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Resolve Chargeback Tool — Reason Codes

MasterCard Reason Code 31


Definition:
Transaction Amount Differs (MasterCard). Customer claims the merchant altered the amount of the purchase without their consent

Q: Was credit processed to reverse this?

    

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Q: Was credit processed to reverse this?    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 to reverse this?   A: No

Q: Is this transaction amount different than the amount the customer agreed to?

    

NOTE
If the customer was over-charged, the Chargeback should only be for the amount of the over-charge. If you are not able to refute the customers claim that they were over-charged, you can request a partial representment for the amount they of the original purchase.

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Q: Is this transaction amount different than the amount the customer agreed to?    A: Yes
 
RESULT
To accept a Chargeback no action is necessary on your part, you do not need to respond to this Chargeback.

Tips
  • To prevent Chargebacks, advise the customer that you are issuing them a credit, and credit their account as soon as you realize they were owed money.
  • Never issue a credit after a Chargeback has occurred. In doing so you risk paying the customer twice.

Q: Is this transaction amount different than the amount the customer agreed to?    A: No
 
RESULT
You may have a Chargeback representment right.

For card present transactions
To represent the Chargeback with a copy of the transaction receipt with the cardholder's signature.

For card not present transactions
To represent this Chargeback provide a copy of the itemized online invoice that the customer received. The invoice should clearly show each individual charge, as well as shipping and tax. A transaction receipt showing the total amount billed is not sufficient.

Tips
  • Be sure to provide the documentation by the due date to preserve your rights to dispute the Chargeback.
  • If the cardholder tells, you they are going to withdraw the Chargeback we recommend you still go ahead and represent the Chargeback to ensure you preserve your rights.

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