PCard Program

Troubleshooting and Maintenance

 

 
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Troubleshooting

We are ready to serve you. You may experience some common experiences. Please review the following troubleshooting suggestions.

Card Denied

There are occasions when a cardholder may attempt to purchase an item and the transaction will be denied. In most cases, the information regarding the reason for the denial will be available at the time the purchase is attempted. Some of the most common reasons for denial are:

  1. The purchase amount is greater than the cardholder’s available limit. In this case, please submit a form request to Increase Your Limit .
  2. The vendor’s card reader is not working properly. In this case, please request that the vendor phone the bank for authorization.
  3. The vendor asked for the billing address and the information provided by the cardholder does not match what is on file with JP Morgan Chase.
  4. The cardholder has not activated his/her p-card.
  5. The vendor is classified under a merchant category code (MCC) that is blocked from use.
  6. On phone orders, the vendor has incorrectly noted the card number and/or expiration date.
  7. The transmission between the vendor and JP Morgan Chase is down. The vendor should attempt the transaction later.
  8. Your card has been placed on hold due to unusual activity. See the Fraud & Security section for more details.

Billing Discrepancies & Returns

Cardholders are responsible for resolving discrepancies with the vendor and requesting that any credit or additional charges be generated for the next billing cycle. If the cardholder is unable to resolve the discrepancy, he/she must fully document the situation and process a dispute form, which can be received by contacting JP Morgan Chase. Disputes must be submitted to JP Morgan Chase within 60 days of the original transaction date.

When you have returned an item, you are responsible for assuring that a credit appears on a future date. When the credit appears, the cardholder should post the credit to the same FOAP that the original charge was posted to.

Lost or Stolen Card

If a p-card has been lost or stolen, the cardholder must immediately contact JP Morgan Chase  by calling the phone number on the back of the purchasing card to request that the account is closed and a replacement card be issued. A replacement card should arrive within 7 to 10 business days after the replacement request. If the original p-card is found after it has been replaced, the cardholder should shred the original p-card. Continue to review all transactions and report any discrepancies with the card company.

Helpful information needed when contacting JP Morgan:

  1. Cardholder name
  2. P-card account number
  3. Estimated date that the card was lost or stolen
  4. List of the last 3-4 verified transactions

Increase Your Limit

Whether a cardholder needs a temporary, permanent, or emergency credit limit increase, a Purchasing Card Credit Increase Request will have to be completed and emailed to pcard@acu.edu. If an emergency credit limit increase is needed, please call the Accounts Payable Specialist to expedite the process.