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Resolve Chargeback Tool — Reason Codes

MasterCard Reason Code 37


Definition:
No Cardholder Authorization . The cardholder claims they did not authorize or participate in this transaction.

Or

A card present transaction took place on a once valid, now revoked card, and the merchant did not obtain an authorization.

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: Was this a card present transaction?

    

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Q: Was this a card present transaction?   A: Yes

Q: Was a valid Authorization Response Code obtained?

    

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Q: Was a valid authorization Response Code obtained?    A: Yes
 
RESULT
You may have a Chargeback representment right. To represent this Chargeback the information required is
  • Authorization response,
  • Authorization Response Code
  • Date and amount of the authorization.
Tips
  • For card present transactions, if you swipe a credit card and receive a decline response, do not attempt any further authorizations on that card. Instead, ask the customer for a new form of payment.
  • For most merchants, if the amount of the authorization is for less than the amount of the purchase, the Chargeback can only be represented for the amount of the authorization. However, if the difference involves a gratuity you may be able to represent the Chargeback for the full amount of the purchase. If this is the case on your Chargeback, contact your Chargeback specialist to review the case.
  • 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.

Q: Was a valid authorization Response Code obtained?    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.

Q: Was this a card present transaction?   A: No

Q: Did you receive an Address verification response (AVS) of full match "Y"? ("Y" is the MasterCard value for this response, some systems may translate the Y into a number e.g. a "4" or a text message such as "full match")

    

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Q: Did you receive an Address verification response (AVS) of full match "Y"? ("Y" is the MasterCard value for this response, some systems may translate the Y into a number e.g. a "4" or a text message such as "full match")   A: Yes

Q: Did you ship the item to the cardholder's billing address?

    

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Q: Did you ship the item to the cardholder's billing address?   A: Yes

Q: Can you provide trackable shipping to the cardholders' billing address? This would need to show the full street address, city and state that the item was delivered to.

    

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Q: Can you provide trackable shipping to the cardholders' billing address? This would need to show the full street Address, city and state that the item was delivered to.    A: Yes
 
RESULT
You may have a Chargeback representment right. To represent this Chargeback include
  • AVS print out showing the "Y" response and the cardholder's billing address
  • Proof of delivery to the cardholder's billing address including the full street address, city and state. If a delivery signature was obtained, include that with the Chargeback representment.
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.

Q: Can you provide trackable shipping to the cardholders' billing address? This would need to show the full street Address, city and state that the item was delivered to    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.

Q: Did you ship the item to the cardholder's billing address?    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.

Q: Did you receive an Address verification response (AVS) of full match "Y"? ("Y" is the MasterCard value for this response, some systems may translate the Y into a number e.g. a "4" or a text message such as "full match")   A: No

Q: Are you a MasterCard Securecode merchant and did this transaction successfully pass Securecode?

    

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Q: Are you a MasterCard Securecode merchant and did this transaction successfully pass Securecode?    A: Yes
 
RESULT
This transaction can be represented with proof of a successful MasterCard Securecode authentication. If you have not represented a Chargeback with MasterCard Securecode previously, contact your Chargeback specialist for assistance to ensure you provide all the required data to successfully dispute this Chargeback.

Q: Are you a MasterCard Securecode merchant and did this transaction successfully pass Securecode?    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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