Description:

Occasionally a credit card transaction through the online gateway will later be disputed by the cardholder. The merchant may receive a Dispute Notification from the support team for the particular card type, including details of the dispute and requiring prompt action to resolve the issue. It is the merchant's responsibility to resolve the issue.

This document provides details on how to review the transaction in FBO One to troubleshoot a dispute with incorrect unit of measure.

Dispute Reason: Incorrect unit of measure

Card Type: AIR Card

Details: The cardholder reports that fuel was purchased in one unit of measure (liters or gallons), the receipt from the FBO shows the same unit of measure, but the cardholder's statement from AIR Card shows a different, incorrect unit of measure.

Review the transaction:

1) Locate the order in FBO One.

2) Click on the payment link.

3) Review the Online Payment log to confirm which unit of measure (UOM) was sent through the gateway for the transaction.

Resolution:

If the unit of measure (liters or gallons) shown in the Online Payment log matches the unit used by the FBO for fuel sales, and matches the unit shown on the FBO One order screen and receipts from FBO One, the issue is related to merchant account settings outside of FBO One and needs to be resolved by KHI. Reply to the AIR Card Support Team with detailed screenshots similar to those above for the disputed transaction.