Managing GSA SmartPay® Purchase Card Use
Managing GSA SmartPay® Purchase Card Use
Managing GSA SmartPay® Purchase Card Use
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Dispute Resolution Process<br />
<strong>Card</strong>holder<br />
Notices<br />
Discrepancy<br />
1<br />
Permanent<br />
Credit to<br />
<strong>Card</strong>holder<br />
3<br />
Bank Issues<br />
Temporary<br />
Credit<br />
5 6<br />
Bank Presents<br />
Dispute to<br />
Merchant<br />
Contact<br />
Merchant and<br />
Request Credit<br />
2<br />
Transaction<br />
Reinstated<br />
Writes Letter<br />
of Explanation<br />
to <strong>Card</strong>holder<br />
Bank Resolves<br />
in Favor of<br />
Merchant<br />
19<br />
18<br />
17<br />
Doesn’t Resolve<br />
<strong>Card</strong>holder<br />
Contact Bank and<br />
Files Dispute<br />
Permanent<br />
Credit<br />
to <strong>Card</strong>holder<br />
4<br />
Bank<br />
Resolves in Favor<br />
of <strong>Card</strong>holder<br />
16<br />
15<br />
Merchant<br />
Doesn’t<br />
Respond<br />
Merchant<br />
Charged for<br />
Goods and Services<br />
Permanent<br />
Credit to<br />
<strong>Card</strong>holder<br />
7<br />
8<br />
9<br />
Permanent<br />
Credit<br />
to <strong>Card</strong>holder<br />
Bank Evaluates<br />
Merchant Data,<br />
Explanation<br />
14<br />
Merchant<br />
Resolves in Favor<br />
of <strong>Card</strong>holder<br />
12<br />
Merchant<br />
Responds<br />
in 45 Days<br />
11<br />
10<br />
Merchant Does Not<br />
Resolve; Provides<br />
Explanation, Data<br />
13<br />
28 www.gsa.gov/gsasmartpay <strong>Managing</strong> <strong>Purchase</strong> <strong>Card</strong> <strong>Use</strong>: A Plan for Success 29
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