Expedia Virtual Card Disputes and Chargeback Quick Guide - Updated (no rich text)
Expedia Virtual Card Disputes and Chargeback Quick Guide
Note: You shouldbe signedintoandhave the below listof toolsopenonyourdesktop.
Two SalesForce windows
ExpediaPartnerCentral (if cancel policyneededfordispute)
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
APRecon: Copythe BookingItemID.
BIS: Searchby BookingItemID.
EVC AdminTool: Searchby BookingItemID withinCardManagement.
ExpediaPartnerCentral: Enter the BookingItemIDin the “ExpediaReservationID”fieldandclick
“Search.”(cancel policyonlyusedif bookingchargedoutsidepenalty or
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
Notepad/OneNote/Word: CopyinformationfromBIS,EVCAdminTool and Voyager(if needed
beyondBISfor waivernotes). Paste the informationintothe below
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
After7 days,the re-openmacrowill openanybookingsthathave not receivedcredit. Whenyousee a
re-opened case inyourqueue,take the followingsteps:
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:
OneNote / Notepad / Word (wherever you’re buildingyour simpleSalesforce
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
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)”