This page provides instructions on how to record that a Travel Card (TCard)  transaction is being disputed and  update the record  when the dispute has ended.

  • Travel Card cardholders and/or the assigned verifier/preparer are responsible for promptly recording a dispute for any charge suspected to be erroneous or fraudulent in the Expense Requests system.
  • Only the cardholder can dispute the transaction with JPMorgan Chase. The cardholder is responsible for working with the merchant and with JPMorgan Chase to resolve the disputed charge. Charges can only be disputed with JPMorgan Chase no later than 60 days from the date the transaction is posted.
  • Since many merchants use centralized clearing houses for credit card processing, the name and location of the merchant on the statement may not initially be recognized by the cardholder. Before disputing, the verifier should check expenditure records carefully and/or work with the traveler to make certain that the charge is indeed an error.
  • Please note that lost or stolen Travel Cards (TCards) should be reported immediately to JPMorgan Chase and Stanford Travel Card Administration via a Support Request.
  • As soon as a TCard charge is suspected of being fraudulent or erroneous, use the following steps to mark a TCard charge as in dispute while it is being investigated. Only the TCard verifier can perform this task.

Demo: Mark Disputed TCard Transactions

  1. Enter ofweb.stanford.edu in the browser
  2. Click Login
  3. As prompted, log in using SUNet ID and password
  1. Select SU Expense Requests
  2. Select Expense Requests
  1. Select Travel Card Transactions tab
  2. Select Dispute Transactions sub-tab
  3. If multiple TCards are available, choose the appropriate card from the Transactions for Account drop-down menu
  4. In Current Outstanding Transactions, search for and find the transaction to record as being in dispute
  5. Select the Dispute icon
  6. Enter a dispute reason
  7. Select Apply

The transaction will be moved from the outstanding transactions queue to the Disputed Transactions section. Please note that this step is just to record the transaction status. The cardholder must contact the merchant or JPMorgan to dispute the charge. 

When a disputed transaction is identified, it is important to contact the merchant first and try to resolve the dispute.However, if unable to resolve the dispute with the merchant, the cardholder will need to contact JPMorgan Chase to dispute the transaction with JPMorgan no later than 60 days from the posting date of the transaction.

  1. Call the merchant or JPMorgan to dispute the charges

    JPMorgan in the U.S.                1-800-316-6056
    JPMorgan outside the U.S.    1-847-488-4441 (collect)

What Happens Next?

A disputed Travel Card (TCard) transaction can be reconciled for the following:

  • The disputed transaction is actually legitimate (end the dispute)
  • A credit transaction is received from the merchant or the card provider that is a full or partial credit for the disputed transaction
  • If there is no resolution with the merchant and JPMorgan Chase, the department is ultimately responsible for reconciling the transaction

Use the following steps to reconcile a disputed TCard charge in the Expense Requests system. Only the TCard verifier can perform this task.

Demo: End Disputed TCard Transactions

  1. Enter ofweb.stanford.edu in the browser
  2. Click Login
  3. As prompted, log in using SUNet ID and password
  1. Select SU Expense Requests
  2. Select Expense Requests
Legitimate Disputed Transaction No Longer in Dispute
  1. Select Travel Card Transactions tab
  2. Select Dispute Transactions sub-tab
  3. If multiple TCards are available, choose the appropriate card from Transactions for Account drop-down menu
  4. Locate the disputed transaction in the Disputed Transactions section
  5. Select the Update icon for disputed transaction
  6. Select the End Dispute checkbox
  7. Enter a note in the Note box explaining how the dispute was resolved
  8. Select Apply

The transaction will be removed from the Disputed Transaction queue and will be available to be expensed in an expense report as an outstanding transaction. Refer to How To: Create Domestic Expense Report

Full or Partial Credit Received for Disputed Transaction

The credit transaction may be for the same or a lesser amount than the disputed transaction. The merchant will be the same, but the amount may be less than the disputed amount.

When a credit transaction is received, whether a partial credit or a full credit, the original disputed transaction and the credit transaction should be included in the same expense report.

If the original transaction has been marked as disputed on the Dispute Travel Card Transaction sub-tab, the dispute must be ended by selecting the End dispute checkbox before the transaction can be included on an expense report. Ending the dispute will ensure that the original transaction amount is available to select from the Travel Card Transactions list for inclusion in an expense report.

  1. End the dispute
    1. Select Travel Card Transactions tab
    2. Select Dispute Transactions sub-tab
    3. If multiple TCards are available, choose the appropriate card from Transactions for Account drop-down menu
    4. Locate the disputed transaction in the Disputed Transactions section
    5. Select the Update icon for the disputed transaction
    6. Select the End Dispute checkbox
    7. Enter a note in the Note box explaining how the dispute was resolved
    8. Select Apply
  2. Include both the credit transaction and the originally disputed transaction in the same expense report. Refer to How To: Create Domestic Expense Report

Questions?

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