When a member has an issue with a product or service that they purchased through a merchant they will need to go through the following steps:
- The member will need to try following up with the merchant first to see if they are able to get a refund. If the merchant is unwilling to work with the member then they will move on to step 2.
- The member will need to get in touch with the fraud department and file a Non-Fraud Merchant Dispute. The fraud department will investigate and determine if a refund needs to be issued to the member.