This document outlines the steps to take, in reference to disputed transactions and fraudulent transactions.
Limit of Liability – All charges to the GEMS Card are a direct legal and financial obligation of the University of Chicago even if the charge is the result of fraudulent or unauthorized usage. The University of Chicago may limit its liability for fraudulent or unauthorized transactions by following the processes identified below; the cardholder's department assumes responsibility for all charges if the processes are not followed.
Disputed Transaction – Charges made by a cardholder where they do not agree with all or a portion of the charge. A disputed transaction can result from altered charges, incorrect amounts, duplicate charges, credits not processed, items ordered and charged but not received, etc.
Fraudulent Transaction – Charges made without the cardholder's consent. Such charges are categorized as: counterfeit, stolen, or other types of fraudulent conditions.
GEMS Cardholder – Authorized University of Chicago staff or faculty issued a GEMS Corporate Credit Card
GEMS Corporate Credit Cards – A credit card issued by JP Morgan Chase Bank that provides authorized faculty and staff with a convenient method of procuring and paying for small dollar purchases and travel expenditures
JP Morgan Chase Bank (JPMC) – Bank who funds and issues GEMS Corporate Credit Cards
1. If you feel that a transaction that you authorized is incorrect or inaccurate take the following steps:
a. It is the cardholder's responsibility to contact the vendor and try to resolve the discrepancy
b. If the cardholder cannot resolve the discrepancy with the vendor contact JPMC (800-316-6056)
c. JPMC will require the cardholder to complete a Dispute Form and return to JPMC within 30 days of the transaction
d. JPMC reviews the case and determines if there is enough documentation to issue a charge-back (credit)
i. If yes, then JPMC issues a credit
ii. If no, JPMC will require more information from the cardholder. If the information is not received or not provided within 14 days, the case will be closed and JPMC will re-issue the charge to the cardholder's account
1. JPMC will attempt to contact the cardholder if fraudulent transactions are detected on the card. If they are unable to contact the cardholder, in some cases they JPMC contact the GEMS System Administrator via email about the fraudulent transaction. The GEMS System Administrator will forward the email to the GEMS Cardholder listed on the account in question
2. If you identify a fraudulent charge prior to JPMC's notification, follow the steps listed below:
a. Contact JPMC (800-316-6056) to have the card closed and to verify charges made on the account
b. The cardholder will then receive an affidavit from JPMC Fraud Department. Ten business days is the approximate processing time for the cardholders to receive an affidavit from JPMC
c. The cardholder reviews the affidavit to ensure all charges listed are fraudulent. If there are transactions missing the cardholder can add the charges to the list
d. The cardholder signs and submits the completed affidavit by fax to JPMC Fraud Department at 1-800-316-6056 immediately
e. Upon receipt of the completed affidavit, JPMC will open an investigation into the alleged fraudulent or unauthorized usage of the card. Approximate processing time 45 business days
f. JPMC will notify in writing both the cardholder and the University the results of its investigation
g. If funds are recovered a credit will be issued to the cardholder account
h. If funds are not recovered, the University is liable for the charges and no credit will be issued
Note: all disputed and fraudulent charges (including credits) are required to be reconciled via the GEMS System.