# Handle a customer card or payment dispute within required deadlines

A bank-side dispute handling plan with deadlines, provisional credit decisions, and clear customer letters.

- Topic: Customer Support
- Framework: Few-Shot
- Level: Standard
- Tags: Customer Support, Legal, Fill-in Template
- Source: https://www.thinkwithprompt.com/prompts/handle-a-customer-card-or-payment-dispute-within-required-deadlines

## Prompt

```text
Help me handle a customer's dispute about a transaction on their account.

**Transaction type:** [debit card / ACH / P2P or app transfer / ATM / credit card / wire]
**What the customer reports:** [unauthorized, wrong amount, goods not received, duplicate charge, not credited]
**Key dates:** [transaction date, statement date, date customer notified us, and how they notified us]
**Account type:** [consumer or business]
**Facts we have:** [device, IP or location data, card-present or not, merchant response, prior disputes]
**Jurisdiction:** [e.g. "US"]

Give me:
1. Which dispute framework likely applies (for US consumer accounts, e.g. Regulation E for electronic transfers, Regulation Z for credit card billing errors, card network chargeback rules, or none for wires) and why - marked [CONFIRM with our procedures].
2. A timeline table: investigation deadline, provisional credit deadline, extended deadline if allowed, and notice deadlines, calculated from my dates.
3. Whether the customer's notification timing affects their liability, explained simply.
4. Investigation steps and the evidence to gather.
5. Red flags for first-party fraud versus genuine unauthorized use - without assuming bad faith.
6. Two customer letters: one acknowledging the dispute and explaining next steps, one with the outcome (resolved in their favor or not), including their right to request the documents we relied on.

Plain language; no blaming. Do not invent dates or facts; mark gaps [CONFIRM]. Confirm timelines with our compliance procedures, which may be stricter.
```

## What to fill in

- consumer or business
- e.g. "US"
- CONFIRM with our procedures
- CONFIRM

Free to copy and use. From ThinkWithPrompt (https://www.thinkwithprompt.com/), a library of 2,663 curated AI prompts.