Billing Disputes
When to dispute an item?
When you find a charge(s) on a card that does not correlate with the cardholders' retained receipts. Reasons include the cardholder not making a purchase that was charged; an incorrect dollar amount; or a quality issue.
What Do I do?
First recourse is to contact the merchant to try and resolve the error. If the vendor agrees the error was made, the PCard should be credited the amount due. It is the cardholders' responsibility to ensure proper credits are received and to make follow up calls if necessary.
What if the Vendor Doesn't Agree?
If the merchant does not agree with the error, the cardholder can fill out the Billing Inquiry Form printed on the back of every PNC Card Memo Statement. If the cardholder resorts to this process, PNC Bank will take action for recourse. This process can take up to 30 days.
If you have any questions regarding the dispute process, please contact Tiffany Wells at wellst@etown.edu or extension 1575.
Disputed Items Action:
- Follow up with vendor on any erroneous charges, disputed items or returns ASAP.
- Returned items must be returned for a credit. A cash refund or store credit is not acceptable.
- If the cardholder is unable to come to an agreement with the vendor, they should fill out the Billing Inquiry Form. Follow the instructions on the form and send directly to PNC Bank within 30 days of the discovery.
- Retain all documentation regarding dispute.
REMINDER:
Cardholders are responsible for all transactions identified on their statement. If an audit is conducted, cardholders must be able to produce receipts or proof the transaction occurred. If an error is found, the cardholder is responsible to show the error or that the dispute process has been invoked.
