PCard is a custom module of the Oracle Financials system used to verify, edit, search, approve or withdraw charges made against Stanford Purchasing Cards. This material provides detailed instructions for how to dispute PCard transactions.
Before You Start
The most common reason to dispute a transaction is suspected merchant error. If an error is suspected, immediately contact the merchant directly to see if they can resolve the dispute and issue a credit if appropriate. If the dispute is readily resolved by the merchant, there is no need to contact JPMorgan or to notify PCard Administration. If the merchant either cannot or will not resolve the dispute, contact JPMorgan to dispute the charge and ask for a credit to be issued. A workflow notification will be sent when the credit has been processed. The department is ultimately liable for any fraudulent and erroneous charges not resolved within 60 days of the purchase date, either directly with the merchant or through JPMorgan Chase, and therefore must be verified and allocated to the department's PTA.
If there is any reason to suspect that the Purchasing Card may have been compromised, contact JPMorgan Customer Service and request that the card be canceled/reissued.
Contact the Merchant
In many cases the merchant will issue a credit for erroneous charges. If the dispute can be resolved with the merchant, there is no need to contact JPMorgan or PCard Administration.
If the merchant cannot or will not resolve the dispute, go to Step 2 and contact JPMorgan.
Contact JPMorgan Customer Service
- Call JPMorgan Chase Customer Service:
- Inside the U.S. – 1-800-316-6056
- Outside the U.S. – 1-847-488-4441 (collect)
- Provide account information as prompted and explain reason for dispute
If the charge is suspected to be fraudulent due to a lost or stolen card/account number, contact JPMorgan immediately and request that the card be cancelled/reissued and the transaction disputed by JPMorgan with the merchant. If the card number is unavailable, please wait to speak with a customer representative and provide account information (such as the embossed name on the card and access code).
- Charge has been determined to be fraudulent:
- Continue to resolve directly with JPMorgan Chase
- JPMorgan will advise cancelling any recurring charges
Best practice is to exclude auto-recurring charges. The department is ultimately liable for any fraudulent and erroneous charges not resolved.
- JPMorgan will advise to destroy and dispose of the cancelled Purchasing Card
Notify PCard Administration
- Submit a Support Request to PCard Administration, including in the message:
- Cardholder or department name (that appears on the card)
- PCard verifier name
- Last 4 digits of the account number
- Physical location of the card when charges were incurred
- Details of disputed transaction (date, merchant, amount)
- Explanation of why the transaction is being disputed
- Date that JPMorgan was contacted and what action was requested
Update and Complete PCard Transaction Verification
- Once a dispute has been resolved by merchant or JPMorgan, and an associated credit has been processed, a workflow notification will be sent. For instructions on how to flag a credit against a disputed charge, refer to Step 4 of How To: Verify PCard Transactions.
- If the dispute is not resolved by the merchant or JPMorgan, verify and allocate to the department's PTA in the PCard module. For instructions, refer to Step 4 of How To: Verify PCard Transactions.
- Depending upon the circumstances, PCard Administration will inform necessary parties (e.g., Internal Audit and/or Risk Management in the case of actual or suspected fraud or stolen card/account information).
- If cancel/reissue has been determined by JPMorgan, cardholders should notify PCard Administration via Support Request. Replacement cards are automatically sent via USPS to the cardholder’s Stanford business address on file, unless otherwise specified.