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Resolve Chargeback Tool — Reason Codes

Visa Reason Code 85/MasterCard Reason Code 60


Definition:
Credit Not Processed. (Visa/MasterCard). Cardholder acknowledges participating in the Transaction and claims the merchant owes them a credit as they have returned or cancelled the goods/services. To date the Cardholder states they have not received a credit.

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: Have you received the merchandise back from the Cardholder?

    

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Q: Have you received the merchandise back from the Cardholder?   A: Yes

Q: Is this request for credit outside the terms/timeframes of your return policy?

    

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Q: Have you received the merchandise back from the Cardholder?   A: No

Q: Is this request for credit outside the terms/timeframes of your return policy?

    

Start This Reason Code Over

Q: Is this request for credit outside the terms/timeframes of your return policy?   A: Yes

Q: For Internet Transactions
Did the Cardholder have to "click to accept" your return policy in order to complete the purchase?

For Card Present Transactions
Is your return policy printed on the customer's receipt near their signature?

    

Start This Reason Code Over

Q: For Internet Transactions
Did the Cardholder have to "click to accept" your return policy in order to complete the purchase?   A: Yes

For Card Present Transactions
Is your return policy printed on the customer's receipt near their signature?    A: Yes
 
RESULT
You may have a Chargeback representment right. In your Chargeback representment state that you are representing the Chargeback because the buyer is not eligible for credit due to your return policy. Include any previous communication with the buyer in which you had advised them that the item could not be returned based on your return policy.

For Internet Purchase
Include both a print out of the return policy on your website and the customer's invoice page showing your return policy.

For Retail Purchase
Include the signed copy of the transaction receipt showing your return policy.

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
  • Internet Merchants
    For a return policy to support a successful Chargeback representment we recommend it be displayed as a click through statement on your website, for your customer to accept before completing the transaction. It should also print on the customer's invoice page/printable receipt for this particular transaction.

Q: For Internet Transactions
Did the Cardholder have to "click to accept" your return policy in order to complete the purchase?   A: No

For Card Present Transactions
Is your return policy printed on the customer's receipt near their signature?    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.

Q: Is this request for credit outside the terms/timeframes of your return policy?    A: No

Q: For Internet Transactions
Did the Cardholder have to "click to accept" your return policy in order to complete the purchase?

For Card Present Transactions
Is your return policy printed on the customer's receipt near their signature?

    

Start This Reason Code Over

Q: For Internet Transactions
Did the Cardholder have to "click to accept" your return policy in order to complete the purchase?   A: Yes

For Card Present Transactions
Is your return policy printed on the customer's receipt near their signature?    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: For Internet Transactions
Did the Cardholder have to "click to accept" your return policy in order to complete the purchase?   A: No

For Card Present Transactions
Is your return policy printed on the customer's receipt near their signature?    A: No
 
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: Is this request for credit outside the terms/timeframes of your return policy?    A: Yes

Q: For Internet Transactions
Did the Cardholder have to "click to accept" your return policy in order to complete the purchase?

For Card Present Transactions
Is your return policy printed on the customer's receipt near their signature?

    

Start This Reason Code Over

Q: For Internet Transactions
Did the Cardholder have to "click to accept" your return policy in order to complete the purchase?   A: Yes

For Card Present Transactions
Is your return policy printed on the customer's receipt near their signature?    A: Yes
 
RESULT
You may have a Chargeback representment right. In your Chargeback representment state that you are representing the Chargeback because the buyer is not eligible for credit due to your return policy. Include any previous communication with the buyer in which you had advised them that the item could not be returned based on your return policy.

For Internet Purchase
Include both a print out of the return policy on your website and the customer's invoice page showing your return policy.

For Retail Purchase
Include the signed copy of the transaction receipt showing your return policy.

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
  • Internet Merchants
    For a return policy to support a successful Chargeback representment we recommend it be displayed as a click through statement on your website, for your customer to accept before completing the transaction. It should also print on the customer's invoice page/printable receipt for this particular transaction.

Q: For Internet Transactions
Did the Cardholder have to "click to accept" your return policy in order to complete the purchase?   A: No

For Card Present Transactions
Is your return policy printed on the customer's receipt near their signature?    A: No
 
RESULT
You may have a Chargeback representment right. To represent this Chargeback, indicate clearly that you have not received the item back from the customer. Be sure to include any contact you had with the customer where you advised them to return the item. If you have not been contacted by the customer, include this information. Also be sure to include a copy of the page on your website, where the business mailing address and "how to return" information is available to your customers

NOTE
Should the customer subsequently return the item, you may receive a second Chargeback.

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.

Q: Is this request for credit outside the terms/timeframes of your return policy?    A: No

Q: For Internet Transactions
Did the Cardholder have to "click to accept" your return policy in order to complete the purchase?

For Card Present Transactions
Is your return policy printed on the customer's receipt near their signature?

    

Start This Reason Code Over
Q: For Internet Transactions
Did the Cardholder have to "click to accept" your return policy in order to complete the purchase?    A: Yes

For Card Present Transactions
Is your return policy printed on the customer's receipt near their signature?    A: Yes
 
RESULT
You may have a Chargeback representment right. To represent this Chargeback, indicate clearly that you have not received the item back from the customer. Be sure to include any contact you had with the customer where you advised them to return the item. If you have not been contacted by the customer, include this information. Also be sure to include a copy of the page on your website, where the business mailing address and "how to return" information is available to your customers

NOTE
Should the customer subsequently return the item, you may receive a second Chargeback.

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.
Q: For Internet Transactions
Did the Cardholder have to "click to accept" your return policy in order to complete the purchase?   A: No

For Card Present Transactions
Is your return policy printed on the customer's receipt near their signature?    A: No
 
RESULT
You may have a Chargeback representment right. To represent this Chargeback, indicate clearly that you have not received the item back from the customer. Be sure to include any contact you had with the customer where you advised them to return the item. If you have not been contacted by the customer, include this information. Also be sure to include a copy of the page on your website, where the business mailing address and "how to return" information is available to your customers

NOTE
Should the customer subsequently return the item, you may receive a second Chargeback.

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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