Expedia Virtual Card Disputes and Chargeback Quick GuideNote: You should be signed into and have the below list of tools open on your desktop.

APReconBISDaily production trackerTwo SalesForce windowsEVC Admin ToolExpedia Partner Central (if cancel policy needed for dispute)VoyagerNotepad/OneNote/WordSF Case Builder Macro

EVC Disputes and Chargeback Process:

APRecon: Click the “get disputes” button and copy the vendor ID.

Daily Production Tracker: Enter the vendor ID and number of disputes.

SalesForce (1): In “Search by ID” section (left side bar), Enter Vendor IDSelect “Expedia Vendor ID” from dropdown and hit search.

APRecon: Copy the Booking Item ID.

BIS: Search by Booking Item ID.

EVC Admin Tool: Search by Booking Item ID within Card Management. Click “show transaction history.”

Expedia Partner Central: Enter the Booking Item ID in the “Expedia Reservation ID” field and click “Search.” (cancel policy only used if booking charged outside penalty or similar situations)

SalesForce (2): Search by Booking Item ID to check for past SalesForce cases.

BIS: Copy the information in the first 5 fields. (Arrival date – Booked Amt)Waiver note research also done in BIS

Voyager: Additional waiver note research should the initial note in BIS not be enough.

Notepad/OneNote/Word: Copy information from BIS, EVC Admin Tool and Voyager (if needed beyond BIS for waiver notes). Paste the information into the below template.

Booking Details: 3/7/2016 3/13/2016 63989558 Cervantes,Blanca 462.74 CAD Card Number: 55505300XXX4218Charged Amount(s) with transaction and post dates: 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

SalesForce (1): Hover over “Contacts.” Click “Go to list.” Look for an EVC contact. If no EVC contact, then check the “Title” column for someone in accounting, finance, or management.

SF Case Builder Macro: CC a second contact in the Macro’s “additional to” field. If only one option, place hotel’s generic email in CC area.

SalesForce (1): Click the contact name of the best contact. Scroll down contact page and click “New Case.”

SF Case Builder Macro: Fill out F1, A3, A7, A8, and enter “AMEX” into A9. Copy your Booking details from Notepad/OneNote/Word and paste the information into the middle box of the macro. Click “Create SF Case.”(F1 auto-fills A2, and make sure to include the currency code in A8.)

SalesForce (1): Select “Initial Dispute Email” from the EVC Disputes (AMEX) folder. Click “Send.” Copy the case number once a new case is generated.

APRecon: Paste the “Case” number in the “Notes” field as “sf xxxxxxx” and change the “Action/Status” to “Vendor” and click “Update Disputes.”

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, take the following steps:

SENDING TO AMEXSalesForce: Copy Vendor ID from your AMEX queue in Salesforce

APRecon: Paste the Vendor ID in APRecon and change the “Assigned To” field to the name listed under the created column in Salesforce

APRecon: Copy Booking ID and paste into following places:BISOneNote / Notepad / Word (wherever you’re building your simple Salesforce notes)EVC Admin Tool2nd Salesforce Tab (to check for past cases)

Sharepoint: Fill out Sharepoint as follows

1. BID found in AP Recon. 2. 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, no note needed on an overcharge)

Salesforce: Close Salesforce case and enter note in close screen:“Processed Chargeback(s) with issuer as follows:XXXXXXXXX (booking number)100.00 USD (chargeback amount)”

SAMPLE EMAIL TO HOTEL