Why would Diners Club decline any charges?
1. The establishment may receive certain EDC (Electronic Data
Capture Terminal) messages or could be asked to phone Diners
Club for the following reasons:
- This could be a security check to validate that the cardholder
is present
- The charge could exceed the establishment’s floor
limit
- The electronic link between the EDC machine, the bank
and Diners Club has not been connected and requires a “voice
authorisation”.
2. The establishment asks for another method of payment:
- If the establishment has a Diners Club decal displayed
in the store it is bound by agreement to accept the card.
The cardholder should insist that the card is used and processed
manually.
3. The charge is declined by Diners Club:
- The card has not been paid and is in arrears for 30 days
or more.
- The cardholder will obviously be embarrassed and inconvenienced.
4. Telkom lines are down.
Renewal of cards
- Cards have expiry dates imprinted on the face of the card.
- Members should always bear in mind when their card will
expire.
- Cards are valid for a period of two years.
- If a card is lost/ stolen/ damaged or replaced, the renewal
period can be reduced to one year.
- Unless otherwise notified, Diners Club will forward renewal
cards to the original postal address / delivery instructions
received.
- Ensure these details are always updated.
Reconciling a Diners Club Invoice
Diners Club is continuously on the look out for ways to make
the busy lives of our clients and partners a little simpler.
To this end, we have created a user-friendly training manual
that provides details on how to understand and reconcile a
Diners Club invoice, as well as answering some common questions.
 How
to reconcile your Diners Club Account (735 KB)
Disputes over items appearing on invoices
Airline Refunds:
- Only upon receipt of a valid refund application from the
travel agent will the transaction be placed under query.
- A query indicator is placed against the charge for a six
week period and no interest will be calculated on that amount.
- When the airline refunds Diners Club the credit amount
will appear against the charge.
- In the event that no credit is passed Diners Club will
debit the account with interest from the date of transaction.
- It is the responsibility of the travel agent to follow
up refunds with the airline.
- Airlines charge a fee so the refund amount may differ.
Other disputed charges :
- Immediately advise Diners Club in writing whereupon we
will place the transaction under query
.
- Proof of the disputed charges will be requested from the
respective establishments.
- The facility is only available for a period of six months
from the transaction date and a R50.00 charge is levied
for local charges queried and R120.00 for international
charges queried.
Reconciling Invoices
If you or the cardholder do not recognise the name of the establishment
it may be that the establishment has recently changed name or
details and the Electronic Data Capture (EDC) terminals has
not been updated. Often establishments trade under a different
name as to the one they are registered as:
- Diners Club can request documentation/ proof of charge
from the establishment. A period of 15 days should be allowed.
When incorrect transactional information appears on the invoice:
- Diners Club does not capture any information therefore
we cannot provide further details (it comes from the establishment.)
Invoices have been received but the charge does not reflect
on the invoice:
- From time to time a delay may occur in the transmission
of the bank tapes to Diners Club. It is not advisable to
pay those amounts until they are reflected on the invoice
as the amount is not yet due.
Old charges appearing on invoices:
- On occasion Diners Club receives the magnetic tape from
the bank some time after the transaction has occurred.
Charges appear on the invoice but no information has been received
from the Travel Agent:
- It is imperative that the invoices generated by the Travel
Agent are provided to the company. Diners Club does not
receive any supporting documentation from the Airline, Travel
Agent, Car Rental Company and Hotel.
Online Transactions
As of 26 February 2007, Diners Club is able to supply detailed
information on all 1Time transactions made over the Internet.
This comes in addition to being able to provide information
on FlySAA.com transactions which was achieved last year August.
Similarly with the FlySAA.com transactions, besides the date
of transaction and amount, we are now able to provide passenger
names and ticket numbers, for all those clients booking flights
on 1Time.co.za. This will assist with the reconciliation of
Diners Club invoices against TMC invoices.
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