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Resolve Chargeback Tool — Reason Codes

MasterCard Reason Code 55


Definition:
Non Receipt of Merchandise (MasterCard).Cardholder did not receive merchandise by the agreed upon date at the agreed upon location. This reason also can be used if the cardholder paid by other means.

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: Did the cardholder pay for this item by other means?

    

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Q: Did the cardholder pay for this item by other means?    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: Did the cardholder pay for this item by other means?   A: No

Q: Is a signed contract, or delivery receipt with tracking information and full Address available?

    

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Q: Is a signed contract, or delivery receipt with tracking information and full Address available?    A: Yes
 
RESULT
You may have a Chargeback representment right. Represent the Chargeback with a clear copy of the delivery information which should show.

  • The tracking number
  • The full delivery address
  • The customer's signature
  • The date of delivery
Tips
  • Proof of shipment does not prove that the buyer received the merchandise. Representment invalid without proof of delivery signed by the cardholder or another authorized person
  • 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: Is a signed contract, or delivery receipt with tracking information and full Address available?    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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