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Resolve Chargeback Tool — Reason Codes

MasterCard Reason Code 59


Definition:
Services not rendered. Cardholder acknowledges participating in the transaction and either Merchant was unwilling or unable to provide purchased services, or services were paid for using another method.

Q: Did you process a credit?

    

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Q: Did you process a credit?   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: Did you process a credit?   A: No

Q: Did the customer pay with another form of payment?

    

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Q: Did the customer pay with another form of payment?   A: Yes
 
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 the customer pay with another form of payment?   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 be able to represent this Chargeback.

If a Service was provided
Provide a copy of the invoice signed by the customer, or any other documentation demonstrating that the customer received the service.

If merchandise was shipped to the cardholder
Provide a clear copy of the delivery information that shows:
  • The tracking number
  • The full delivery Address
  • The customer's signature (if available)
  • The date of delivery
If the delivery was after the agreed upon delivery date, be sure to indicate that you have had no contact from the customer requesting to return the item, and that they still have the item.

Tips

  • Consider that proof of shipment does not prove that the buyer received the merchandise. A Chargeback representment is invalid without proof of delivery preferably signed by the cardholder or another authorized person.
  • Provide the documentation by the due date to preserve your rights to dispute the Chargeback.
  • Represent the Chargeback regardless of whether the customer states they will cancel the Chargeback (to 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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