Reso 2021-3185 - Laserfiche WebLink

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• Provisions for reporting/disposition on resolution of dispute to cardholders, approving officials, Program Administrators, and billing office • Provisions for system identified disputed related credit or payment on resolved dispute. • Any limitations on the timeline of disputed transactions. • Any details on what components of the transaction can be disputed The WEX transaction dispute process is outlined below: 1. A customer must notify WEX in writing of a disputed transaction within sixty (60) days of the billing date of said transaction. WEX requests that the customer to provide as many details regarding the transaction and the reason for dispute as possible, including, but not limited to the following: card number, driver identification number used, transaction date and time, transaction dollar amount, and reason for dispute. Additional information may be requested as necessary to facilitate the investigation. When a Purchasing Entity disputes a charge, the disputed amount is temporarily or permanently credited in the current billing cycle and is removed from the amount due on the next available invoice. As such, the amount due shown on every invoice will be less the disputed amounts that occurred since the last invoice was created. Purchasing Entities shall pay the exact amount set forth on each invoice to avoid a credit being taken twice once the dispute is resolved and the final credit is applied. 2. The Participating Entity's written dispute is then forwarded to the applicable department for follow up and investigation. If the dispute involves an allegation of abuse or fraud, it will be handled by the Contractor's Fraud Department and the dispute process may vary from the standards as outlined below depending on the nature and validity of the claim. 3. If the disputed transaction occurred inside the fueling location and required a signature from the cardholder, the Contractor may request a copy of the sales draft from the merchant. As a result of the ticket request, the Participating Entity will receive a temporary credit memo on their invoice noting that a transaction is in dispute. 4. Once the applicable merchant provides a copy of the sales draft, it will be reviewed for compliance with the fleet program. If the Contractor determines that the sale is valid in accordance with the program, the disputed charge balance will be carried forward for payment and will be subject to applicable late fees. Payment is expected during the next billing cycle. Copies of the sale draft are then forwarded to the Purchasing Entity for review. 5. In the rare event that the transaction in question is determined to be a duplicate transaction, it is not necessary for the Contractor to request a copy of the ticket from the merchant. After receiving the Purchasing Entity's dispute in writing and confirming that the transaction is a duplicate, the Contractor will permanently credit the account within five (5) business days. 6. If the disputed transaction occurred at an automated facility, a copy of the sales draft would not be available as no signature is required and swipe of the card into the card reader establishes that the card was present at the time of sale. Pursuant to the terms of our Agreement, "...use of a Card and DIN and entry of the applicable sales data into the card system will evidence (your) Agreement to pay for such purchases." 7. In the rare occasion that a technical error occurred at an automated facility, the Contractor will perform an investigation into the dispute sale. MASTER AGREEMENT No. 00819 — FLEET CARD SERVICES PAGE 136 OF 138