Disputing a Transaction
The customer calls to report an unfamiliar or incorrect charge on their statement and initiate a dispute investigation.
客户致电报告账单上不熟悉或不正确的费用，并启动争议调查。
对话
聆听并跟进对话
词汇
对话中的必备词汇和短语
transaction
A transaction is a financial exchange, like buying something with your credit card. Use it when talking about purchases or payments on your bank statement.
交易是一种金融交换，例如使用信用卡购买某物。在谈论银行对账单上的购买或付款时使用它。
statement
A statement is a monthly summary of your credit card account showing all charges and balances. It's useful when discussing billing issues.
对账单是您的信用卡账户的月度摘要，显示所有费用和余额。在讨论计费问题时很有用。
disputing
Disputing means formally challenging or questioning a charge you believe is wrong. Say this when reporting unauthorized transactions to a bank.
争议意味着正式挑战或质疑您认为错误的费用。在向银行报告未经授权的交易时，请说这个。
account number
An account number is the unique identifier for your credit card or bank account. Provide it when customer service needs to access your details.
账户号码是您的信用卡或银行账户的唯一标识符。在客户服务需要访问您的详细信息时提供它。
charge
A charge is the amount of money deducted from your account for a purchase. It's commonly used in billing conversations.
扣款是指从您的账户中扣除的购买金额。它通常用于计费对话中。
affidavit
An affidavit is a sworn written statement used in disputes to confirm facts. You'll need to complete one for formal investigations.
宣誓书是一种在纠纷中用于确认事实的经宣誓的书面声明。您需要为正式调查完成一份。
investigation
An investigation is a formal review to check if a charge is valid. Banks use this process for disputes, which can take time.
调查是一种正式审查，以检查收费是否有效。银行使用此过程处理争议，这可能需要时间。
temporary credit
Temporary credit is a provisional refund added to your account while a dispute is resolved. It's helpful to ask for this during investigations.
临时信用是一种临时退款，在争议解决期间添加到您的账户中。在调查期间请求此项很有帮助。
关键句型
需要记住和练习的重要短语
I'm calling about a transaction on my recent credit card statement that I don't recognize.
This sentence introduces the problem clearly at the start of a call. It's useful for customer service inquiries; note the structure: 'I'm calling about [topic] that [description]' to explain your issue politely.
这个句子在通话开始时清楚地介绍了问题。它对于客户服务查询很有用；注意结构：'I'm calling about [topic] that [description]' 来礼貌地解释您的问题。
Can I please have your full name and account number to pull up your details?
This is a polite request for information in service roles. Use 'Can I please have [item]' for courteous asking; 'pull up' means to retrieve information from a system.
这是服务角色中礼貌地请求信息的表达。使用 'Can I please have [item]' 来礼貌地询问；'pull up' 意味着从系统中检索信息。
Could you please specify the transaction you're disputing, including the date and the amount?
This asks for specific details in a professional way. 'Could you please [verb]' is a polite form; it's useful when needing more info, and 'specify' means to give exact details.
这是一种专业的方式来请求具体细节。'Could you please [verb]' 是一种礼貌的形式；当需要更多信息时很有用，而 'specify' 意味着提供确切的细节。
I'm initiating a dispute investigation for you right now.
This confirms action being taken. 'Initiating' means starting; use this to assure customers in service scenarios. The present continuous 'I'm initiating' shows immediate action.
这确认了正在采取行动。「Initiating」意味着开始；在服务场景中使用此来安慰客户。目前进行时「I'm initiating」显示即时行动。
We'll send you an affidavit to complete, and once we receive it, the investigation typically takes 30 to 60 days.
This explains the process and timeline. 'We'll [future action]' for promises; 'once [condition], [result]' shows sequence. Useful for informing customers about procedures.
这解释了流程和时间线。「We'll [future action]」用于承诺；「once [condition], [result]」显示序列。有助于向客户告知程序。
A temporary credit for the disputed amount will be applied to your account within 5-7 business days.
This reassures about a benefit during investigation. Passive voice 'will be applied' is common in formal explanations; 'within [time]' means not exceeding that period. Ask this in disputes.
这能让人在调查期间对利益感到安心。被动语态 'will be applied' 在正式解释中很常见；'within [time]' 意味着不超过该时期。在争议中询问这一点。
Is there anything else I can assist you with today?
This is a standard closing question in service calls to check for more needs. Use it to end conversations politely; 'assist you with' means help with something specific.
这是服务电话中标准的结束问题，用于检查更多需求。使用它来礼貌地结束对话；'帮助您'意味着帮助具体的事情。