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Resolve Chargeback Tool — Reason Codes

MasterCard Reason Code 53


Definition:
Cardholder Dispute - Defective/Not As Described. (MasterCard). The customer claims the goods or services received did not match the description/picture on your website or other documentation/information they received from you or the merchandise arrived broken or could not be used for it's intended purpose. Additionally the customer claims they either returned the merchandise, cancelled the service or attempted to resolve the dispute with the you.

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: Which of the following scenarios occurred?






Tips
  • Be sure to have return instructions and addresses clearly identified on your website.
  • Refusing or sending back returned items from your buyers will jeopardize your Chargeback representment rights in cases where the buyer states the product is defective or not as described.


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Q: Which of the following scenarios occurred?   A: I have not been contacted by the customer, I have not received the merchandise back.
 
RESULT
You may have a Chargeback representment right. To represent this Chargeback, indicate clearly that you have not received the item back from the customer. Be sure to include any contact you had with the customer where you advised them to return the item. If you have not been contacted by the customer, include this information. Also be sure to include a copy of the page on your website, where the business mailing address and "how to return" information is available to your customers

NOTE
Should the customer subsequently return the item, you may receive a second Chargeback.

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.

Q: Which of the following scenarios occurred?   A: The customer contacted our business, we advised them we would not accept a return of the merchandise.
 
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: Which of the following scenarios occurred?   A: We were contacted, by the customer, we advised them to return the merchandise and we received it back.
 
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: Which of the following scenarios occurred?   A: We were contacted by the customer, we advised them to return the merchandise and we have not received it back.
 
RESULT
You may have a Chargeback representment right. To represent this Chargeback, indicate clearly that you have not received the item back from the customer. Be sure to include any contact you had with the customer where you advised them to return the item. If you have not been contacted by the customer, include this information. Also be sure to include a copy of the page on your website, where the business mailing address and "how to return" information is available to your customers

NOTE
Should the customer subsequently return the item, you may receive a second Chargeback.

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.

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