Maricopa Community Colleges  CSI193   20014-20086 
Official Course Description: MCCCD Approval: 07/22/08
CSI193 20014-20086 LEC 3 Credit(s) 3 Period(s)
Chargeback Service Processing
Procedures for processing bankcard industry customer chargebacks. Covers bankcard industry software system usage, adjustments, retrieval requests, and account information location procedures. Also covers form letter library access and disputed item processing procedures.
Prerequisites: None.
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MCCCD Official Course Competencies:
 
CSI193   20014-20086 Chargeback Service Processing
1. Summarize general bankcard industry procedures, products, services, and organizational structures. (I)
2. Operate basic computer hardware and software necessary to provide bankcard industry customer chargeback services. (II)
3. Explain procedures for using bankcard industry software. (III)
4. Identify procedures for and the effects of placing a billed item into dispute. (IV)
5. Describe procedures for and the effects of removing a billed item from dispute. (V)
6. State procedures for locating and converting transaction information. (VI)
7. Explain procedures for locating acquirer information. (VII)
8. Demonstrate account retrieval by means of a reference number system. (VIII)
9. Identify and categorize monetary adjustments. (IX)
10. Describe situations in which adjustments can be made. (IX)
11. Explain adjustment documentation procedures. (IX)
12. Demonstrate form letter library usage. (X)
13. Select, prepare for delivery, and cancel written notification instruments. (XI)
14. Explain procedures for making retrieval requests. (XII)
15. Demonstrate retrieval fulfillment. (XII)
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MCCCD Official Course Outline:
 
CSI193   20014-20086 Chargeback Service Processing
    I. Bankcard Industry Overview
        A. Organizational Structures
        B. Products
        C. Procedures
        D. Services
      II. Workstation and Software Overview
          A. Computer Terminal Operation
          B. Telephone System Operation
        III. Chargeback Processing Procedures
            A. Terms
            B. Procedures
          IV. Disputed Items
              A. Procedures
              B. Ramifications
              C. Documentation
            V. Removal of Disputed Items
                A. Procedures
                B. Ramifications
                C. Documentation
              VI. Transaction Information
                  A. Locative Procedures
                  B. Conversion Procedures
                VII. Acquirer Information
                    A. Interbanks Menu Usage
                    B. Information Code and Capture
                  VIII. Reference Number Usage
                      A. Number Identification
                      B. Number Assignation
                      C. Number Conversion
                    IX. Monetary Adjustments
                        A. Identification
                        B. Categorization
                        C. Applicative Environments
                        D. Procedures
                      X. Form Letter Usage
                          A. Location
                          B. Letter Selection
                          C. Documentation procedures
                        XI. Letter Delivery Procedures
                            A. Delivery Preparation
                            B. Letter Queuing System
                            C. Letter Cancellation
                              1. Procedures
                              2. Time Limitations
                          XII. Retrievals
                              A. Retrieval Requests
                                1. Sales Receipts
                                2. Auto Chargeback Requests
                                3. Cancellations and Reinstatement
                              B. Retrieval Fulfillment
                                1. Receipt Procedures
                                2. Retrieval Status Determination
                                3. Update Procedures
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