Merchant Disputes

2. Part of , this is the last possible date that a charge can be rebilled after a customer has provided written correspondence (if the written correspondence was received within 2 billing cycles of a disputed charge)
6. The panel that implements changes to How-To
8. The process by which Capital One attempts to recoup cardholders' funds
9. The Excel spreadsheet used to track submissions and completions
10. The department responsible for assisting Capital One customers with merchant billing errors and disputes
12. Leadership group that approves potential How-To changes
15. The report that is filed when a customer claims that fraud has been committed using their Capital One card
16. The weekly bulletin used to communicate recent CPI completions and best practices
17. The system through which MasterCard chargebacks and representments are processed

1. With , one of the card issuers that Capital One carries
3. Issued by the Board of Governors of the Federal Reserve System, this ensures customers' disputes are resolved within the given time frames
4. With , one of the card issuers the Capital One carries
5. A draft version of an update to How-To which is reviewed by management for approval
7. When a merchant refunds money back to a Capital One cardholder's credit card
11. The way a merchant responds to Capital One's chargeback of a transaction
12. The group of agents that handle special escalated disputes cases (such as Time Shares)
13. The web-based system used to work Visa fraud and dispute cases
14. In-house help system containing disputes terms, task guides and regulations
18. The members of leadership for our external agents