Dispute Process

Cardholder does not recognize a transaction.

The cardholder should first contact the merchant to attempt resolution and identification of the transaction in question.

• If the merchant provides helpful information and the cardholder accepts the transaction as legitimate, reconciliation and appropriate ChartField designation can be completed.
• If the merchant acknowledges an error and agrees to credit the account, indicate in the justification (Comments Field) that the transaction is being disputed and assign a ChartField that will be credited in the future. The cardholder department must ensure a credit is issued and applied to the same ChartField as the original charge.

If there is little or no information available to contact the merchant, the cardholder should complete the Dispute/Resolution Form, sign it, and fax to the Program Administrator at 612-626-0876.

• The Program Administrator will acknowledge receipt of the dispute via email within 24 hours and also forward documentation to provider bank.
• Indicate in the justification (Comments Field) that the transaction is being disputed with the bank and assign a ChartField that will be credited in the future. The cardholder department must ensure a credit is issued and applied to the same ChartField as the original charge.
• If the bank provides identification details and the cardholder accepts the transaction as a legitimate purchase, the charge must be transferred to the appropriate ChartField by processing a Journal entry.

Important Note: There is a 60 day limitation from the transaction date to dispute a charge with the provider bank.