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Handling Disputed or Fraudulent Transactions
If you suspect a transaction in Concur is not valid, attempt to contact the vendor to obtain a credit for the transaction. If unsuccessful, you must either dispute the transaction or complete the fraud process. The transaction does need to be updated in Concur.
Handling Disputed Items
Disputed items (duplicate charges, damaged or incorrect shipments, sales tax charged in error, etc.)
The cardholder must dispute the transaction within 60 days of the post date. A transaction is disputed using one of two methods, depending on the cardholder's preference and the provider:
- On-line using PaymentNet (for Mastercard charges) or NetService (for Amex charges) which automatically submits the form to the Dispute Department.
- Amex customers also have the option to download a Disputed Item form, complete, and fax to Amex. A toll-free fax number is listed on the form.
A copy of the completed form or a screen shot from PaymentNet or NetService must be attached to the expense report in Concur.
Handling Fraudulent Transactions
Fraudulent transactions (unrecognized vendors, non-used card, etc.)
If you suspect that a transaction is fraudulent, immediately cancel the card by following the steps outlined for lost/stolen cards.
Notify the card provider and the PCard Administration that a fraudulent transaction has been charged to your account. The card provider will email or fax you a Fraud Affidavit Form, which the cardholder must complete and fax back using the number on the form.
Updating Transaction in Concur
The transaction should be updated in Concur by putting Disputed Item or Fraud in the description field. The dollar amount should be charged to the cardholder's default account number, and placed in Natural Account Code 796900. The card provider will credit the account for the purchase. Once the credit is received, list the description as a Credit for Disputed Item or Credit for Fraudulent Purchase. Place the credit in the same account number and Natural Account Code as the original charge to off-set the debit.
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