.
    • A. 1.
    • A.
    • B. 2.
    • B.
    • C. 3.
    • C.
    • D. 4.
    • D.
    • E. 5.
    • E.
    • F. 6.
    • F.
    • G. 7.
    • G.
    • H. 8.
    • H.
    • I. 9.
    • I.
  • 10. 
    Read the scenario and provide which letter type should be sent: A REG E claim had provisional credit issued. A chargeback was completed and the merchant did not represent. The case can be closed, and the customer needs to be notified.
  • 11. 
    Read the scenario and determine the appropriate outcome for the claim: A customer is disputing $38.49 as a double billing. The card was present and is still open. The 2nd charge is for $37.49. The transactions are 30 seconds apart. The claim appears valid. What would you do?
    • A. 

      Issue provisional credit, chargeback as double billing.

    • B. 

      Issue final credit, write off as Threshold case.

    • C. 

      Deny claim as they are different amounts.

    • D. 

      Send a letter asking for cancellation information.

  • 12. 
    Please match the comment samples.
    • A. 05/03/13 cb for $40.00 rc 4837-TAE
    • A.
    • B. 05/03/13 chargeback submitted, pending merchant response which could take up to 45 days. (P3 05/23)TAE
    • B.
    • C. chargeback done
    • C.
  • 13. 
    Match the Hogan(Passport) screen to its correct function.
    • A. HDNR
    • A.
    • B. HDNE
    • B.
    • C. HDRF
    • C.
    • D. DD$0
    • D.
    • E. I STMT DDA
    • E.
  • 14. 
    Select all information that can be obtained using THST.
    • A. 

      Customer's transaction history.

    • B. 

      Search by transaction amounts.

    • C. 

      Search by transaction codes.

    • D. 

      Verify transaction type and card # used.

    • E. 

      All of the above.

  • 15. 
    Match the transaction code to the definition.
    • A. 6019
    • A.
    • B. 6023
    • B.
    • C. 6017
    • C.
    • D. 6021
    • D.
  • 16. 
    What information should be on a corrected dispute form that is being used for chargeback?
    • A. 

      Everything, leave it as it is.

    • B. 

      Name, Card#, all transactions, issuer certification, signature.

    • C. 

      Name, Card#, DDA#, signature.

    • D. 

      Nothing, it can be blank.

  • 17. 
    Match the PAN/POS entry mode to the correct description.
    • A. 81
    • A.
    • B. 90
    • B.
    • C. 01
    • C.
    • D. 80
    • D.
    • E. 06
    • E.
  • 18. 
    Unauthorized charges require the transactions to be SAFE reported. Match the correct SAFE reporting reason to the PAN/POS entry mode.
    • A. 90-card present
    • A.
    • B. 01-manual entry
    • B.
    • C. 81-e-commerce
    • C.
    • D. 90-card present-counterfeit
    • D.
  • 19. 
    You have 90 days to chargeback a transaction from its transaction date.
    • A. 

      True

    • B. 

      False

  • 20. 
    The merchant has 45 days to represent (refute) a chargeback.
    • A. 

      True

    • B. 

      False

  • 21. 
    According to REG E we have 3 days to issue provisional credit.
    • A. 

      True

    • B. 

      False

  • 22. 
    Match the case life to the case type.
    • A. REG E
    • A.
    • B. NON REG E
    • B.
    • C. Reassertion
    • C.
    • D. ATM Case
    • D.
  • 23. 
    Every claim requires the card to be closed with a 'U" status using PL20.
    • A. 

      True

    • B. 

      False

  • 24. 
    Credit needs to be reversed from the customer due to a merchant credit. No accounting option is available in PEGA. A DD$0 needs to be completed along with a GL WEB entry.
    • A. 

      True

    • B. 

      False

  • 25. 
    Debit Card OPS Rocks!
    • A. 

      True

    • B. 

      False