# disputes

id: 17e2ea71-2a3b-4d65-a54b-fdcc1050e0c4
customer_id: 324b8a75-9ae7-4646-b5c9-6abe12660243
transaction_id: TXN-21DFC753D0
merchant_name: Meshoee Online Services
category: Unauthorized
status: Open
created_at: 2025-03-22 05:18:52.301685
description:
  I recently noticed an unauthorized transaction on my account ending in 4829. On March 10, 2025, an amount of ₹7,850 was debited from my account without my consent. The transaction description states "Meshoee Online Services," but I have never used this service. Kindly investigate this issue and initiate a refund at the earliest. I have also attached my bank statement for reference.

  Looking forward to your prompt resolution.


id: 3a7b66b5-8e51-4e3b-88c5-e764f6a888f0
customer_id: c35b9f9f-5888-4d15-863d-3b61cd88b76e
transaction_id: TXN-671E4B36D7
merchant_name: SBI
category: Billing Error
status: Open
created_at: 2025-03-22 05:44:01.285605
description:
  I have been wrongly charged a ₹1,500 maintenance fee on my savings account on March 5, 2025. As per my account terms, there are no such charges applicable since I maintain the required minimum balance. Please review and reverse this charge immediately.

  Hoping for a quick resolution.


# dispute_insights

id: eef54deb-8888-449e-bd6c-fa3b2ccbbfcb
dispute_id: 17e2ea71-2a3b-4d65-a54b-fdcc1050e0c4
created_at: 2025-03-22 05:18:59
insights:
  The customer, Debopam Chowdhury, reports an unauthorized transaction of $7850.0 (₹7,850) on March 10, 2025, with the description "Meshoee Online Services." The customer claims to have never used this service and requests a refund. This is not the first dispute for this customer.

followup_questions:
  ["Have you contacted Meshoee Online Services to inquire about the transaction?", "Do you recognize the date of the transaction?", "Can you provide more details about the previous dispute you filed?"]

probable_solutions:
  ["Contact Meshoee Online Services to investigate the transaction.", "Review the customer's account activity for other suspicious transactions.", "Initiate a chargeback request with the merchant's bank.", "Issue a temporary credit to the customer's account while the investigation is ongoing.", "Advise the customer to change their account password and monitor their account for further unauthorized activity.", "If fraud is confirmed, close the current account and open a new one for the customer.", "Consider implementing enhanced security measures, such as two-factor authentication.", "Review the attached bank statement for additional information related to the transaction.", "Check if the customer has any subscriptions or recurring payments with Meshoee Online Services under a different name or account.", "Confirm the transaction date with the customer, as it is mentioned as March 10, 2025, in the description but the dispute details show 2025-03-22T05:18:52.301685"]

possible_reasons:
  ["Compromised account credentials", "Fraudulent transaction by a third party", "Merchant error", "Customer mistakenly not recognizing the transaction"]

risk_factors:
  ["High transaction amount", "Previous dispute filed by the customer", "Unauthorized transaction reported"]

priority_reason:
  The transaction amount is high ($7850), the dispute is unauthorized, and the account is new (0 days old). Although the customer is an individual and has no supporting documents, the high transaction amount and unauthorized nature of the dispute warrant a high priority. 


id: b7d30886-4e3c-4007-837f-18bc64633efd
dispute_id: 3a7b66b5-8e51-4e3b-88c5-e764f6a888f0
created_at: 2025-03-22 05:44:07
insights:
  The customer, Chaitra Adiga, a premium customer with one previous dispute, claims a wrongly charged maintenance fee of $100 (₹1,500) on their savings account on March 5, 2025. They assert that their account terms do not include such charges due to maintaining the required minimum balance. The dispute falls under the 'Billing Error' category.

followup_questions:
  ["Could you please provide a screenshot or document showing the maintenance fee charge?", "Can you confirm the minimum balance requirement for your account?", "Have you checked your recent statements to see if the minimum balance was maintained throughout the month?"]

probable_solutions:
  ["Review the customer's account statement and transaction history to verify the fee charge.", "Check the customer's account type and associated terms and conditions to confirm the fee applicability.", "Verify if the customer maintained the required minimum balance throughout the relevant period.", "Reverse the maintenance fee if it was wrongly charged.", "Update the customer's account status or correct any system errors causing the incorrect fee application.", "Provide a clear explanation to the customer regarding the fee and its reversal, if applicable.", "Escalate to technical team to check logs if needed"]

possible_reasons:
  ["System error in applying the maintenance fee.", "Misunderstanding of the account terms and conditions by the customer.", "Temporary dip in account balance below the required minimum.", "Incorrect customer segmentation leading to incorrect fee application.", "Delay in updating account status after meeting minimum balance criteria"]

risk_factors:
  ["Customer is a premium customer", "Customer has a history of one previous dispute", "Dispute is related to a billing error"]

priority_reason:
  The customer is a premium customer with a billing error dispute. The account is new, and the customer claims they were wrongly charged a maintenance fee. This requires immediate attention to avoid losing a premium customer early on. 


id: 360c220d-e004-4afb-875b-4271f6801acf
dispute_id: c8dd3dad-cc47-46d3-9723-9637781cb37a
risk_factors: ["High transaction amount", "Unknown source of funds", "Business account"]
created_at: 2025-03-22 05:57:56
insights:
  High value transaction from an unknown source reported by a business customer. This warrants a high level of scrutiny.

followup_questions:
  ["Can you provide more details about the unknown source?", "Have you noticed any other unusual transactions recently?", "Do you recognize the date of the transaction?"]

probable_solutions:
  ["Initiate a thorough investigation into the source of the funds.", "Contact the originating bank to gather more information about the transaction.", "Advise the customer to change their account password and monitor their account for any suspicious activity.", "If fraud is suspected, file a Suspicious Activity Report (SAR) with the relevant authorities.", "If the transaction is confirmed to be fraudulent, reverse the transaction and return the funds to the customer"]

possible_reasons:
  ["The customer may be a victim of fraud or money laundering.", "There could be an error in the transaction processing.", "The customer may have forgotten the source of the funds, especially if it was a long time ago.", "The customer's account may have been compromised"]

priority_reason:
  High transaction amount from an unknown source for a business account with a very new account age. Requires immediate investigation to prevent potential financial crime. 


id: efd06d47-0357-4093-8d52-9c748febc6ca
dispute_id: 6a7fc203-65b3-4c24-bfb0-b1c4e50159f0
risk_factors: ["Low transaction amount ($10.0)", "Customer claims it was a mistake"]
created_at: 2025-03-22 06:05:08
insights:
  The customer, Aditi Rao, an individual with a history of 1 prior dispute, reports a duplicate transaction of $10.0 on 2025-03-22T06:05:02.881652. The customer claims the transactions were made by mistake and is requesting a refund.

followup_questions:
  ["Can you provide more details about the two transactions you are referring to?", "Can you confirm the exact time and date of both transactions?", "What is the name of the merchant for these transactions?", "Did you receive goods or services for both transactions?"]

probable_solutions:
  ["Check transaction logs for duplicate transactions", "Refund the duplicate transaction", "Contact merchant to confirm if duplicate transaction occurred", "Provide customer education on how to avoid duplicate transactions in the future"]

possible_reasons:
  ["Customer error resulting in duplicate transaction", "System error causing duplicate transaction", "Merchant error causing duplicate transaction"]

priority_reason:
  The customer is an individual with a new account and a duplicate transaction. The transaction amount is low. Therefore, the priority is medium. 


