SF Email Templates - CESG + CDMU

For Deletion or update if new folder is not doable
Process Templates
Service Not Rendered All Classic Template
Paid BY Other Means All Classic Template
Cancelled Transaction All Classic Template
NA All Classic Template
New folder for CESG; update existing if new folder is not possible
Process Templates
Service Not Rendered All Classic Template
Paid By Other Means All Classic Template
Cancelled Transaction All Classic Template
Double Posting- Mastercard All Classic Template
Add to CDMU Templates Folder

Process Templates
Dispute All Classic Template
Template Folders Name
Service Not Rendered Dispute Case- Case Creation Notification
Paid By Other Means Dispute Case- Case Creation Notification
Cancelled Transaction Dispute Case- Case Creation Notification
Field Trip Postcards Processing Completed

CESG- Transaction Disputes Templates Service Not Rendered
CESG- Transaction Disputes Templates Paid By Other Means
CESG- Transaction Disputes Templates Cancelled Transaction
CESG- Transaction Disputes Templates Double Posting- Mastercard

CDMU Templates Pending customer reply < 5 days
CDMU Templates Documents Acknowledgement
CDMU Templates Reminder
CDMU Templates Additional Info Docs
CDMU Templates Pre-arb Non Fraud CC
CDMU Templates Pre-arb Non Fraud CASA
CDMU Templates VALID Dispute CC
CDMU Templates VALID Dispute CASA
CDMU Templates Pre-arb >45bd
CDMU Templates Pre-arb no response
CDMU Templates Beyond120days filing periodCASA
CDMU Templates Beyond120days filing periodCARD
CDMU Templates Merchant Reversal
CDMU Templates 15 days waiting period
Description
Dispute Case- Case Creation Notification
Notification that the Field Trip Batch process has completed
Description
Description
Pending customer reply < 5 days
Documents Acknowledgement
Reminder
Additional Info Docs
Pre-arb Non Fraud CC
Pre-arb Non Fraud CASA
VALID Dispute CC
VALID Dispute CASA
Pre-arb >45bd
Pre-arb no response
Beyond120days filing periodCASA
Beyond120days filing periodCARD
Merchant Reversal
15 days waiting period
Subject : Dispute - Case Number: <Case Number> <Customer Name>
Dear <Customer Name>
This is regarding to your report of a cancelled transaction with case number: <case number>
So we may address your concern raised, please send us copies of any of the following information to support your claim and d
1. Merchant Name:
2. Date of Transaction:
3. Amount Disputed:
4.Cancellation Date and Reason:
5.Cancellation Memo from merchant (If credit has been issued by merchant):
6. Invoice signed by the merchant upon receipt of the goods (If items are returned to the merchant):
7. Proof of attempt to cancel transaction with merchant:
Important information regarding the investigation of your dispute:

- Investigation will start upon the receipt of the signed Cardholder Dispute Form and supporting documents
- Kindly send via email the signed Cardholder Dispute Form and supporting documents to ubp.carddispute@unionbankph.com
- Investigation may take up to 45 banking days or longer but the Bank shall notify you of the updates
- For Credit Cards- A dispute fee in the amount of PHP1,000 will be charged to your credit card if the dispute is found invalid
Subject Dispute - Case Number: <Case Number> <Customer Name>
This is regarding to your reported transaction dispute with case number: <case number>
1. Merchant Name:
3. Amount Disputed:
4. Proof of payment through other means (i.e. cash receipt, cardholder copy of other credit transaction receipt.):

n to support your claim and details of the transaction:
saction receipt.):
rddispute@unionbankph.com within the next 5 calendar days so we may proceed with the investigation.
the dispute is found invalid

This is regarding to your reported disputed transaction with case number: [!Case.CaseNumber}.
1. Merchant Name:
3. Amount Disputed:
4. Description of services to be rendered and when the services/merchant item are to be provided:


This is regarding to your reported disputed transaction with case number: [!Case.CaseNumber}.
1. Merchant Name:
2. Date and Time of Transaction:
3. Amount Disputed:
4. Transaction Reference Number (transaction for dispute)


This is to inform you that as of this writing and further to our message dated XXXX, we have not received the
requested documentation to support the disputed transaction/s raised with case number: [Case Number] on
your UnionBank credit card.
In view of the above, we will reverse the provisional credit previously issued on your account.
Please reach out to our UnionBank Customer Service at XXXX so we may assist you in re-filing the dispute.
Afterwhich, we will again send a message to remind you to submit the required or supporting
documentation within 5 calendar days therafter so we may proceed with the investigation as applicable.
Thank you.
Note : This is a system generated advise. No response needed.
Thank you.
Sincerely yours,
Card Dispute Management Unit

UnionBank of The Philippines
Thank you for providing the supporting documents. This will be subject for review.
If you have further inquiries regarding the subject Dispute Case Number, you may send a
reply to this email or you may call our UnionBank Customer Service hotline at 8841-
8600.
Thank you.
Note : This is a system generated advise. No response needed.

We write in reference to the dispute you raised on your UnionBank credit card with Dipsute Case
Number: [Case.CaseNumber].
We wish to remind you to submit the required supporting documentation within five (5) calendar days
from the date the dispute was filed.
Please be advised that we cannot proceed with the investigation without the complete supporting
documentation.
If you have any questions or concerns about the subject Dispute Case Number, your may call our
UnionBank Customer Service XXXX.
We appreciate your prompt attention on this matter.
Thank you.

We write in reference to Dispute Case Number XXXX, which you raised on your UnionBank Credit Card number ending in XXXX
Further to the investigation, we have identified the issue as <Applicable Dispute Reason>. To
facilitate the dispute process for the specific case in question, may we request for you to submit
the following information and documentation within three (3) calendar days from the date of this
e-mail.
<List down documentation Required>

• Expected date of Service
Please be advised that we cannot continue with the investigation without the complete
supporting documentation.
If you have any questions or concerns about the subject Dispute Case Number, your may call our
UnionBank Customer Service XXXX.
Thank you.
Note : Please do not change subject when forwarding/replying to this email.

ard number ending in XXXX.
Subject: Dispute - Case Number: <Case Number> <Customer Name>
We are writing to update you about the disputed transaction/s made using your UnionBank Card:
Please see the attachment for the response received from the merchant for your review.
Should there be further concerns on their response and you would want to proceed with the
dispute, please respond to this email within the next 5 banking days. Your response should address
the points raised in the merchant's documentation, and you may include any additional supporting
documentation that reinforces your claim, if applicable.
Please be aware that failure to respond within the specified time frame will be considered as an
automatic acceptance of the transaction's validity. This may result in the corresponding re-posting of
the transaction to your account.
Should you wish to pursue your dispute, kindly provide additional documentation to support your
claim and contact us at our UnionBank Customer Service hotline XXXX or our toll free number 1-800-
1888-2277 or send an email to customer.service@unionbankph.com.

Please see the attachment for the response received from the merchant for your review.
Should there be further concerns on their response and you would want to proceed with the
dispute, please respond to this email within the next 5 banking days. Your response should address
the points raised in the merchant's documentation, and you may include any additional supporting
documentation that reinforces your claim, if applicable.
Please be aware that failure to respond within the specified time frame will be considered as an
automatic acceptance of the transaction's validity.
Should you wish to pursue your dispute, kindly provide additional documentation to support your
claim and contact us at our UnionBank Customer Service hotline XXXX or our toll free number 1-800-
1888-2277 or send an email to customer.service@unionbankph.com.

We are pleased to inform you that the dispute has been resolved in your favor. The previously
credited amount for the disputed transactions has now been made permanent and is reflected in
your account. If you have further questions or concerns on the subject Dispute Case Number, you
may call our UnionBank Customer Service hotline XXXX.
Thank you.

We are pleased to inform you that the dispute has been resolved in your favor. The contested
transactions will be credited to your account within the next 5 banking days. If you have further
questions or concerns on the subject Dispute Case Number, you may call our UnionBank Customer
Service hotline XXXX.

We would like to inform you that your dispute case is still in progress, and would require more time
to complete the investigation.
We will provide updates at the earliest opportunity.
We apologize for any inconvenience this may have caused.

We regret that we have not yet received your response to our email sent on ____. As indicated in
our previous communication, non- receipt of your response within the specified time frame implies
your automatic acceptance of the transaction's validity with a corresponding re-posting of the
transaction to your account ( as applicable ).
The case will now be closed in favor of the bank. If you have further questions or concerns on the
subject Dispute Case Number, you may call our UnionBank Customer Service hotline XXXX.

After the investigation on the abovementioned disputed transaction/s, we regret to inform you
that the claim has been denied. The reason for denial is "Past Chargeback Time Limit, and no
chargeback rights against this transaction/s." It is important to note that the allowable timeframe
for filing a dispute is 60 days from the transaction date.
We recommend reaching out to the merchant directly to coordinate for a faster resolution to your
dispute. If you have further questions or concerns on the subject Dispute Case Number, you may
call our UnionBank Customer Service hotline XXXX.

After the investigation on the abovementioned disputed transactions, we regret to inform you that
the claim has been denied. The reason for denial is "Past Chargeback Time Limit, and no
chargeback rights against this transaction." It is important to note that the allowable timeframe for
filing a dispute is 60 days from the transaction date. This may result in the corresponding re-
posting of the transaction to your account.
We recommend reaching out to the merchant directly to coordinate for a faster resolution to your
dispute. If you have further questions or concerns on the subject Dispute Case Number, you may
call our UnionBank Customer Service hotline XXXX.

Kindly note that a merchant-initiated reversal has been processed and posted to your account on
____.
If you have further questions or concerns on the subject Dispute Case Number, you may send a
response to this email or you may call our UnionBank Customer Service hotline XXXX.

Regarding the subject Dispute Case Number, kindly await the credits on your account within 15
calendar days from your cancellation date or credit advice date, as per Visa/Mastercard dispute
processing requirements. If no credits are received after this waiting period, kindly call our
UnionBank Customer Service hotline XXXX and we will gladly assist you on the status of the credits.


SF Email Templates - CESG + CDMU

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SF Email Templates - CESG + CDMU

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For Deletion or update if new folder is not doable

Add to CDMU Templates Folder

Template Folders Name

Template Folders Name

Dear <Customer Name>

Important information regarding the investigation of your dispute:

Dear <Customer Name>

Important information regarding the investigation of your dispute:

the dispute is found invalid

Dear <Customer Name>

Important information regarding the investigation of your dispute:

the dispute is found invalid

Dear <Customer Name>

Important information regarding the investigation of your dispute:

the dispute is found invalid

Dear <Customer Name>

Note : This is a system generated advise. No response needed.

Card Dispute Management Unit

Dear <Customer Name>

Card Dispute Management Unit

Dear <Customer Name>

We appreciate your prompt attention on this matter.

Card Dispute Management Unit

Dear <Customer Name>

<List down documentation Required>

Card Dispute Management Unit

Dear <Customer Name>

Card Dispute Management Unit

Dear <Customer Name>

Card Dispute Management Unit

Dear <Customer Name>

Card Dispute Management Unit

Dear <Customer Name>

Card Dispute Management Unit

Dear <Customer Name>

We will provide updates at the earliest opportunity.

We apologize for any inconvenience this may have caused.

Card Dispute Management Unit

Dear <Customer Name>

Card Dispute Management Unit

Dear <Customer Name>

Card Dispute Management Unit

Dear <Customer Name>

Card Dispute Management Unit

Dear <Customer Name>

Card Dispute Management Unit

Dear <Customer Name>

Card Dispute Management Unit

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