Ethoca and Verifi

This training will provide and overview of Ethoca and Verifi and highlight the best Guru resources to access when working these cases.

Ethoca & Verifi

Go!

Ethoca and Verifi are partners that give the Chargeback team the ability to resolve a Chargeback prior to it going into the Vantiv/AmEx system. Chargebacks that are accepted within the Ethoca/Verifi system will be processed as a manual refund (vs. a Chargeback) and therefore will not be counted in Vantiv/AmEx towards our overall Company’s Chargeback volume. Any Chargebacks that the team rejects in Ethoca/Verifi will then be routed to Vantiv/AmEx as a typical Chargeback.The overall goal is to keep our Chargeback volume (by card type) under 1%. If we exceed the 1%, we will incur a $75/chargeback fee.Important note: When working, please prioritize cases in Ethoca so that we can insure we are clearing these cases within the 24-48-hour timeframe and they do not turn into a Chargeback.

Ethoca & Verifi Overview

Pre-Chargeback

• Date of Charge:
• Amount of Refund:
• Accepted due to Verifi Expectations

Pre-Chargeback

• Date of Charge
• Amount of Refund
• Accepted due to expectations of confirmed fraud Ethoca/Verifi Pre-Chargeback

When creating the Salesforce case for disputes the information below is used for the case description. This applies to both Ethoca and Verifi cases.

All Other Ethoca / Verif

FRAUD

Salesforce Case Description Details

• Verifi - Types of cases and outcomes to choose
• Working Verifi Cases (CDRN)
• Working Verifi Member Care cases

• How to Log into Ethoca
• Working Ethoca Cases
• Ethoca Master Card Cases

Verifi

Ethoca

Resources

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