{ "model": "grayson-1", "context": { "member": { "member_id": "mem_20417", "member_since": "2018-05-22", "home_address_on_file": "1427 Alder Ct, Dayton, OH", "phone_on_file": "x0148, unchanged since 2022-03-09", "email_on_file": "unchanged since 2021-11-02", "products": [ "Checking x3307", "Savings x3315", "Visa debit card x4821" ] }, "card": { "card": "Visa debit card x4821", "issued": "2025-07-14", "status": "Active", "mobile_wallet": "Provisioned to the member's iPhone on 2025-07-16", "network_alerts": [ { "date": "2026-08-27", "type": "Compromised-account alert from the card network", "detail": "Card number and expiration date exposed in a data breach at an online retailer (not the disputed merchant)" } ] }, "spend_profile_12_months": { "card_transactions": 418, "typical_amount_usd": "6 to 150", "largest_before_dispute_usd": 389, "card_not_present_share_pct": 34, "top_categories": [ "Grocery", "Fuel", "Restaurants", "Online retail", "Streaming subscriptions" ], "countries": [ "US" ] }, "history_with_disputed_merchant": [ { "date": "2025-12-06", "amount_usd": 74.99, "authentication": "3-D Secure, frictionless", "ip": "198.51.100.24", "ship_to": "Home address on file", "disputed": false }, { "date": "2026-04-18", "amount_usd": 129, "authentication": "3-D Secure, frictionless", "ip": "198.51.100.24", "ship_to": "Home address on file", "disputed": false } ], "prior_disputes": [ { "filed": "2025-12-29", "merchant": "Online apparel retailer", "amount_usd": 212.4, "reason": "Merchandise not received", "outcome": "Credited; merchant did not respond to the chargeback" }, { "filed": "2026-05-11", "merchant": "Meal kit subscription", "amount_usd": 89.99, "reason": "Recurring charge after cancellation", "outcome": "Credited; merchant accepted the chargeback" } ], "digital_banking": { "known_devices": [ { "device": "iPhone, mobile banking app", "first_seen": "2024-02-11" }, { "device": "Windows laptop, Chrome", "first_seen": "2022-09-03" } ], "usual_ip": "198.51.100.24 (home internet provider, Dayton, OH; 214 logins in the last 12 months)", "profile_changes_last_90_days": "None", "events": [ { "ts": "2026-09-12T23:41:05Z", "type": "login", "device": "iPhone, mobile banking app", "ip": "198.51.100.24" }, { "ts": "2026-09-13T00:19:44Z", "type": "login", "device": "iPhone, mobile banking app", "ip": "198.51.100.24" }, { "ts": "2026-09-16T12:03:10Z", "type": "login", "device": "iPhone, mobile banking app", "ip": "198.51.100.24" }, { "ts": "2026-09-22T22:47:31Z", "type": "login", "device": "Windows laptop, Chrome", "ip": "198.51.100.24" }, { "ts": "2026-09-30T13:15:00Z", "type": "statement_available", "detail": "September statement, which lists the disputed purchase" }, { "ts": "2026-10-01T14:58:12Z", "type": "login", "device": "iPhone, mobile banking app", "ip": "198.51.100.24" } ] }, "disputed_transaction": { "authorized": "2026-09-13T00:02:17Z", "posted": "2026-09-14", "merchant": "Online electronics retailer", "merchant_category": "5732 Electronics stores", "merchant_country": "US", "amount_usd": 1149, "channel": "Card not present, e-commerce", "card_details": "Card number keyed at checkout (not the mobile wallet)", "avs_result": "Full match", "cvv2_result": "Match", "three_d_secure": { "result": "Authenticated after a challenge (ECI 05)", "challenge": "One-time code sent by SMS to the phone on file (x0148) at 2026-09-13T00:01:02Z; the correct code was entered at 00:01:49Z on the first attempt", "device": "iPhone, mobile Safari", "ip": "198.51.100.24", "ship_to": "Home address on file", "bill_to": "Home address on file" } }, "claim": { "filed": "2026-10-01T15:22:00Z", "channel": "Phone", "reason_selected": "Unauthorized transaction", "amount_usd": 1149, "card_in_possession": true, "card_reported_lost_or_stolen": false, "cardholder_statement": "I did not make this purchase. I've never shopped at that store and I don't know what was bought. My card has been in my wallet the whole time and nobody else uses it. That charge took most of my rent money and I need it back.", "agent_notes": "Member says no one else has access to the card or phone. No suspicious calls or texts, never shared a code with anyone. Asked about the verification text on 9/12: member doesn't remember getting one. Merchant evidence not yet requested." } }, "questions": { "claim_type": { "type": "choice", "instructions": "Which explanation best fits the transaction or transactions the cardholder is disputing?", "options": { "first_party": "First-party (friendly) fraud: the cardholder made or agreed to the transaction and is knowingly claiming they didn't", "account_takeover": "Account takeover: someone else got into the cardholder's online banking, phone, email or mobile wallet and used the card through that access", "stolen_card": "Third-party fraud with a lost, stolen or counterfeit card or stolen card details, without access to the cardholder's other accounts", "authorized_or_merchant": "Not fraud: the transaction was authorized, and the cardholder doesn't recognize it or has a problem with the merchant (an unfamiliar billing name, a purchase by someone they let use the card, a subscription, goods not received)" } }, "authorized_likelihood": { "type": "score", "instructions": "How likely is it that the cardholder made the disputed transaction or transactions, or let someone else make them with their card?", "levels": [ "Very unlikely (under 10%)", "Unlikely (10-40%)", "Uncertain (40-60%)", "Likely (60-90%)", "Very likely (over 90%)" ] }, "records_contradict_claim": { "type": "noul", "instructions": "Do the institution's own records contradict what the cardholder says in the claim?" }, "resolution": { "type": "choice", "instructions": "How should the institution resolve this unauthorized-transaction claim at intake?", "options": { "approve": "Approve the claim now: credit the amount permanently and close it as unauthorized", "provisional_credit": "Give provisional credit and investigate further before deciding", "deny": "Deny the claim and send the cardholder a written explanation with the evidence that the transaction was authorized" } } } }