Dispute Reopening for Wrongly Closed Disputes for UBA
- Qazim Adedigba
Dispute reopening for wrongly closed disputes refers to a process where Dispute Operators of Moniepoint seek to have disputes reopened after they were previously declined.
Common Reasons for Reopening Disputes:
Incomplete Investigation: The original issue was not thoroughly investigated.
Incorrect Resolution: The resolution provided was wrong or unsatisfactory.
New Evidence: New information has come to light that supports the customer's claim.
Mistaken Closure: The dispute was closed in error, without the customer being informed or agreeing to the resolution.
Instructions
Log into the DCIR Web portal Direct Card Issuer Routing (ubagroup.com) with the Back Office Dispute Operator account in the Bank Deployment Details sheet Bank Deployment Details - Google Sheets, navigate to DCIRs Portal sheet and use the 'aptpaytechnicalsupport@teamapt.com' credentials.
Drop down on the ‘Manage Dispute’ option then select the ‘Back Office Disputes.’
3. Click on the "Filter button" which will allow narrowing down displayed data according to certain criteria.
4. Input the provided ‘Log Code,' e.g., 'UBA|20241017|03AZ,' and the 'Dispute Log Date.' Then click on 'Filter’.
Note: You can determine the dispute log date from the log code. For instance, in the example log code 'UBA|20241017|03AZ,' the dispute log date is the 17th of October, 2024, following the 'YYYYMMDD' format.
5. Click on the ‘Reopen Button' to reopen and the status will change to ‘Pending’.
Reach out to the bank their request has been completed.