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Dispute Procedures.pdfPDF File
Disputes_SOP.pdfPDF File
Training Session.mp4Video File
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GPT 5.5 Medium
SOPs & Recordings
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1. Card Freeze / Unfreeze Check
Investigation result: Found no unusual card freeze / unfreeze events.
Evidence: There were no card freeze and unfreeze events within 8 hours of the disputed transactions. This is not sufficient evidence to indicate the member had control over their account.
Our SOP only checks 8 hours, but these transactions span 12 — widening to 16 hours could catch more first-party fraud patterns and improve decision quality. Can you update?
Submit feedbackellisonbank.internal/disputes
Dispute Case Management
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