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Resolve Chargeback Tool — Reason Codes

Visa Reason Code 82/MasterCard Reason Code 34


Definition:
Duplicate Processing. A single transaction was processed by the merchant more than one time.

Q: Was a credit processed to reverse this?

    

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Q: Was a credit processed to reverse this?    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 a credit processed to reverse this?   A: No

Q: Was this actually duplicate processing?

    

Start This Reason Code Over

Q: Was this actually duplicate processing?   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: Was this actually duplicate processing?   A: No
 
RESULT
If the customer actually made 2 distinct purchases from you, it is critical to provide enough information so they are able to identify the difference between the 2 charges.

If this was a retail purchase, be sure to provide
  • Copies of both signed transactions receipts.
  • An explanation of the items that were purchased.

In the case of physical goods that were shipped to the cardholder we would recommend providing
  • A description of the items
  • Copies of the separate online sales receipts. These should be itemized.
  • The proof of shipping for 2 separate deliveries.

If digital goods were purchased, we would recommend providing
  • Detailed description of the digital goods purchased
  • When the goods were purchased
  • In the case of online subscriptions, when the 2 different services have been used.

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.

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