Returns, Credits, Disputed Charges and Fraud

Should a problem arise with a purchased item or charge, every attempt should be made to resolve the issue directly with the supplier. The review of all transactions in Concur and assigning them to an expense report within 30 days is vital to ensure the account is properly credited for returns, credits, disputed charges and fraud. The returned, credited, disputed item or fraud must be noted on the Concur expense report.

Returns: If a cardholder needs to return an item to a supplier, contact the supplier and obtain instructions for the return. Note that some suppliers may charge a restocking or handling fee for returns.

Credits: If an item is accepted as a return by the supplier, a credit for this item should appear on the following month's statement. All credits should be allocated to the same account as the original charge.

Disputed Charges: If a cardholder finds a discrepancy in the Concur transactions the cardholder should contact the supplier and attempt to resolve the problem directly. If the supplier will not rectify the discrepancy, then we have the option to dispute the charge by calling Citibank support using the number listed on the back of the card. If the cardholder has established access to Citibank's web portal, the user can also dispute the charge by locating the transaction and then clicking the dispute option. This will take the user through a series of questions prior to submitting the dispute. If you need assistance with disputing a charge, contact your system member's Payment/Travel Card Office.

Fraud: There are numerous ways for card numbers to be duplicated or appropriated by unauthorized personnel. Be aware of your surroundings when using the card. Protect the card number as much as possible during transactions. When making purchases using a card reader be aware that card skimmers are a potential risk.

If a cardholder/card administrator notices charges on their card that they have not made or have not authorized by another user, notify the card provider immediately by calling (800) 945-3114 within the US. Outside of the US, call the card provider collect at (904) 954-7314.

The card provider will determine whether the charges are fraudulent. The card provider will then issue a claim number and provide it to the cardholder. This claim number should be documented on the transaction in Concur using the comments field. All fraud must be reported within 60 days of the post date, failure to report within 60 days could result in the loss of fraud rights and would become the responsibility of the department. If you need assistance with reporting a fraudulent charge, contact your system member's Payment/Travel Card Office.