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 delivery date..

Dispute Reason: Incorrect Delivery Date

Card Type: AIR Card

Details: The cardholder reports that delivery date for fuel uplift is incorrect either on the receipt/invoice from FBO One, or on the cardholder's statement from AIR Card. 

Review the transaction:

1) Locate the order in FBO One.

2) Locate the fuel line on the order. If fuel tickets are imported, the delivery date is automatically included in the remarks. If fuel tickets are not imported, users enter the delivery date manually.

3) Click on the payment link.

4) Review the Online Payment log to verify the Delivery Date that was sent through the gateway for the transaction.

Resolution:

If the Delivery Date shown in the Online Payment log is correct, reply to the AIR Card Support Team with detailed screenshots similar to those above and any signed documents and/or fuel tickets as requested.

If the Delivery Date on the order and in the Online Payment log is NOT correct, rebill the order per AIR Card Support instructions, correcting the date in the fuel line on the rebill order.