When a daily file with Dispute complaint forms (First Chargeback or
Chargeback) is received from FD, the CRM at the same day forwards the
respective reports to contact persons indicated in the Agreement. With
a receipt of the file, the international payments organizations
corresponding account and Williams & Coast Limited debits the
Customer's Current account within the same day with the respective
amount and commission charge indicated in the Agreement. The amounts
disputed in registration are shown in transit accounts until the
situation is clarified.
In cases when the Customer considers that the Transaction is disputed
without solid grounds, the Customer must inform CRM on Dispute
complaint forms they do not accept and are willing to dispute against,
as well as they must submit the necessary information for disputing
the Dispute complaint form.
Following receipt of information indicated in Item 6 the CRM verifies
within 5 (five) business days.
a.
Whether in line with the regulations of the international payment
organizations a term has not passed when the Transaction disputation
report may be disputed against.
b. Verifies whether in line with the regulations of
the International payment organizations the information sent by the
Customer is enough for disputing the Dispute complaint form.
In case the CRM is unable to make independent decision, or it is
possible to dispute against the Dispute complaint form, he/she should
turn to the AML and Risk department head for a consultation.
In case after the actions mentioned in Item 7 and in case of necessity
also after consultation mentioned under Item 8 a decision is made that
the Dispute complaint form can be contradicted, the CRM employee fills
in an application for contradiction of the Dispute complaint form
(Second Presentment or Rep-resentment) and sends it to FD. After the
application for Dispute complaint form contradiction (Second
Presentment or Re-presentment) is processed, the international
payments organizations credit the customer corresponding account with
the Transaction amount.
In case after the actions mentioned in Item 7 and in case of necessity
also after consultation mentioned under Item 8 a decision is made that
the Dispute complaint form cannot be contradicted, the CRM employee
informs the respective Customer on a necessity to accept the Dispute
complaint form.
If after a period of 45 (forty-five) calendar days following actions
indicated under Item 2.9 no report is received with additional
information (Arbitration Chargeback or Pre-Arbitration) from the
International Payments organizations, then the Dispute manager
transfers the amount of the disputed Transaction in the Customers
Current account.
If within a period of 45 (forty five) calendar days following actions
indicated under Item 2.9 no report is received with additional
information (Arbitration Chargeback or Pre-Arbitration) from the
International Payments organizations, the CRM informs the Customer on
the received reply and together with the Customer assesses the
situation and makes a decision for contravening the Dispute complaint
form, continuation or termination of the review process (hereinafter
in the text - Review process). In case of a necessity the CRM must
turn to the AML and Risk Department head for a consultation.
If after activities indicated under Item 12 a decision is made to
terminate the Review process, the CRM in line with the requirements of
the international payments organizations prepares a financial report
on chargeback of the disputed Transaction amount to the issuing bank
of the Payment card and sends it to FD for further processing. The
International payments organizations debit the corresponding account
with the Transaction amount.
In case after actions indicated under Item 12 a decision is made to
continue the Review process, the CRM employee prepares a reply
according to the requirements of the international payments
organizations and sends it to FD for further processing.
In case after actions indicated under Item 14 no information is
received within the term specified by the international payment’s
organizations on Arbitration Case or Arbitration, then the Dispute
manager transfers the disputed Transaction amount to the Customer's
Current account. In case after actions indicated under Item 14
further information is received within the term specified by the
International payment’s organizations on Arbitration Case or
Arbitration, the CRM employee informs the Customer on the received
reply and together with the Customer assesses the situation and makes
a decision on continuing or termination of the Review process. In
case of a necessity the CRM must turn to the AML and Risk Department
head for a consultation.
a. In case after actions indicated under Item 16 a
decision is made to continue the Review process, the CRM prepares a
reply according to the requirements of the international payments
organizations and sends it to FD for further processing. Further on
this case is reviewed by the international payment’s organizations
(special committees) and make a decision on the responsible party.
If after activities indicated under Item 16 a decision is made to
terminate the Review process, the CRM employee in line with the
requirements of the international payments organizations prepares a
financial report on chargeback of the disputed Transaction amount to
the issuing bank of the Payment card and sends it to processing center
for further processing. The International payments organizations debit
the corresponding account with the Transaction amount.
After actions indicated under Item 17:
a. In case the international payments organizations
make a decision that the responsible party is customer, then the CRM
employee informs the Customer on termination of the Review process;
prepares a financial report on chargeback of the disputed
Transaction amount to the issuing bank of the Payment card and sends
it to the Processing center for further processing; the
international payments organizations debit the corresponding account
with the Transaction amount.
b. In case the international payments organizations
make a decision that the responsible party is the issuing bank of
the Payment card, then the CRM informs the Customer on termination
of the Review process and transfers the disputed Transaction amount
to the Customer's Current account.
The CRM carries out a regular control of balances of transit accounts
"Assets for clarification" and "Liabilities for clarification" in the
registration system and receives e-mails from the Dispute manager on
transferred amounts. In case of necessity the CRM prepares an Order
for mutual closure of amounts that are transferred to transit accounts
(Assets in clarification, Liabilities in clarification) and submits it
for execution to the Dispute manager.
In case of necessity the CRM submits a transcript of balances of
transit accounts "Assets in clarification" and "Liabilities in
clarification" to the Back Office.
Chargebacks registration, control, and dispute process
The Payment card user can dispute the Transaction made on the
Internet. The Dispute complaint forms are received from the Payment
card issuer through international payments organizations and FD.
Processing of a Transaction dispute case is done in line with the
requirements of FD and International payments organizations.
To control number and volume of chargeback a CRM employee each month
prepares a complaint report on each Customer, by calculating
proportion of Dispute complaint forms of the total number or
operations each month for each e-shop of a Customer and each
Customer. The reports are prepared according to the regulations and
requirements of the international payment’s organizations.
Along with a quantitative analysis of the disputed Transactions, with
increase of the indicators, CRM carries out the qualitative analysis:
respective documentation is inspected which was the basis for the
dispute. CRM indicates a reason, explanation, essence of the problem
and inspects action of the respective Customer though placement of a
request or giving requirements for improvement of a webpage.
When a daily file with Dispute complaint forms (First Chargeback or
Chargeback) is received from FD, the CRM at the same day forwards the
respective reports to contact persons indicated in the Agreement.
With a receipt of the file, the international payments organizations
corresponding account and Williams & Coast Limited debits the
Customer's Current account within the same day with the respective
amount and commission charge indicated in the Agreement. The amounts
disputed in registration are shown in transit accounts until the
situation is clarified.
In cases when the Customer considers that the Transaction is disputed
without solid grounds, the Customer must inform CRM on Dispute
complaint forms they do not accept and are willing to dispute
against, as well as they must submit the necessary information for
disputing the Dispute complaint form.
Following receipt of information indicated in Item 6 the CRM
verifies within 5 (five) business days.
a. Whether in line with the regulations of the
international payment organizations a term has not passed when the
Transaction disputation report may be disputed against.
b. Verifies whether in line with the regulations of
the International payment organizations the information sent by the
Customer is enough for disputing the Dispute complaint form.
In case the CRM is unable to make independent decision, or it is
possible to dispute against the Dispute complaint form, he/she should
turn to the AML and Risk department head for a consultation.
In case after the actions mentioned in Item 7 and in case of
necessity also after consultation mentioned under Item 8 a decision
is made that the Dispute complaint form can be contradicted, the CRM
employee fills in an application for contradiction of the Dispute
complaint form (Second Presentment or Rep-resentment) and sends it to
FD. After the application for Dispute complaint form contradiction
(Second Presentment or Re-presentment) is processed, the
international payments organizations credit the customer
corresponding account with the Transaction amount.
In case after the actions mentioned in Item 7 and in case of
necessity also after consultation mentioned under Item 8 a decision
is made that the Dispute complaint form cannot be contradicted, the
CRM employee informs the respective Customer on a necessity to accept
the Dispute complaint form.
If after a period of 45 (forty-five) calendar days following actions
indicated under Item 2.9 no report is received with additional
information (Arbitration Chargeback or Pre-Arbitration) from the
International Payments organizations, then the Dispute manager
transfers the amount of the disputed Transaction in the Customers
Current account.
If within a period of 45 (forty five) calendar days following actions
indicated under Item 2.9 no report is received with additional
information (Arbitration Chargeback or Pre-Arbitration) from the
International Payments organizations, the CRM informs the Customer on
the received reply and together with the Customer assesses the
situation and makes a decision for contravening the Dispute complaint
form, continuation or termination of the review process (hereinafter
in the text - Review process). In case of a necessity the CRM must
turn to the AML and Risk Department head for a consultation.
If after activities indicated under Item 12 a decision is made to
terminate the Review process, the CRM in line with the requirements
of the international payments organizations prepares a financial
report on chargeback of the disputed Transaction amount to the
issuing bank of the Payment card and sends it to FD for further
processing. The International payments organizations debit the
corresponding account with the Transaction amount.
In case after actions indicated under Item 12 a decision is made to
continue the Review process, the CRM employee prepares a reply
according to the requirements of the international payments
organizations and sends it to FD for further processing.
In case after actions indicated under Item 14 no information is
received within the term specified by the international payment’s
organizations on Arbitration Case or Arbitration, then the Dispute
manager transfers the disputed Transaction amount to the Customer's
Current account. In case after actions indicated under Item 14
further information is received within the term specified by the
International payment’s organizations on Arbitration Case or
Arbitration, the CRM employee informs the Customer on the received
reply and together with the Customer assesses the situation and
makes a decision on continuing or termination of the Review process.
In case of a necessity the CRM must turn to the AML and Risk
Department head for a consultation.
a. In case after actions indicated under Item 16 a
decision is made to continue the Review process, the CRM prepares a
reply according to the requirements of the international payments
organizations and sends it to FD for further processing. Further on
this case is reviewed by the international payment’s organizations
(special committees) and make a decision on the responsible party.
If after activities indicated under Item 16 a decision is made to
terminate the Review process, the CRM employee in line with the
requirements of the international payments organizations prepares a
financial report on chargeback of the disputed Transaction amount to
the issuing bank of the Payment card and sends it to processing
center for further processing. The International payments
organizations debit the corresponding account with the Transaction
amount.
After actions indicated under Item 17:
a. In case the international payments organizations
make a decision that the responsible party is customer, then the
CRM employee informs the Customer on termination of the Review
process; prepares a financial report on chargeback of the disputed
Transaction amount to the issuing bank of the Payment card and
sends it to the Processing center for further processing; the
international payments organizations debit the corresponding
account with the Transaction amount.
b. In case the international payments organizations
make a decision that the responsible party is the issuing bank of
the Payment card, then the CRM informs the Customer on termination
of the Review process and transfers the disputed Transaction amount
to the Customer's Current account.
The CRM carries out a regular control of balances of transit accounts
"Assets for clarification" and "Liabilities for clarification" in the
registration system and receives e-mails from the Dispute manager on
transferred amounts. In case of necessity the CRM prepares an Order
for mutual closure of amounts that are transferred to transit
accounts (Assets in clarification, Liabilities in clarification) and
submits it for execution to the Dispute manager.
In case of necessity the CRM submits a transcript of balances of
transit accounts "Assets in clarification" and "Liabilities in
clarification" to the Back Office.
