University System of New Hampshire
Financial and Administrative Procedures

DISPUTED PURCHASES
Procedure 9-111
Issued By: Campus Purchasing Departments
Issued: 04/15/97

Should the cardholder be unable to reach agreement with the supplier, the cardholder should complete and submit a Statement of Questioned Item form with supporting documentation to his/her account manager. This form should be submitted within 15 days of the purchase. The account manager will then forward a copy of the form to their Campus Card Administrator and the original to the bank. The bank will institute an investigation. Forms are available in from the Campus Card Administrator.

During the bank's investigation, a credit will be issued to the cardholder’s default account for the questioned amount. The default account is the fund-area-org or purchase order number associated to a particular Purchasing Card.

After the investigation is complete, the cardholder will be notified of the resolution. The cardholder should then notify the account manager of the results of the bank's investigation.

Should the dispute not be settled in favor of the cardholder, the cardholder’s default account will be charged for the disputed transaction amount.

Account manager's should document disputed transactions just like any other charge to the cardholder's account. Supporting documentation, includes copies of the Statement of Questioned Item form, any notes regarding the conversation(s) that have taken place between the supplier and the cardholder and/or account manager, and any resolution information sent from the bank. Refer to Procedure 9-110 Documentation and Record Retention, for further details.

Click here to print a copy of the Dispute Form

Return Address	Enter your campus address where you can be reached during the day for an necessary inquiries or you would like a notice sent once the issue has been researched and resolved. This may be the address of a department support person, if you are not generally available to answer these questions.
Phone No.	Enter your phone number.
FAX No.	Enter your FAX number.
Account No.	Enter your account number from your purchasing card.
Merchant Name	Enter the name of the merchant with whom you have the disputed charge. This should be on your invoice or receipt, or on the detail transaction in HUM or CUFS.
Amount	Enter the amount of the disputed transaction in total. If you are disputing only part of the amount, indicate that in the appropriate location below.
Transaction Date	Enter the date the transaction occurred. This would be the date on the invoice or receipt, or the transaction date from the HUM table.
Reference #	Enter the bank's reference number for this transaction. The last few digits are available on the CUFS PV document in CUFS, but the entire number is available in HUM or on your monthly statement.
Read the following options, and place an check mark in the space beside the one that most closely meets your particular circumstances.
If you did not make the charge	Enter a check mark in the space in the left column. Then indicate where your card currently is located. This is attempting to ascertain that the card is not lost or stolen.
If there is a difference between what you are billed and what your receipt says	Enter a check mark in the space in the left column. Make a copy of your receipt or invoice and attach it to this form.
If you have been billed more than once for the same charge	Enter a check mark in the space in the left column.
	Enter the date the first billing occurred. This is available from within the HUM database or from your monthly statement.
If the transaction is yours, but you have a problem with the amount or goods	Enter a check mark in the space in the left column. Enter a brief description of what the problem is, and what steps you have taken to resolve the problem
If you need a copy of the original receipt that you signed.	Enter a check mark in the space in the left column. This will have a charge associated with it. You will need to identify the source of the funds for this charge, or it will be charged against your default account for your purchasing card. Typically, this will not be acceptable as supporting documentation by itself.
If you have received a credit from the supplier, but it has not been credited to your account	Enter a check mark in the space in the left column. Make a copy of the credit you have received from the supplier. Attach the copy to this form for the bank to research.
If you have been charged for something you have ordered but have not yet received	Enter a check mark in the space in the left column. Briefly describe what you have done to resolve this issue with the supplier.
If you have been charged for something you have already returned.	Enter a check mark in the space in the left column. Make a copy of the postage receipt you received when returning the goods to the supplier. Attach the copy of the receipt to this document. If you received a Return Authorization number from the supplier to return the goods, make a note of the number on this form at the bottom.
Space for additional information regarding your claim.
Signature	This must be signed by the authorized cardholder.
Date	Today's date.
When complete, send the original to the address on the bottom of the form and send a copy to your account manager for their records. You should receive a response from the bank directly as to the status of your request.