Error Resolution with Merchants

Errors on receipts from on and off-campus Merchants should be first addressed with that Merchant. In addition, if Cardholder is unable to resolve error with the Merchant, follow the steps below:

1. Errors on receipts must be reported to the GOCard Office no later than 60 days after the error appears. Errors that are reported orally must be followed by a written notification within 10 business days.
2. Cardholder name, identification number, transaction description, transaction date and dollar amount must be provided when errors are reported.
3. The GOCard Office will investigate recorded errors. The results of the investigation will ordinarily be made available within 10 business days of notification; however, if needed the University may take up to 45 days to conduct the investigation.
4. The GOCard Office will correct errors within 24 hours of determination and Cardholders will be notified. If no error is found, a written explanation will be provided within 3 business days after the close of the investigation.
5. In the event a Merchant places a hold or deducts an amount different from the amount of purchase(s), the GOCard Office will work with the Cardholder and the Merchant to address the discrepancy.
6. Copies of any documentation considered by the University during the investigation will be provided upon written request.