Transcription
Chargeback Guide4 May 2021TB
ContentsContentsSummary of Changes, 4 May 2021. 26Chapter 1: General Information.28Single and Dual Message Systems.29Definitions.29Chargeback Cycles and Arbitration Case Filing.29Overview of the Single and Dual Message System Chargeback Cycles andArbitration Case Filing. 29Compliance Case Filing.32Reversals.32Rights and Obligations.33Hardship Variances. 35Related Documentation.35Chapter 2: Dual Message System Chargebacks-Initiated Onor Before 16 July 2020. 36Overview.42Authorization-related Chargeback . 42Chargeback.43Required Authorization Not Obtained.43Expired Chargeback Protection Period.46Multiple Authorization Requests.47CAT 3 Device.48Second Presentment. 51Required Authorization Obtained.51Expired Chargeback Protection Period.52Multiple Authorization Requests.53One Authorization with Multiple Clearing Records.53CAT 3 Device.54Credit Previously Issued. 55Additional Second Presentment Options.57Arbitration Chargeback. 58General Arbitration Chargeback.58Acquirer Reference Data (ARD) Does Not Match or is Invalid. 58Additional Arbitration Chargeback Options.59Cardholder Dispute Chargeback . 59Chargeback.62Goods or Services Were Either Not as Described or Defective. 62 1988–2021Mastercard. Proprietary. All rights reserved.Chargeback Guide 4 May 20212
ContentsGoods or Services Not Provided.63Failed Travel Merchant-Intra-EEA and Domestic EuropeanTransactions Only. 67Digital Goods Purchase of USD 25 or Less.70Credit Not Processed.72Counterfeit Goods.73Cardholder Dispute of a Recurring Transaction. 74Issuer Dispute of a Recurring Transaction. 76Addendum Dispute.77“No-Show” Hotel Charge.78Transaction Did Not Complete.79Timeshares. 80Credit Posted as a Purchase.81Second Presentment. 81General Second Presentment.82Failed Travel Merchant-Intra-EEA and Domestic EuropeanTransactions Only. 82Digital Goods Purchase of USD 25 or Less.83Credit Previously Issued. 84Additional Second Presentment Options.86Arbitration Chargeback. 88General Arbitration Chargeback.88Failed Travel Merchant-Intra-EEA and Domestic EuropeanTransactions Only. 90Acquirer Reference Data (ARD) Does Not Match or is Invalid. 91Additional Arbitration Chargeback Options.92Fraud-related Chargebacks.92No Cardholder Authorization.93Chargeback.96No Cardholder Authorization.96Second Presentment.98Two or More Previous Fraud-related Chargebacks.99Fraud-related Chargeback Counter Exceeds Threshold.100Contactless Transaction Unattended Terminals.100PIN Transaction.101Mastercard SecureCode SL1 (Merchant-only Liability Shift). 101Mastercard SecureCode SL2 (Global Liability Shift). 102Account Takeover.103Addendum Charges. 103Address Verification Service (AVS) Transaction.104Compelling Evidence for Airline Transactions. 104Compelling Evidence for Recurring Transactions.105Compelling Evidence for E-commerce and MO/TO Transactions. 106 1988–2021Mastercard. Proprietary. All rights reserved.Chargeback Guide 4 May 20213
ContentsGuaranteed Reservation Service (“No-show").108Invalid Chargeback.108Chip Liability Shift.109Chip/PIN Liability Shift. 109Credit Previously Issued. 110Additional Second Presentment Options.112Arbitration Chargeback. 113New Location Information Provided in the Second Presentment. 113Addendum Disputes.114Address Verification Service (AVS) Transaction.114Compelling Evidence.115Guaranteed Reservation Service (“No-show”). 115Acquirer Reference Data (ARD) Does Not Match or is Invalid. 116Additional Arbitration Chargeback Options. 116Questionable Merchant Activity . 117Chargeback.119Global Merchant Audit Program (GMAP).119Questionable Merchant Audit Program (QMAP). 120Mastercard Rule 3.7 Violation for Coercion Claim.121Second Presentment. 122Not Considered in Violation of Mastercard Rule 3.7 for CoercionClaim. 122Late First Chargeback Submission. 123Improper Fraud Reporting.123Ineligible Fraud.123Not Listed in Mastercard Announcement.124Credit Previously Issued. 124Additional Second Presentment Options.126Arbitration Chargeback. 126Acquirer Reference Data (ARD) Does Not Match or is Invalid. 127Cardholder Does Not Recognize.127Chargeback.131Cardholder Does Not Recognize. 131Second Presentment. 132Two or More Previous Fraud-related Chargebacks. 132Fraud-related Chargeback Counter Exceeds Threshold.133New Information to Identify the Transaction. 133Address Verification Service (AVS).134Face-to-Face Transaction. 134Conflicting Information in Authorization and Clearing Messages. 135Mastercard SecureCode SL1 (Merchant-only Liability Shift). 135Mastercard SecureCode SL2 (Global Liability Shift). 136Credit Previously Issued. 136 1988–2021Mastercard. Proprietary. All rights reserved.Chargeback Guide 4 May 20214
ContentsAdditional Second Presentment Options.138Arbitration Chargeback. 138New Information Not Provided. 139UCAF Value Discrepancy. 139Acquirer Reference Data (ARD) Does Not Match or is Invalid. 139Additional Arbitration Chargeback Options. 140Chip Liability Shift. 141Chargeback.146Chip Liability Shift.146Second Presentment. 147Two or More Previous Fraud-related Chargebacks. 148Fraud-related Chargeback Counter Exceeds Threshold.148Not Reported to the Fraud and Loss Database.149Issuer Authorized Transaction. 149Technical Fallback.150Chip Transaction-Offline Authorized.150DE 55 was Provided in the First Presentment/1240 Message.151Invalid Chargeback.151Credit Previously Issued. 151Additional Second Presentment Options.153Arbitration Chargeback. 155Acquirer Reference Data (ARD) Does Not Match or is Invalid. 155Additional Arbitration Chargeback Options. 156Chip Liability Shift-Lost/Stolen/Never Received Issue (NRI) Fraud .156Chargeback.164Lost/Stolen/NRI Fraud Chip Liability Shift. 164Second Presentment. 165Two or More Previous Fraud-related Chargebacks. 166Fraud-related Chargeback Counter Exceeds Threshold.166Not Reported to the Fraud and Loss Database.167Authorized Online Transaction. 167Technical Fallback.168Chip Transaction-DE 55 Not Provided-Did Not Require OnlineAuthorization.168DE 55 was Provided in the First Presentment/1240 Message.168Invalid Chargeback.169Credit Previously Issued. 169Additional Second Presentment Options.171Arbitration Chargeback. 173Acquirer Reference Data (ARD) Does Not Match or is Invalid. 173Additional Arbitration Chargeback Options. 174Point-of-Interaction Error.174Chargeback.175 1988–2021Mastercard. Proprietary. All rights reserved.Chargeback Guide 4 May 20215
ContentsCardholder Debited More than Once for the Same Goods or Services.175Transaction Amount Differs. 176ATM Disputes. 177Charges for Loss, Theft, or Damages.178Late Presentment. 180POI Currency Conversion (Dynamic Currency Conversion). 181Merchant Credit Correcting Error Resulting in Cardholder CurrencyExchange Loss.182Improper Merchant Surcharge (Intra-European and Inter-Europeantransactions only).182Unreasonable Amount (EEA, Gibraltar, United Kingdom).183Second Presentment. 184Cardholder Debited More than Once for the Same Goods or Services.184Cardholder Debited More than Once for the Same Goods or ServicesPIN Transaction.184Transaction Amount Differs. 185ATM Disputes. 185Charges for Loss, Theft, or Damages.186Late Presentment. 187Late Presentment-Corrected Transaction Date. 188POI Currency Conversion (Dynamic Currency Conversion). 189Unreasonable Amount (EEA, Gibraltar, United Kingdom).189Credit Previously Issued. 190Improper Merchant Surcharge (Intra-European and Inter-Europeantransactions only).192Additional Second Presentment Options. 192Arbitration Chargeback.
Goods or Services Not Provided.
