Disputed card transaction · First response and escalation

Use this guidance when a customer says they do not recognise, dispute, or want to challenge a card transaction.

Our first response should acknowledge the concern, collect only the information needed to begin review, and route the case to the appropriate team. Do not promise a refund, outcome, or timeline before review.

Confirm whether we have:

• Merchant name as shown on the transaction

• Transaction date

• Transaction amount

• Last four digits of the card, only if needed to identify the transaction

• A short description of why the customer believes the transaction is unauthorised

Do not request or record:

• PIN

• Password

• Full card number

• CVV or security code

• One-time passcode

Hello [Customer name],

I’m sorry to hear about the transaction you do not recognise. We can begin reviewing this for you.

Please reply with the merchant name, transaction date, and amount as they appear on your statement. Once we have those details, our team will review the case and advise you of the next steps.

Kind regards,
Stubborn Bank Customer Service

1. Apply the Dispute tag.

2. Confirm the conversation is assigned to the appropriate Retail banker.

3. If the case requires specialist review, run the Escalate dispute to Accounts Macro.

4. Insert the approved escalation acknowledgement template and review it before sending.

5. Set the ticket status to the appropriate waiting or review state.

Use the Dispute intake — collect missing details Playbook manually.

The Playbook gathers the merchant, date, and amount, adds an internal summary, and marks the conversation for human review. A banker remains responsible for the decision and any customer-facing commitment.

• The customer has supplied the core transaction details and the case needs specialist investigation.

• The transaction is high value, repeated, or appears to involve multiple merchants.

• There is a request for a refund, chargeback, account restriction, or formal complaint.

• You are uncertain which policy applies.

• The reply is empathetic and clear.

• No sensitive authentication or full card data has been requested.

• No refund or outcome has been promised.

• The customer knows what information is needed next.

• The conversation has clear ownership and the correct status.