Answer:
You can take the claim and start it because you have limited time to handle the claim. You can tell the consumer the bank has 10 business days to resolve this before the consumer gets provisional or final credit and it usually takes that long. You can tell them it may be faster if they go to the merchant who may be able to immediately refund the disputed amount. If they do that, ask that they please let you know so the claim can be closed. Merchants help customers before they help banks. But in no way should you tell them they should go to the merchant first or as a condition of filing a claim.
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