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Expedia Virtual Card Disputes and Chargeback Quick Guide
Note: You shouldbe signedintoandhave the below listof toolsopenon...
Booking Details:
3/7/2016 3/13/2016 63989558 Cervantes,Blanca 462.74 CAD
Card Number: 55505300XXX4218
Charged Amount(s) wi...
SENDING TO AMEX
SalesForce: Copy Vendor ID from your AMEX queue in Salesforce
APRecon: Paste the Vendor ID in APRecon and ...
SAMPLE EMAIL TO HOTEL
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Expedia Virtual Card Disputes and Chargeback Quick Guide - Updated (no rich text)

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Expedia Virtual Card Disputes and Chargeback Quick Guide - Updated (no rich text)

  1. 1. Expedia Virtual Card Disputes and Chargeback Quick Guide Note: You shouldbe signedintoandhave the below listof toolsopenonyourdesktop. APRecon BIS Dailyproductiontracker Two SalesForce windows EVC AdminTool ExpediaPartnerCentral (if cancel policyneededfordispute) Voyager Notepad/OneNote/Word SF Case BuilderMacro EVC Disputesand Chargeback Process: APRecon: Clickthe “get disputes”buttonandcopythe vendorID. DailyProductionTracker: Enter the vendorIDand numberof disputes. SalesForce (1): In “Searchby ID” section(leftside bar),EnterVendorID Select“ExpediaVendorID”fromdropdownandhitsearch. APRecon: Copythe BookingItemID. BIS: Searchby BookingItemID. EVC AdminTool: Searchby BookingItemID withinCardManagement. Click“show transactionhistory.” ExpediaPartnerCentral: Enter the BookingItemIDin the “ExpediaReservationID”fieldandclick “Search.”(cancel policyonlyusedif bookingchargedoutsidepenalty or similarsituations) SalesForce (2): Searchby BookingItemID tocheck for pastSalesForce cases. BIS: Copythe informationinthe first5 fields. (Arrival date –BookedAmt) Waivernote researchalsodone inBIS Voyager: Additional waivernote researchshouldthe initial note inBISnotbe enough. Notepad/OneNote/Word: CopyinformationfromBIS,EVCAdminTool and Voyager(if needed beyondBISfor waivernotes). Paste the informationintothe below template.
  2. 2. Booking Details: 3/7/2016 3/13/2016 63989558 Cervantes,Blanca 462.74 CAD Card Number: 55505300XXX4218 Charged Amount(s) with transaction and post dates: 03/07/2016 03/08/2016 462.74 CAD Waived By: Kim Customer Case ID: E-13298925 Case 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 BuilderMacro: CC a secondcontact inthe Macro’s “additional to”field. If onlyone option,place hotel’sgenericemail inCCarea. SalesForce (1): Click the contact name of the best contact. Scroll down contact page and click “New Case.” SF Case BuilderMacro: Fill outF1, A3, A7, A8, andenter“AMEX” intoA9. Copyyour Booking detailsfromNotepad/OneNote/Wordandpaste the informationinto the middle box of the macro. Click“Create SFCase.” (F1 auto-fillsA2,andmake sure to include the currencycode inA8.) SalesForce (1): Select“Initial DisputeEmail”fromthe EVCDisputes(AMEX) folder. Click “Send.” Copythe case numberonce a new case isgenerated. APRecon: Paste the “Case” numberinthe “Notes”field as“sf xxxxxxx” and change the “Action/Status”to “Vendor”andclick “Update Disputes.” If a vendorrepliestoyouremail,your SalesForce Case will re-openas“Closed-Reply.” Pleaserespond and eithersetanewcreditreceiveddeadline,informthe vendorwe are proceedingwiththe chargeback process,or inrare cases(netrate reveal) acceptthe dispute andclose the case. If the vendorisrefusing to issue credit,sendthe dispute ontothe bank. DoNOTclose the case and start the re-openmacro processoveragain. After7 days,the re-openmacrowill openanybookingsthathave not receivedcredit. Whenyousee a re-opened case inyourqueue,take the followingsteps:
  3. 3. SENDING TO AMEX SalesForce: 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 followingplaces: BIS OneNote / Notepad / Word (wherever you’re buildingyour simpleSalesforce notes) EVC Admin Tool 2nd Salesforce Tab (to check for past cases) Sharepoint: Fill outSharepointas follows 1. BID found in AP Recon. 2. Virtual card number. Found in EVC Admin main screen before you click “View Transaction” 3. EVC Admin 4. This is the amount they actually charged. 5. The amount we’re requesting. 6. EVC Admin 7. BIS 8. EVC Admin 9. One of 5 drop down options. 10. Minimal notes further explainingsituation if needed. (this was an overcharge with 3 transactions ,no note needed on an overcharge) Salesforce: CloseSalesforcecaseand enter note in closescreen: “Processed Chargeback(s) with issuer as follows: XXXXXXXXX (booking number) 100.00 USD (chargeback amount)”
  4. 4. SAMPLE EMAIL TO HOTEL

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