Procurement Card Troubleshooting Guide

Billing Address

Suppliers frequently ask for the Billing Address as a verification that the person placing the order is actually the Cardholder. If the billing address information does not exactly match that on file with the bank, the card declines.

To look up the billing address

Cardholders and/or Delegates can verify the billing address for a specific Procurement Card in the Expense System by looking under Profile > Expense Information.

To change billing address

To update the Cardholder's billing address, complete a Procurement Card Update form and fax it to the PSC.

Credit Transactions

Where relevant, Cardholders should discuss with the merchant the possibility of exchanges, returns, and credits for specific items ordered.

Some situations may not require a credit transaction, for example:

  • An exchange of like items (e.g., same article in a different color).

If the Cardholder decides to return or exchange an item, he or she should:

  • Make arrangements with the merchant before shipping the item back.
  • Ensure that the merchant does not attempt to refund cash for a Procurement Card return. The issuing of a cash refund is a vendor violation; the acceptance of cash by the Cardholder is a Cardholder violation.
  • Document all returns and exchanges, as this information may be needed in case of subsequent formal dispute.



If you attempted to use your Procurement Card and the transaction was declined, you should contact US Bank (1.800.344.5696) for information. You will need the last four digits of your employee ID#.

The most common reasons for a declined transaction are:

  • Cardholder did not activate the card (Cardholder should now do so);
  • Cardholder has reached one of his or her transaction limits (Dollar limits per transaction or cycle, or daily transaction number.);
  • Vendor is classified under a merchant category code (MCC) that is blocked from use (Cardholder should ask vendor to identify the company's MCC);
  • Vendor asked for the billing address and the information provided by the Cardholder does not exactly match that on file with the bank (Cardholder should verify his or her billing address);
  • On phone orders, vendor has incorrectly noted the card number and/or expiration date (Cardholder should verify information); or,
  • The transmission between the vendor and the bank is down (vendor should try again later).

Disputing a Transaction

The Cardholder can formally dispute the following situations with US Bank:

  • Unauthorized charges, including unauthorized phone or mail order charges;
  • Difference in dollar amount authorized and amount charged;
  • Duplicate charges;
  • Actual Cardholder transaction that Cardholder is challenging for some other reason;
  • Account not yet been credited in the Expense System but vendor has issued a credit voucher, or said that they will issue a credit, to the Cardholder;
  • Merchandise not received;
  • Merchandise returned;
  • Merchandise defective;
  • Unrecognized charges; or,
  • Altered charges.

The Cardholder must file a formal written dispute with US Bank within 60 days of the end of the cycle (24th of the month) in which the transaction appeared.

To initiate the dispute process, the Cardholder should contact US Bank (1.800.344.5696). The dispute representative will then instruct the cardholder on how to continue the dispute process.

Fraudulent Charges

Fraudulent transactions may be initiated when Procurement Card is lost or stolen. In this case, it is critical for the Cardholder to report the loss or theft immediately.
Fraudulent transactions may also result when an individual deliberately makes personal purchases on the Procurement Card.

There are several procedures that help address, and reduce, the possibility of fraudulent transactions:

  • MasterCard transaction notification email. Transactions billed by MasterCard are downloaded into the Expense System, which emails notifications to Cardholders. Every Monday, a list of the previous week's transactions (including vendor name and dollar amount) is emailed to Cardholders and Approving Officials. These emails are a first line of defense to ensure the integrity of the departmental procurement card program and to minimize liability in case of fraudulent use of a card. Email recipients should carefully review each transaction notice to ensure that it represents a valid University purchase.
  • Cardholders are required to present, and Approving Officials are required to review, documentation for each transaction to assure that each item being purchased is for University business.
  • Cardholders are required to report inadvertent personal use of a Procurement Card and to arrange credit from the vendor, or reimburse the University, immediately (within 48 hours of the transaction entering the Expense System).
  • Personal purchases not reported by Cardholders to their AOs within the 48-hour time period will be considered Suspected Fiscal Misconduct and may result in termination and possible prosecution. Any suspected fiscal misconduct or abuse of the card for personal purchases must be reported to both the PSC and the CU System Office of Internal Audit.

The department is liable for all purchases made by its Cardholders. If the Approving Official suspects that a Cardholder is making fraudulent purchases, he or she must act quickly in order to protect departmental funds. MasterCard has a Liability Protection Program to protect CU against employee fraud. Under this program, specific timeframes and circumstances must be met in order to qualify for protection. Contact the PSC for further details.

International Orders

Purchases of supplies and equipment from companies located outside the United States can present unique requirements.

Dollar limits and procurement methods (i.e., Procurement Card, Department Purchase Order, or PO Requisition) are the same as for goods and services purchased inside the United States. These methods are described in the Purchasing section of this site?

Currency Exchange Rates

Prices quoted by international companies are frequently in currencies of their own country of origin. These must be translated into an approximate value in United States Dollars (USD) for the department's Department Purchase Order or PO Requisition. Currency Exchange Rates are available online.

The estimated USD amount should be used in the department's Department Purchase Order or PO Requisition, along with a note in the Comments field referencing the foreign currency amount and the currency rate used for the conversion. Since exchange rates vary daily, the USD amount entered is only an estimate: the current exchange rate would be used to pay the invoice when it arrives. Payment is accomplished through the PSC Payable Services, usually through an Electronic Funds Transfer (EFT).

Equipment Arrival, U.S. Customs and Customs Brokers

Upon arrival in the Unites States, international orders must often be cleared through U.S. Customs before delivery to the University. The University's Identifier Number with Customs is our FEIN # 84-6000555. If the shipment is small, and is sent via one of the air courier services such as Federal Express or DHL, the carrier will frequently handle clearance through Customs and include charges for this service on their invoice. If the shipment is large, and is not through one of the air courier services, then the University must arrange for clearance through Customs using a Customs Broker.

The University uses several Customs Brokers including, but not limited to:

Gateway Custom House Broker Ltd.

4755 Paris St.
Denver, CO 80239
Phone 303.371.7868 Fax 303.371.7908

Charles M. Schayer & Co.

3839 Newport St.
Denver, CO 80207
Phone 303.399.5160 Fax 303.329.9604

Charges including U.S. Customs Duty and Duty-Free Delivery

The Customs Broker will have some minimal charges for their services and related paperwork which can be paid using the Procurement Card. In addition, U.S. Customs assigns a Classification Number to the shipment according to the Harmonized Tariff Schedule. The Classification Number frequently has a duty associated with it, reflected as a percentage of the equipment value, which must be paid before the shipment can be cleared.

For large-dollar equipment purchases, the user can consider completing and submitting Form ITA-338P: Request for Duty-Free Entry of Scientific Instruments or Apparatus. After preliminary approval - usually within four to six weeks of receipt of the application - Customs assigns the application a Docket Number. This needs to be provided upon the shipment's arrival in the U.S. in order for the Duty to be waived. (Final approvals of the application can take several months and must be made by the Department of Commerce and Customs.) Additional information is available on the Department of Commerce web site.

Lost or Stolen Cards

Lost or stolen Procurement Cards must be reported immediately to:

US Bank Call 1.800.344.5696.

Mis-reallocated Transactions

A mis-reallocated transaction is a transaction that has already been allocated and itemized but now needs to be changed to a different SpeedType or Account.

Depending on the situation, there are two possible ways to make the correction

  1. If the transaction has not yet been submitted on an expense report, the SpeedType and Expense Type (Account) can be changed in the Expense System.
  2. If the transaction has already been downloaded to the Finance System, then the change must be made in the Finance System using a Journal Entry (JE).

Tax-exempt Status Proof

Obtain a copy of the University of Colorado tax-exempt certificates.

Unrecognized Charges

Unrecognized Transactions

Unrecognized transactions should be investigated as follows:

  • Cardholder is asked to provide documentation on the transaction.
  • If Cardholder does not recognize the transaction, he or she contacts US Bank (1.800.344.5696) immediately to review recent transactions associated with this card. If fraudulent use of the card is suspected, Cardholder reports the card lost or stolen.

Procurement Card Information on Financial Statements

Procurement Card information from the Expense System is identifiable on financial reports by the Journal Source Code: ESP (Expense System Procurement Card).