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Resolve Chargeback Tool — Reason Codes

MasterCard Reason Code 02


Definition:
Requested/Required Information Illegible or Missing (MasterCard). The merchant was previously sent a request for transaction information and it was fulfilled either with missing or illegible information.

Q: Was credit processed?

    

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Q: Was credit processed?   A: Yes
 
RESULT
This chargeback can be represented. The documentation needed is:

A print out of the credit (if issued to the credit card)

Or

A copy of the front and back of the cancelled check or money order (if issued by check or money order)

If the credit issued was a partial credit, be sure to include an explanation as to why full credit was not issued.

Tips
  • Be sure to provide the documentation by the due date to preserve your rights to dispute the chargeback.
  • If the cardholder states they are going to withdraw the chargeback we recommend you still go ahead and represent the chargeback to ensure you preserve your rights.
  • To reduce risk of receiving a chargeback we recommend credits be issued to the account used in the purchase and not by check or money order.

Q: Was credit processed?   A: No

Q: Can you provide the necessary information to fulfill a retrieval request?

    

Tips
  • When retrieval requests are filled, keep a copy of the fax and the fax receipt
  • Ensure the Chargeback control number is included with the fax response.
  • Double check to make sure the transaction information you are sending corresponds to the Chargeback request.


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Q: Can you provide the necessary information to fulfill a retrieval request?   A: Yes
 
RESULT
You can represent this Chargeback by providing complete retrieval request information. Be sure to include the following.
  • What was purchased
  • Who purchased it
  • Where it was shipped
  • When it was shipped
Also be sure to include the control number which identifies the retrieval request as well as your merchant name and merchant id.

Tips
  • Be sure to provide the documentation by the due date to preserve your rights to dispute the Chargeback

Q: Can you provide the necessary information to fulfill a retrieval request?    A: No
 
RESULT
According to the information you provided and Visa / MasterCard Chargeback regulations, it does not appear that you can dispute this Chargeback through Wells Fargo.

You may consider contacting the Cardholder directly to discuss potential resolution. If you feel that the Chargeback is in error or you have additional information you wish to discuss, we recommend you contact your Wells Fargo Chargeback representative.

NOTE
If the reason for Chargeback is fraud, consider that direct contact with the Cardholder may not result in resolution. With fraudulent charges, the Cardholder's account was compromised and the Cardholder disputed the charge. If you have reason to believe that the true Cardholder made this purchase and the dispute was an error, then you may consider contacting the Cardholder.

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