EVC Disputes - CB Process (updated)

1st EditionMay 2016

AMEX EVC Dispute and chargeback process manual

Expedia Inc.

EVC Disputes Process Screen Set Up

Before we begin, you will need the following programs open:

Merchant Point (aka AP Recon)o BIS (Booking Item Selection) Screen opened from AP Recon

Salesforce Notepad / OneNote / Word Document with Pre-Made Case Notes Voyager Navigator Expedia Partner Central (aka Booking Research Tool)

The key entering this process is to develop your own flow. Common practice is to enter your key numbers in all the places they are needed before moving on to your next key number (booking ID, vendor ID, etc).

Left Screen Example:

On this screen, you have your dispute tracker top left and dispute macro bottom left.Use your browser of choice and open the following tabs:

Salesforce > EPC Research Tool > Voyager > HIMS > One Note Templates (if you use them)2nd separate window behind the 1st one so you can click it containing just EVC Admin Tool

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Right Screen Example:-Booking Information Screen (BIS from AP Recon) top of screen-Notes with templates from whatever program you use (Notepad shown here) on the rightInternet Explorer browser containing:-AP Recon (also known as Merchant Point) > Salesforce > Navigator > in the middle-Calculator and Skype for Business along the bottom

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The EVC Disputes ProcessThe EVC Disputes Process is open to your interpretation as far as the exact steps you choose to take, and the order you choose to take them. The steps below are widely adopted by many agents due to the efficiency and flow from start to finish.

1. In Merchant Point (AP Recon), hit the “Get Disputes” button

(on the very right are bubbles labeled “Domestic”, “International” and “All” under EVC Type. Select the option before hitting Get Disputes that corresponds to what type of disputes your team works)

2. Copy the Vendor ID from the same screen.

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3. Paste the Vendor ID into your Dispute Tracker

4. With Vendor ID still copied, paste it into the “Search By ID” field in the left side panel in SalesForce.

5. Select “Expedia Vendor ID” from the dropdown options and hit the Search Button.

(this will take you to the hotel profile page in Salesforce, but leave this page alone for now, as we will revisit that page later in the process. This is purely for preparation)

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6. Copy Booking ID from Merchant Point (AP Recon)

(just like with the Vendor ID, try to keep the BID copied the whole time, pasting it into the next steps seamlessly without having to re-copy the number)

7. Paste the Booking ID into the Booking Item Selection Screen found upon first logging into AP Recon

(when first logging into AP Recon, BIS is a link you can click from the home page. Otherwise, BIS link can be found from the “Reconciliation” dropdown on the top menu bar, Booking Item Selection is second from the bottom. When you click that link, a pop up window appears. Choose “Lodging (EVC)” drop down) to get to the pink screen above)

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8. Highlight and copy the information in BIS from “Arrive” to “Booked Amount” and past into the

Booking Details: 3/7/2016 3/13/2016 639890558 Cervantes,Blanca 462.74 CAD Card Number: 5550530XXXX44218Charged Amount(s): 03/07/2016 03/08/2016 462.74 CADWaived By: KimCustomer Case ID: E-13298925Case Notes: Customer Error. Hotel authorized the waiver/refund as a courtesy to the guest.Credit Amount Needed: 462.74 CAD

8a. Click the “Card Management” link in EVC Admin Tool

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8b.

9. Copy the Card Number from this screen for your Template (#1), then click “Show Transaction History” button to pull up transaction history (#2).

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10. Copy “Transaction Date” to “Local Currency” and paste that information into the “Charged Amount” line in the Dispute Template


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11. Copy Booking ID again and paste into the “Expedia Reservation ID” section found in Expedia Partner Central.(this section pulls up the cancel policy needed for possible bookings charged outside the penalty window or similar situations)

12. Paste Booking ID into the top search bar in Salesforce to check for past Salesforce cases that may affect whether you need to continue with the dispute or not. (most don’t have a previous case)

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Dispute Reason ResearchThe final major step in the process is researching the reason for the dispute. The typical reasons for a dispute can be broken down into general overcharge, hotel waiver (hotel agreed not to charge for a specific reason), or an ICAR booking (Item Cancelled After Reconciliation, booking cancelled too late for breakage notes to attach in BIS).

13a. Pull up breakage note from BIS and fill in “Waived By”, “Customer Case ID” (if one exists), “Case Notes” section, and the final “Credit Amount Needed”.

The booking highlighted throughout this guide was an ICAR booking. See steps on the following page regarding how to look up the information need for an ICAR Booking.

13b. If you have an ICAR booking, select the “ICAR Tool” tab in the Dispute Macro and enter the Booking ID, then click the big “Lookup EVC” grey button

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Searching in the ICAR tool leads you to the dispute waiver information normally found in the waiver note.

Final Dispute Template should look like this after research information has been entered.

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Research information (highlighted), is the last piece needing to be filled in

Booking Details: 3/7/2016 3/13/2016 639890558 Cervantes,Blanca 462.74 CAD Card Ending: 55505300XXXX4218Charged Amount(s): 03/07/2016 03/08/2016 462.74 CADWaived By: KimCustomer Case ID: E-13298925Case Notes: Customer Error. Hotel authorized the waiver/refund as a courtesy to the guest.Credit Amount Needed: 462.74 CAD

Final Step - Filling in the Macro and Creating Your Case14. Copy Dispute Template and paste it into the middle blank box

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15. Enter dispute amount(s) into the “Dispute Amount Calculator” in cell F1.(some Vendors will have multiple bookings with multiple disputes. You will put each dispute amount into the right sidebar and the “No. of Bookings” and “Dispute Amount” in cells A1 and A2 will auto-update)

16. Enter dispute postdate into A3 (postdate will always be the 2nd date in the “Charged Amount” section of the template, in this case 03/08/2016)

17. Enter “Additional To:” email address in cell A7. (the process of selecting additional email found on next page)

18. Manually enter Dispute Amount with Currency Code added into A8.

19. For “Subject Line Cap” section

-leave BLANK if you are working with a WEX booking

-type in AMEX if you have an American Express booking

Before clicking “Create SF Case” button and running the Macro, let’s go over how to find the “Additional To:” email address in Salesforce for the Macro, and more importantly, how to find the main hotel contact we will send our Salesforce case.

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Finding the Best Vendor Email for our Salesforce CaseAt the very beginning, we searched the Vendor ID in Salesforce to pull the Hotel’s Account Profile Page, then left it for later. Now that your template is filled in and we are ready to send an email with the Macro, we can revisit this page and find an agent from the hotel to contact.

Clicking search will lead from this page…

To this hotel account profile page…

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20a.

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20b.

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20c.

Click the agent name, which is hyperlinked, you want as your main contact. In this case, we chose the EVC contact Michael Cheng. Click “New Case” from the agent’s page.

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20d.

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Final Salesforce information section after the Macro has run should look like the following:

21. Last step is to copy the new Salesforce Case number and go back to AP Recon22. Click the check mark under “select all” (1), then click “Edit” (#2) to pull up the Bulk Edit Screen22. Type “sf” plus the new Salesforce number into the notes section. Select “Vendor from the “Status” drop down and click the red “Update Dispute” button

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Vendor Correspondence

If a vendor replies to your email, your SalesForce Case will re-open as “Closed-Reply.” Please respond and either set a new credit received deadline, inform the vendor we are proceeding with the chargeback process, or in rare cases (net rate reveal) accept the dispute and close the case. If the vendor is refusing to issue credit, send the dispute onto the bank. Do NOT close the case and start the re-open macro process over again.

After 7 days, the re-open macro will open any bookings that have not received credit. When you see a re-opened case in your queue, send the dispute on to the bank (this process is detailed in the next section).

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AMEX Chargeback Process

The process of sending a chargeback to AMEX is a continuation of the dispute process. Up to this point, a dispute has been created for a booking, correspondence was sent to the property, and a decision has been made after the property’s response that Expedia has chargeback rights on the dispute and it must be sent to AMEX’s Chargeback team.

If you do not already have the systems up required to process a dispute, you will need the following systems to process a Chargeback:

Merchant Point (aka AP Recon)o BIS (Booking Item Selection) Screen opened from AP Recon

Salesforce Sharepoint Notepad / OneNote / Word Document with Pre-Made Case Notes EVC Admin

Left Screen Example:

Merchant Point > Salesforce > Sharepoint > One Note Templates (if you use them)BIS

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Right Screen Example:

EVC Admin > Salesforce

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1. Get the Vendor ID from Salesforce

2. Put the Vendor ID into AP Recon and change the “assigned to” field in AP Recon to the person’s name listed under the created column in Salesforce. (in this case, the agent was Cindy Norman).

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3. Grab the booking ID from the same AP Recon screen you just entered your VID and Assigned To into.

4. Copy Booking ID and paste into following places:

BIS

OneNote Personal Tab where you are building your case

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EVC Admin Tool

5. Last place to put the BID is in your 2nd Salesforce tab to search for any other cases beyond the agent’s case which has been transferred to chargebacks.

Now you’re completely prepped and ready to start entering data into Sharepoint.

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Building Your Case

A. Fill out SharePoint Template

1. BID found in AP Recon2. Virtual card number. Found in EVC Admin main screen before you click “View Transaction”3. EVC Admin4. This is the amount they actually charged.5. The amount we’re requesting.6. EVC Admin7. BIS8. EVC Admin9. One of 5 drop down options.

10. Minimal notes further explaining situation if needed. (this was an overcharge with 3 transactions)

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C) Close Salesforce Case with field below selected and enter note in closing screen.

“Processed Chargeback(s) with issuer as follows:XXXXXXXXX (booking number)100.00 USD (chargeback amount)”

Click “Save” to close the Salesforce case.

AMEX EVC Dispute and Chargeback Process Manual1st Edition, May 2016By: Kevin Ehlers

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Documents

EVC Disputes - CB Process (updated)