Disputed Credit Card Charges
Content
Tiltproof Incorporated Document No. Effective Date Revision Date Approval
Disputed Credit Card Charges
12/20/2007 GN – SM
1.0 Purpose:
This document establishes how to handle player disputes regarding charges applied to credit card deposits.
2.0 Persons Affected:
1) Fraud Agents 2) Cash Team Leads 3) Fraud Team Leads
3.0 Forms, Checklists, Flowchart:
1) Printable version: \\tpfs1nw\workflow$\HANDBOOK-CASHIER TL AND ABOVE\Print Versions\Cashier TL and Above Handbook\Disputed Credit Card Charges.doc
4.0 Policy:
1) Credit card disputes usually occur in the following situations: When two charges were applied and appear on a player’s credit card statement for a single credit card deposit to Full Tilt Poker. One charge is the actual charge for the amount deposited, and the second is a temporary authorization charge applied by the financial institution. To the player it appears they were incorrectly charged twice for one deposit. When a player was charged for a credit card deposit that was unsuccessful in WAT. 2) Banks and credit card companies hold authorized funds for up to 30 days. Full Tilt Poker has no control over the release of these funds. 3) If a player contacts us more than once regarding the same credit card charge, the claim is escalated to the following individuals: Bronagh Birney <[email protected]> Trevor Hili <[email protected]>
Tiltproof Incorporated
5.0 Procedure:
Handling a Players First Claim of an Unauthorized Credit Card Charge 1) Ask a Fraud Team Lead or Cash Team Lead to search for the associated transaction on the merchant site of the appropriate processor as per the associated payment processor document listed in 5.10 in the Cashier Team Lead and Above Handbook. 2) If the team lead informs that the processor site shows we received the same amount of funds that the player was credited in WAT for the transaction: a) Send the player frd.auth.charge. b) Notate the account with “DEP: TransferIx ***TransferIx #*** was checked on the processor site by ***Team Lead who checked the site*** and confirmed the player was not charged incorrectly for this deposit.” DEP: TransferIx 00812A6E was checked on the processor site by BJorgensen and confirmed the player was not charged incorrectly for this deposit.
3) If the processor site shows we received more funds than the player was credited in WAT for the transaction: a) Request a deposit for the additional amount we received as per 5.17 Requesting a Seizure/Deposit. b) Send the player frd.auth.credit. c) Notate the account with “DEP: TransferIx # ***TransferIx #*** was incorrectly charged to the player and we owe them $***$DEPOSIT AMT***. Dep request sent.” DEP: TransferIx #00B5ADF9 was incorrectly charged to the player and we owe them $150.00. Dep request sent.
B) Handling a Players Second Claim of an Unauthorized Credit Card Charge (Previously Reported) Send the player frd.auth.invest. 2) From your Tiltproof email address, compose an email to <[email protected]> and <[email protected]>. a) Subject: (Player ID) - Claim of Unauthorized CC Charge. PokerChamp123 - Claim of Unauthorized CC Charge. b) Content: PlayerID. Date of the transaction. Transaction amount. Transfer Ix (if provided by the player). Request confirmation we did not receive additional funds for the deposit by the player.
Tiltproof Incorporated 3) If <[email protected]> or <[email protected]> confirm we received the correct amount of funds for the transaction: a) Create a new email in Kana as per 2.9.1 Starting an Outgoing Kana Email. b) Send the player frd.auth.charge2. 4) If <[email protected]> or <[email protected]> inform that we did receive more funds than the player was credited in WAT: a) Request a deposit for the amount charged as per 5.17 Requesting a Seizure or Deposit. b) Notate the account with “DEP: TransferIx # ***TransferIx #*** was incorrectly charged to the player and we owe them $***$DEPOSIT AMT***. Dep request sent.” DEP: TransferIx #00B5ADF9 was incorrectly charged to the player and we owe them $150.00. Dep request sent.
c) When the deposit is confirmed as per 5.17 Requesting a Seizure or Deposit, create a new email in Kana as per 2.9.1 Starting an Outgoing Kana Email. d) Send the player frd.auth.charge2.
6.0 Definitions:
7.0 Revision History:
Disputed Credit Card Charges
12/20/2007 GN – SM
1.0 Purpose:
This document establishes how to handle player disputes regarding charges applied to credit card deposits.
2.0 Persons Affected:
1) Fraud Agents 2) Cash Team Leads 3) Fraud Team Leads
3.0 Forms, Checklists, Flowchart:
1) Printable version: \\tpfs1nw\workflow$\HANDBOOK-CASHIER TL AND ABOVE\Print Versions\Cashier TL and Above Handbook\Disputed Credit Card Charges.doc
4.0 Policy:
1) Credit card disputes usually occur in the following situations: When two charges were applied and appear on a player’s credit card statement for a single credit card deposit to Full Tilt Poker. One charge is the actual charge for the amount deposited, and the second is a temporary authorization charge applied by the financial institution. To the player it appears they were incorrectly charged twice for one deposit. When a player was charged for a credit card deposit that was unsuccessful in WAT. 2) Banks and credit card companies hold authorized funds for up to 30 days. Full Tilt Poker has no control over the release of these funds. 3) If a player contacts us more than once regarding the same credit card charge, the claim is escalated to the following individuals: Bronagh Birney <[email protected]> Trevor Hili <[email protected]>
Tiltproof Incorporated
5.0 Procedure:
Handling a Players First Claim of an Unauthorized Credit Card Charge 1) Ask a Fraud Team Lead or Cash Team Lead to search for the associated transaction on the merchant site of the appropriate processor as per the associated payment processor document listed in 5.10 in the Cashier Team Lead and Above Handbook. 2) If the team lead informs that the processor site shows we received the same amount of funds that the player was credited in WAT for the transaction: a) Send the player frd.auth.charge. b) Notate the account with “DEP: TransferIx ***TransferIx #*** was checked on the processor site by ***Team Lead who checked the site*** and confirmed the player was not charged incorrectly for this deposit.” DEP: TransferIx 00812A6E was checked on the processor site by BJorgensen and confirmed the player was not charged incorrectly for this deposit.
3) If the processor site shows we received more funds than the player was credited in WAT for the transaction: a) Request a deposit for the additional amount we received as per 5.17 Requesting a Seizure/Deposit. b) Send the player frd.auth.credit. c) Notate the account with “DEP: TransferIx # ***TransferIx #*** was incorrectly charged to the player and we owe them $***$DEPOSIT AMT***. Dep request sent.” DEP: TransferIx #00B5ADF9 was incorrectly charged to the player and we owe them $150.00. Dep request sent.
B) Handling a Players Second Claim of an Unauthorized Credit Card Charge (Previously Reported) Send the player frd.auth.invest. 2) From your Tiltproof email address, compose an email to <[email protected]> and <[email protected]>. a) Subject: (Player ID) - Claim of Unauthorized CC Charge. PokerChamp123 - Claim of Unauthorized CC Charge. b) Content: PlayerID. Date of the transaction. Transaction amount. Transfer Ix (if provided by the player). Request confirmation we did not receive additional funds for the deposit by the player.
Tiltproof Incorporated 3) If <[email protected]> or <[email protected]> confirm we received the correct amount of funds for the transaction: a) Create a new email in Kana as per 2.9.1 Starting an Outgoing Kana Email. b) Send the player frd.auth.charge2. 4) If <[email protected]> or <[email protected]> inform that we did receive more funds than the player was credited in WAT: a) Request a deposit for the amount charged as per 5.17 Requesting a Seizure or Deposit. b) Notate the account with “DEP: TransferIx # ***TransferIx #*** was incorrectly charged to the player and we owe them $***$DEPOSIT AMT***. Dep request sent.” DEP: TransferIx #00B5ADF9 was incorrectly charged to the player and we owe them $150.00. Dep request sent.
c) When the deposit is confirmed as per 5.17 Requesting a Seizure or Deposit, create a new email in Kana as per 2.9.1 Starting an Outgoing Kana Email. d) Send the player frd.auth.charge2.
6.0 Definitions:
7.0 Revision History:
