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Resolve Chargeback Tool — Reason Codes

Visa Reason Code 57/MasterCard Reason Code 40


Definition:
Fraudulent Multiple Transactions. The customer claims the merchant completed multiple transactions with a single card, but without the cardholder's permission. The cardholder must have participated in at least one transaction at the merchant location but denies the additional transactions.

Q: Was credit processed for the disputed transactions?

    

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Q: Was credit processed for the disputed transactions?   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 for the disputed transactions?   A: No

Q: Which of the following scenarios occurred?

    


Tips
  • Be sure to void any transaction receipts that are rung up in error.
  • If you identify that a duplicate batch of transactions has been processed, please contact customer service immediately. They will assist you in having transaction reversals processed.


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Q: Which of the following scenarios occurred?   A: The additional transactions were processed in error, the cardholder is correct.

 
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: Which of the following scenarios occurred?   A: The customer made multiple purchases from our business. I have individual signed and swiped or imprinted sales drafts for each purchase.

 
RESULT
This Chargeback can be represented. The documentation needed is

      1. Copies of each of the sales drafts AND

      2. An explanation of the product/service purchased with each of the sales drafts.

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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