Stanford Travel Card (TCard) verifiers are responsible for recording suspected fraudulent or erroneous charges as disputed in the Expense Requests System (ERS) while the charges are investigated. Disputed transactions cannot be added to an expense report until the dispute is resolved.
Once a credit is received or the charge is confirmed as legitimate, the TCard verifier ends the dispute in ERS. This removes the disputed status and makes the transaction available for expense reporting.
Disputes should be addressed promptly because the department becomes responsible for any charge not reimbursed by the merchant or credit card provider within 60 days of the transaction being posted.
Mark TCard Transaction in Dispute
Before You Start
If a TCard is lost or stolen, the cardholder or custodian must immediately contact JPMorgan Chase and notify Stanford Card Services by submitting a support request.
Review transaction details to confirm the charge is erroneous or fraudulent. Sometimes merchant names are not immediately recognizable. Before disputing, the verifier should check expenditure records carefully and/or work with the traveler to make certain the charge is in error.
For merchant errors, the cardholder or custodian should contact the merchant to request a correction or credit. If the merchant resolves the issue, no further dispute action is required.
If the merchant cannot or will not resolve the error, or if the transaction is fraudulent, the cardholder or custodian must contact JPMorgan Chase. While the transaction is being investigated, the verifier must mark the transaction as disputed in ERS.
- Go to Oracle Financials
- Select Login
- Enter SUNet ID and password, if prompted
- Select SU Expense Requests
- Select Expense Requests
- Select Travel Card Transactions tab
- Select Dispute Transactions sub-tab
- If multiple TCards are available, choose the appropriate card from the Transactions for Account drop-down menu
- In Current Outstanding Transactions, search for and find the transaction to record as being in dispute
- Select the Dispute icon
- Enter a dispute reason
- Select Apply
- The transaction moves from the Outstanding Transactions queue to Disputed Transactions, where it displays with a disputed status.
- Once the dispute is resolved through a credit or confirmation that the charge is legitimate record the TCard dispute resolution in ERS and complete an expense report as appropriate.
Record TCard Dispute Resolution
Before You Start
Confirm which of the following TCard dispute outcomes applies:
- The disputed transaction is confirmed as legitimate.
- A full or partial credit is received from the merchant or JPMorgan Chase.
- The dispute remains unresolved more than 60 days after the transaction date.
In each case, the verifier must end the dispute in ERS. The appropriate next steps depend on the outcome and are documented in the What Happens Next? section below.
- Go to Oracle Financials
- Select Login
- Enter SUNet ID and password, if prompted
- Select SU Expense Requests
- Select Expense Requests
- Select Travel Card Transactions tab
- Select Dispute Transactions sub-tab
- If multiple TCards are available, choose the appropriate card from Transactions for Account drop-down menu
- Locate the disputed transaction in the Disputed Transactions section
- Select the Update icon for disputed transaction
- Select the End Dispute checkbox
- Enter a note in the Note box explaining how the dispute was resolved
- Select Apply
Ending the dispute removes the transaction from the Disputed Transactions queue and returns it to Current Outstanding Transactions, making it available for expense reporting. Complete an expense report based on the applicable dispute outcome:
- If the transaction is confirmed as legitimate, include it with the other expenses for the same trip as you normally would.
- If a full or partial credit is received from the merchant or JPMorgan Chase, include the original charge and related credit in the same expense report. If they cannot be included in the same report, reference the ERS transaction numbers of all related expense reports in the Remarks field for both the charge and the credit.
- If the dispute remains unresolved more than 60 days after the transaction date, charge it to the appropriate department PTA as part of the standard reconciliation process.