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Resolve Disputes

    • Last Updated: 01/29/2018
    • Effective Date: 04/01/2017

    Policy Statement
    University of Georgia p-card holders are responsible for monitoring all transactions related to their p-card in a timely manner. Discrepancies with p-card purchases may arise related to incorrect pricing, delivery problems, incorrect items received, damaged items, or others. The p-card holder is responsible for disputing incorrect transactions and ensuring that discrepancies are appropriately resolved.
    Reason for policy
    To provide guidance to cardholders on the proper method of resolving disputes in relation to p-card transactions
    Section 10.0 of the UGA P-Card Manual provides detailed  procedures for resolving disputes.  Most disputes can be resolved by calling the vendor and having them issue a credit back to the p-card account.  If the vendor fails to promptly credit the account, the cardholder should file a dispute with Bank of America.  Note that the dispute must be filed within sixty (60) days of the billing issue date.   The p-card holder should never accept cash, store credits, or gift cards in lieu of a credit to the p-card account.
    Additional contacts

    Bank of America – Mr. Jordan Johnson

    Phone: 888-715-1000, Ext 22119  Email:


    Responsible University Senior Administrator: Vice President for Finance & Administration 

    Responsible University Administrator: Procurement Officer 

    Policy Owner: Procurement 

    Policy Contact: Sam Chafin, Lynn Stephens 

    Phone Number: 706-542-2361 

    Responsibilities: The cardholder is responsible for resolving disputes with the vendor and may file a dispute with Bank of America if the vendor fails to promptly resolve the issue. 

    Responsibilities: The cardholder is responsible for sending a copy of the completed dispute form to the P-Card Coordinators and the individual responsible for compiling the reconciliation package.  The cardholder should also add a comment in WORKS™ noting that the charge has been disputed and that either a credit is expected or that a dispute form has been faxed to the bank.

    Record Retention

    Series documents administration of credit cards and P-Cards issued to institutional staff and units. Records may include: applications; master monthly billing statements; individual card holders' statements; billing summaries; printouts including vendor analysis by code; number of charges and stores; use summaries; related correspondence.

    Retention:  7 years, BOR 0472-03-013

    For expenditures processed with grant funding, all documentation should be retained for the life of the grant plus seven (7) years.  0472-09-006


    Question 1. Are fraudulent charges disputed?

    Answer 1. No, fraudulent charges should be reported by  calling the Bank of America (1-866-500-8262) within 24 hours of discovering the fraudulent use.  The Cardholder's Approving Officials and the Pcard Coordinators in Procurement must also be notified immediately in writing.  In the email be sure to reference the last four digits only of the current card number.  Provide a brief summary of what has occurred, listing transaction details for fraudulent charges.  After reporting the compromised card to the bank and UGA officials the card must be destroyed if it is present.

    UGA P-Card Manual

    Date Reviewed: 02/09/2018