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Resolve Chargeback Tool — Reason Codes

MasterCard Reason Code 54


Definition:
Cardholder Dispute - Not Elsewhere classified. This reason code is used if a cardholder claims they have made an unsuccessful good-faith effort to resolve a dispute with you that involves goods or services, and the dispute reflects a claim authorized according to federal, state, or local truth-in-lending laws. In their complaint the cardholder will indicate that you refused to either:
  • Adjust the price
  • Repair or replace the goods
  • Issue a credit

Q: Was partial or full credit processed to resolve this dispute?

    

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Q: Was partial or full credit processed to resolve this dispute?   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 partial or full credit processed to resolve this dispute?   A: No

Q: Have the goods in dispute been repaired or replaced?

    

Tips
  • Be sure to have return instructions and addresses clearly identified on your website.


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Q: Have the goods in dispute been repaired or replaced?   A: Yes
 
RESULT
You may have a Chargeback representment right. To represent this Chargeback you'll need to provide documentation showing that the goods have been adequately repaired or replaced. If you had understood that the problem had been resolved prior to receiving this Chargeback, we recommend you contact the cardholder to discussion the situation.

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: Have the goods in dispute been repaired or replaced?    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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