Chargeback Timeframes And Reason Codes - Merchantservices.chase

USER GUIDE CHARGEBACK REASON CODES21The Card Member claims the goods / services were cancelled / expired or theCard Member has been unsuccessful in an attempt to cancel the goods /services. Please issue Credit, or provide a copy of your cancellation policy orcontract signed by the Card Member and discontinue future billings.24The Card Member claims the goods received are damaged or defective andrequests return authorization. If a return is not permitted, please provide acopy of your return or refund policy.59The Card Member requests repair or replacement of damaged or defectivegoods received. Please provide return instructions and make the appropriaterepairs, or provide a copy of your return/replacement policy and explain whythe goods cannot be repaired/replaced.61The Card Member claims the referenced Credit should have been submittedas a Charge. Please submit the Charge or provide an explanation of whyCredit was issued.62The Card Member claims the referenced Charge should have been submittedas a Credit. Please issue Credit, or provide support and itemization for theCharge and an explanation of why Credit is not due.63The Card Member requests replacement for goods or services that were notas described by your Establishment, or Credit for the goods or services as theCard Member is dissatisfied with the quality.127The Card Member claims to not recognize the Charge. Please provide supportand itemization. In addition, if the Charge relates to shipped goods, pleaseinclude Proof of Delivery with the full delivery address. If this documentation isnot available, please issue Credit.147The Card Member claims the Charge will be paid by their insurance company.Please provide a copy of the following documentation: itemized rentalagreement, itemized repair bill, and acknowledgement of responsibility signedby the Card Member.154The Card Member claims the goods / services were cancelled and /or refused.Please issue Credit or provide Proof of Delivery, proof that the Card Memberwas made aware of your cancellation policy and an explanation why Credit isnot due.155The Card Member has requested Credit for goods / services that were notreceived from your Establishment. Please issue Credit or provide Proof ofDelivery, or a copy of the signed purchase agreement indicating thecancellation policy and an explanation of why Credit is not due.158The Card Member has requested Credit for goods that were returned to yourEstablishment. Please issue Credit or explain why Credit is not due along witha copy of your return policy.169The Card Member has requested Credit for a Charge you submitted in aninvalid currency. Please issue Credit or explain why Credit is not due.06/2019 REF-CHG-001 2018 Paymentech, LLC (“Chase”). All Rights Reserved.Page 8 of 124

USER GUIDE CHARGEBACK REASON CODES170The Card Member requests Credit for a cancelled lodging reservation or aCredit for a Card Deposit was not received by the Card Member. Please issueCredit or provide a copy of your cancellation policy and explain why Credit isnot due.173Duplicate Processing175Credit Not Processed176CNP – Does Not Recognize177Unauthorized Charge193Fraudulent Transaction680Transaction Amount Differs684Paid by Other Means691Requesting Trans Support693Req. Info Loss/Theft/Damage TransS02Response Accepted, Will Not DebitS03Support received.06/2019 REF-CHG-001 2018 Paymentech, LLC (“Chase”). All Rights Reserved.Page 9 of 124

USER GUIDE CHARGEBACK REASON CODESMASTERCARD CHARGEBACK TIME FRAMESREASONCODECHARGEBACKTYPE1DESCRIPTIONTIME FRAME07TWarning Bulletin File90 calendar days from the transaction date08TRequested/Required Authorization Not Obtained90 calendar days from the transaction date12TAccount Number Not on File90 calendar days from the transaction date31CTransaction Amount Differs90 calendar days from the transaction date34T or CPoint of Interaction90 calendar days from the transaction date37CNo Cardholder Authorization120 calendar days from the transaction date41CCancelled Recurring Transaction120 calendar days from the transaction date42CLate Presentment120 calendar days from the transaction date46TCorrect Currency Code Not Provided120 calendar days from the transaction date49TQuestionable Client Activity120 calendar days from either the transactiondate or the global Security Bulletin date50CCredit Posted as a Purchase120 calendar days from the transaction date53CNot As Described120 calendar days from the transaction dateor 120 calendar days from the receipt date ofdelayed delivery of merchandise or services54CCardholder Dispute — Not Elsewhere Classified120 calendar days from the transaction dateor 60 calendar days from the issuer’s receiptdate of first cardholder notification of the04/2018 2018 Paymentech, LLC. All Rights Reserved.Page 11 of 123 USER GUIDE CHARGEBACK REASON CODES

155CGoods or Services Not Provided120 calendar days from the expected date ofdelivery59CNo-Show, Addendum, or ATM Dispute120 calendar days from the transaction date60CCredit Not Processed70CChip Liability Shift71CChip/PIN Liability ShiftT Technical; C Customer Dispute04/2018 2018 Paymentech, LLC. All Rights Reserved.Page 11 of 123 USER GUIDE CHARGEBACK REASON CODES

USER GUIDE CHARGEBACK REASON CODESMASTERCARD CHARGEBACK REASON CODESIf you’re using the Online Chargeback Management System, you will find the chargebackreason codes on both the Level 1 and 2 screens. These codes are established by the paymentbrands to categorize the incoming chargeback requests by reason. The codes also appear onfinancial reporting associated with chargebacks.CODEDESCRIPTION07Warning Bulletin File08Requested/Required Authorization Not Obtained12Account Number Not On File Obtained31Transaction Amount Differs34Duplicate Processing37No Cardholder Authorization41Cancelled Recurring Transaction42Late Presentment46Correct Currency Code Not Provided49Questionable Merchant Activity53Not As Described54Cardholder Dispute — Not Elsewhere Classified55Goods or Services Not Provided59No-Show, Addendum, or ATM Dispute60Credit Not Processed70Chip Liability Shift71Chip/PIN Liability ShiftREASON CODE 07WARNING BULLETIN FILEChargeback TypeTechnicalDispute DescriptionThe account number was present in the Warning Bulletin File on thedate of the transaction and no authorization was obtainedTimeframe to InitiateChargeback90 calendar days from the date of the transactionRepresentmentRights/ MerchantAction Issuer RequiredDocumentationNoneFollow in-house proceduresIf credit was previously issued, contact our ChargebackDepartment; otherwise, accept the chargeback and follow inhousecollection procedures04/2018 2018 Paymentech, LLC. All Rights Reserved.Page 12 of 124

USER GUIDE CHARGEBACK REASON CODESMerchant RequiredDocumentationNoneSpecial Notes Authorizations are valid for only 30 daysIssuer has the right to assess a US 25 handling fee when thechargeback is initiated If we represent the chargeback with a valid authorization, thebusiness is credited US 50.REASON CODE 08REQUESTED/REQUIRED AUTHORIZATION NOT OBTAINEDChargeback TypeTechnicalDispute DescriptionAuthorization was either requested or required, but was not obtainedTimeframe to InitiateChargeback90 calendar days from the date of the transactionRepresentmentRights/ MerchantAction Follow in-house proceduresIf credit was previously issued, contact the ChargebackDepartment; otherwise, accept the chargeback and followinhouse collection procedures Representment rights exist if the following conditions apply:The business can prove that the cardholder initiated theauthorization request; for example, the first transaction wasdeclined due to an error with the expiration date, and thecardholder provides the correct expiration date in a secondtransaction.Issuer RequiredDocumentationNoneMerchant RequiredDocumentation Provide logs showing authorization obtainedRetail: Provide signed sales slipCard Not Present: Provide an itemized bill with bill-to and ship-toaddresses and cardholder’s name, description of goodsSpecial Notes Authorizations are valid for only 30 daysIssuer has right to assess US 25 handling fee when thechargeback is initiated If we represent the chargeback with a valid authorization, thebusiness is credited US 50.REASON CODE 12ACCOUNT NUMBER NOT ON FILE OBTAINEDChargeback TypeTechnical04/2018 2018 Paymentech, LLC. All Rights Reserved.Page 13 of 124

USER GUIDE CHARGEBACK REASON CODESDispute DescriptionA transaction was processed using an account number that is notlisted in the Issuer’s customer databaseTimeframe to InitiateChargeback90 calendar days from the date of the transactionRepresentmentRights/ MerchantAction If credit was previously issued, submit a rebuttal to thechargeback department detailing the amount and the date of thecredit; otherwise accept the chargeback and follow your in-housecollection procedures Representment rights exist if the following conditions apply:The business can prove that the cardholder initiated theauthorization request; for example, the first transaction wasdeclined due to an error with the expiration date, and thecardholder provides the correct expiration date in a secondtransaction.Issuer RequiredDocumentationNoneMerchant RequiredDocumentation Provide logs showing authorization obtainedRetail Provide signed sales slipCard Not Present: Provide an itemized bill with bill-to and ship-toaddresses and cardholder’s name, description of goodsSpecial Notes Authorizations are valid for only 30 daysRetail: Provide a sales slipREASON CODE 31TRANSACTION AMOUNT DIFFERSChargeback TypeCardholder DisputeDispute DescriptionCardholder paid for the purchase using an alternate payment methodThe amount of the transaction processed was not the amount thecardholder agreed toTimeframe to InitiateChargeback90 calendar days from the date of the transactionRepresentmentRights/ MerchantAction Provide proof the transaction that was processed using analternate payment method was for a separate purchase This chargeback may be represented if it can be proven that thetransaction amount is correct If credit was previously issued, submit a rebuttal to thechargeback department detailing the amount and the date of thecredit; otherwise accept the chargeback and follow your in-housecollection procedures04/2018 2018 Paymentech, LLC. All Rights Reserved.Page 14 of 124

USER GUIDE CHARGEBACK REASON CODESIssuer RequiredDocumentation A cardholder letterEmailFax or Expedited Billing DisputeForms or exhibits showing the amount agreed upon by cardholderProof that an unreasonable amount was chargedMerchant RequiredDocumentation Retail: Provide a signed sales slipCard Not Present: Provide an itemized bill proving charge iscorrect Merchant explanation and documentationSpecial Notes The chargeback amount is restricted to the difference between theamount that was processed and the amount the cardholderagreed toREASON CODE 34POINT OF INTERACTION ERRORChargeback TypeCardholder or Technical DisputeDispute DescriptionThe merchant charges the customer more than once for the samepurchase on the same dayTimeframe to InitiateChargeback90 calendar days from the date of the transactionRepresentmentRights/ MerchantAction This chargeback may be represented if the merchant can provethat each transaction is for a separate purchase If credit was previously issued, submit a rebuttal to the chargebackdepartment detailing the amount and the date of the credit;otherwise accept the chargeback and follow your in-housecollection proceduresIssuer RequiredDocumentation Cash receiptsStatements from other credit cardsThe 23-digit Acquirer Reference Number, if the sameMasterCard was billed or detail showing a completed fundstransferMerchant RequiredDocumentation Retail: Provide signed sales slips for each transaction indicated inthe issuer documentation Card Not Present: Provide proof of each transaction indicated inthe issuer documentation If our transaction database contains two or more transactions onthe same day and for the same amount, the chargeback will besent to the merchant for review This Reason code was formally referred to as DuplicateProcessingSpecial Notes04/2018 2018 Paymentech, LLC. All Rights Reserved.Page 15 of 124

USER GUIDE CHARGEBACK REASON CODESREASON CODE37NO CARDHOLDER AUTHORIZATIONChargeback TypeCardholder DisputeDispute DescriptionThe cardholder is claiming he/she never authorized nor participated in thetransactionTimeframe toInitiate Chargeback120 calendar days from the date of the transactionRepresentmentRights/ MerchantActionIssuer RequiredDocumentationMerchant RequiredDocumentation Card Not Present: This chargeback may be represented if:The Address Verification Service (AVS) response was an I1 or I3and the merchandise was shipped to the AVS address. Verification that transaction was properly processed usingMasterCard SecureCode Compelling information availableIf credit was previously issued, submit a rebuttal to thechargeback department detailing the amount and the date of thecredit; otherwise accept the chargeback and follow your in-housecollection procedures Expedited Billing Dispute Resolution Process Form stating the Issuerhas: Closed the cardholder’s accountBlocked the account on its hostListed the account number on the MasterCard Account File with a“capture card” response until the card expiration Reported the transaction to SAFE (System to Avoid FraudEffectively) Retail: Provide signed sales slipCard Not Present: Provide proof of AVS response, an itemized billwith bill-to and ship-to addresses and proof of delivery Provide compelling information; see Special Notes below04/2018 2018 Paymentech, LLC. All Rights Reserved.Page 16 of 124

USER GUIDE CHARGEBACK REASON CODES04/2018 2018Paymentech, LLC.AddressAll Rights Reserved.VerificationSpecialNotes(AVS) operates in the U.S. and the UKPage 17 of 124

USER GUIDE CHARGEBACK REASON CODES04/2018 2018 Paymentech, LLC.MasterCardAll Rights Reserved.SecureCode18 ofoffers chargeback protection forPagefraudif 124the

USER GUIDE CHARGEBACK REASON CODES04/2018 2018 Paymentech, LLC.transactionAll Rights Reserved.is properlyprocessed using MasterCard SecureCodePage 19 of 124

USER GUIDE CHARGEBACK REASON CODES04/2018 2018 Paymentech, LLC.CardholderAll Rights Reserved.wasPage 20of 124present and the card stripe was magneticallyread,

USER GUIDE CHARGEBACK REASON CODES04/2018 2018 Paymentech, LLC.weAll RightsReserved.will representPage 21of still124the chargeback as being invalid. The Issuerwill

USER GUIDE CHARGEBACK REASON CODEShave compliance rights available if the business failed to provide acopy of the sales receipt when requested. Compelling Evidence – MasterCard will accept compelling evidencefor representment. This includes, but is not limited to: Evidence such as photographs or emails to prove the personreceived the merchandise or service. For download of digital goods,the IP address, email address, description of goods, date and timegoods were downloaded and/or proof the merchant’s website wasaccessed for services after the transaction date.Passenger transport — evidence the ticket was received atcardholder’s billing address, boarding pass was scanned at the gate,details of frequent flyer miles claimed, additional incidentaltransactions purchased (such as baggage fees, seat upgrades,alcohol, etc.) Previous undisputed transaction — provide evidence that theinformation provided is the same as that from a previous undisputedtransaction Evidence that the transaction was completed by a member of theCardholder’s household For a Transaction conducted by a digital goods Merchant assignedMCC 5815 (Digital Goods –Media, Books, Movies, Music), 5816(Games), 5817(Applications [Excludes Games]) or 5818 (DigitalGoods Large Digital Goods Merchants), all of the following: Evidence that the Merchant has been successfully registered intoand continues to participate in the Visa Digital Commerce Program Evidence that the Merchant is the owner of the operating system forthe subject electronic device Evidence that the account set up on the Merchant's website orapplication was accessed by the Cardholder and has beensuccessfully verified by the Merchant before or on the TransactionDate Evidence that the disputed Transaction used the same device andCard as any previous Transactions that were not disputed Proof that the device ID number, IP address and geographiclocation, and

Paymentech, LLC, Chase Paymentech Solutions, LLC and Chase Paymentech Europe Limited, respectively trading as Chase, Chase Paymentech and J.P. Morgan are subsidiaries of JPMorgan Chase & Co. (JPMC). Chase Paymentech Europe Limited is regulated by the Central Bank of Ireland. Registered Office: JP Morgan House, 1 George's Dock, I.F.S.C., Dublin