Resolving procurement card problems is very similar to the process you would follow with a personal credit card, except thatPurchasing Services (X3232)will be involved if initial contacts do not settle the problems. Disputed billings usually result from the following:
Failure to receive goods or services charged
Unprocessed Credits
Altered Charges
Duplicate Charges
Fraud or misuse(If you suspect fraud, contact Purchasing Services immediately). The credit card company may also contact you via e-mail or phone if they suspect fraud may have occured on your account. You will then by instructed to immediately call1-800-523-9078to verify charges made.
The cardholder is responsible for initially following up with the vendor as soon as possible on any erroneous charges, disputed items, or returns. The vendor's phone number will usually appear on the statement.
If the problem is non-receipt of an order and the vendor claims to have shipped it, contactCentral Stores (X3570)to see if the order has arrived. If it has arrived without an adequate delivery address, Campus Stores may have it in a holding area pending identification.
If the cardholder is unable to reach agreement with the vendor, the next step is to contact Card Member Customer Service. They must also be notified of any disputed item withinsixty (60)days of the billing cycle in which the item was purchased. All documentation should be kept for credits, returns, exchanges, and disputes as well as purchases.
If any discrepancies are found, talk to the vendor to get a copy of supporting documentation or question charge and request credit be issued. If this can not be resolved with the vendor on a timely bais, it is time to disopute it. Report any discrepancies that are unresolved by filling out a dispute form and faxing it in. See link below. Remember you have60 daysfrom time of purchase to dispute the charge.
