Should a problem arise with a purchased item or charge, every attempt shall be made by the cardholder/authorized user to first resolve the issue directly with the supplier. Review of future statements is vital to ensure the account is properly credited for returns, credits, and disputed charges. The returned, credited, or disputed item shall be noted in Concur on the appropriate transaction line.
If a cardholder cannot resolve a disputed transaction directly with the vendor, they should contact Citibank at 1-800-248-4553 to initiate the dispute process.
Returns: If a cardholder/authorized user needs to return an item to a supplier, contact the supplier and obtain instructions for return. Note that some suppliers may charge a restocking or handling fee for returns.
Credits: If the supplier accepts an item as a return, credit for this item should appear on the following month's statement.
Disputed Charges: If a cardholder/authorized user finds a discrepancy on a monthly statement, the cardholder/authorized user should contact the supplier and attempt to resolve the problem directly. All disputed items should be documented. A copy of the form and letters shall be kept as documentation.