Fraud, Transaction Disputes, Employee Misuse

Fraud

Fraud is when a third party attempts a transaction not authorized by the cardholder. Those unauthorized attempts are typically made with a lost, stolen, or counterfeit card or with stolen account information. If you see a transaction that you don't recognize or have not authorized, it most likely is a fraudulent transaction.

JP Morgan Commercial Card employs preventative practices to help identify fraud, notify, and support cardholders. See Cardholder Fraud Alerts below. It is the cardholder's responsibility to review statements, respond to any alerts, and raise concerns within 60 days of transaction postdate.

Fraud must be reported within 60 days of transaction post date.

Cardholders and Program Administrators can report suspected fraud by calling the number on the back of their card.

Other numbers are:

  • 800-316-6056 – U.S./Canada
  • 847-488-3748 – Outside North America, call collect

Cardholder fraud alerts are one of the easiest and fastest ways to confirm fraudulent use of a cardholder's account. Once a cardholder registers to receive cardholder alerts, an alert will be sent when suspicious transactions are identified on their account and a hold will be placed on the card.

Cardholders can sign up to receive email and/or mobile SMS alerts, which will be sent 24 hours a day, seven days a week. You can go to the JPMorgan Chase Commercial Card Portal at any time to delete or add alerts to your account. Additionally, you can opt out of text alerts by replying 'STOP' to an alert. Delegates are not able to register a cardholder for alerts.

The cardholder will be directed to reply to the alert and verify if the transaction is valid. If the cardholder responds that the transaction is valid, the hold placed on the account will be removed, and the Corporate Credit Card will be available for use. If the cardholder responds that it is fraud, the hold placed on the account will remain, and the cardholder will be directed to contact JP Morgan Chase Customer Service by calling the number on the back of their Corporate Credit Card.

If fraud is confirmed, the current Corporate Credit Card account will be blocked, and a new Corporate Credit card will be issued. Any transactions marked as fraud will initiate a case to JP Morgan Chases' Fraud Recovery Team. If you are traveling and your card is blocked, please contact JP Morgan Chase Customer Service at the number on the back of your card for assistance.

JP Morgan Chase will never require you to send account or personal information by text or email. If you have concerns about the authenticity of the alert, please contact JPMorgan Chase Customer Service at the number on the back of your card.

Transaction Disputes

A dispute occurs when the cardholder challenges the validity of a transaction that appears familiar or unfamiliar in detail.

Most billing errors can be remedied directly between the cardholder and the merchant. Otherwise, JP Morgan can act as the cardholder advocate when the dispute is filed within 60 days of transaction postdate.

Dispute must be initiated within 60 days of transaction postdate.

As a cardholder, you should first contact the merchant to resolve the dispute before contacting J.P. Morgan Chase. If you cannot resolve the dispute, then perform the dispute process.

Initiate a dispute for the transaction

Cardholders and Program Administrators can initiate a dispute by calling the number on the back of their card.

Or, they can initiate the dispute process in JP Morgan's PaymentNet module by doing the following:

  • Select Transactions>Manage
  • Click the transaction you want to dispute
  • Click dispute
  • Enter your email address in E-mail Address field
  • Select a dispute reason from the Dispute Reason list.
  • Click Submit.

Temporary Credit is Given

The dispute is logged with J.P. Morgan Chase and a temporary credit in the amount of the disputed transaction will be given.

Dispute Settlement

  • Dispute is Settled in Favor of Emory: The credit will remain.
  • Dispute is not Settled in Favor of Emory: A charge for the disputed amount will be placed on the next billing statement to Emory University.

Review

You should ensure that the next monthly statement reflects the correction.

Employee Misuse

  • Employee misuse is when an employee of the company makes purchases with a company administered credit card for personal gain. The client assumes responsibility in employee misuse cases.
  • Once the misuse is reported, the client may be able to submit a claim to recoup the loss. The process to collect documentation and submit a misuse claim involves three parties:
    1. Client
    2. JP Morgan
    3. Network's Insurance Administrator

Claim eligibility requires employee termination and card cancellation.

Program Administrators are required to report employee misuse within 30 days of card cancellation by:

  • Contacting the Program Coordinator team - or - Emailing commercial.card.liability.waiver@jpmchase.com
  • After employee termination and card cancellation (within 2 days of termination), the Program Administrator notifies JP Morgan.
  • The Program Administrator notifies the former employee of card closure no later than 30 days after the card has been canceled.
  • The Program Administrator calculates the claim items and submits a claim to JP Morgan within 90 days of the card cancellation date.
  • JP Morgan verifies the eligible charges and begins the 60 days collection efforts.
  • They submit a claim to the Network. The Network reviews the claim and if approved, confirms reimbursement within 180 days after receiving the claim.