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Reconciling Disputed, Returns,
and Credit Items
In most cases, disputes can be resolved directly between the cardholder and
the supplier of the goods or services. The cardholder must use the
following guidelines when returning an item:
- If an item needs to be returned for any reason, the
cardholder will send the item back to the vendor in the manner agreed upon
between the cardholder and the vendor.
- The vendor will issue a credit for items that are
returned. The credit will appear on a subsequent charge card statement.
- Documentation of the return (credit receipt) will be
issued by the vendor. All documentation pertaining to returns must be kept on
file for reconciliation to the charge card statement.
- The return must be recorded on the cardholder's
Purchasing log.
- If the Cardholder and the vendor/supplier cannot resolve the issue,
contact the Materiel Management Office (who will call for you) or contact
MASTERCARD at 1-866-834-3227. MASTERCARD will investigate the dispute on
the Cardholder's behalf and assist in the solution. If necessary, MASTERCARD will
issue a temporary credit pending final resolution.
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