Timeframes
POS: Either of the following:
- 120 days from the Network Processing Date of the Presentment, or
- 120 days from one (1) of the below (whichever occurred first):
- From the expected date of receipt of the Goods and Services (for example, airline flight date or entertainment performance date), or
- From the date the Cardmember becomes aware that the expected Goods and Services would not be provided, not to exceed 540 days from the Network Processing Date of the First Presentment (for example, airline bankruptcy or entertainment performance cancellation)
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Chargeback Reason
Goods or Services were only partially delivered or not delivered at all. Included in this description are funds dispensed from an ATM or funds loaded to a Stored Value Digital Facility (SVDF).
Description
- The Goods or Services purchased by the Cardmember were only partially received or not received at all. Where partial receipt makes the entire purchase unsuitable or unacceptable, the Cardmember must attempt to return the Goods received or cancel the Services before full Credit may be authorized.
- In the case of Transactions to fund an SVDF, the funds were not loaded to the SVDF or only partially loaded.
ATM: Forty-five (45) days from the Network Processing Date of the Fulfillment Notification
Prior to sending the Chargeback, the Issuer must wait until:
- The expected date of delivery, or
- Fifteen (15) days from the Transaction Date if delivery is unscheduled, and within 120 days from the Network Processing Date of the Presentment, or
- Fifteen (15) days from the date of the attempted return, unless the 120-day filing limit would be exceeded, or
- If the S/E is no longer in business or if the Cardmember becomes aware that the expected Goods and Services would not be provided, the Issuer may file a Chargeback immediatelyIn the case of funds dispensed from an ATM or funds loaded to an SVDF, no return of partially dispensed/loaded funds is necessary. The Chargeback amount is the amount of funds claimed not to have been received.
- Except in the case of ATM Transactions, Transactions to fund an SVDF, or Transactions where the Goods or Services were not received at all, the Issuer must request that the Cardmember make an attempt to contact the merchant to return the Goods or cancel the Services in compliance with both the merchant’s return policy and local laws and regulations.
Conditions
The Issuer must meet all the following conditions:
- May be used even if the Transaction was Authorized.
- Amount to be charged back is the full Transaction amount.
- Before filing this Chargeback, the Issuer must manually enter the fraud Transaction into the WFIS or electronically transmit it into the GNS Fraud Repository.
- For Final Chargeback - This Chargeback is only applicable if the First Chargeback was either a fraud type or one of the following:
- 4512 - Multiple Processing
- 4516 - Request for Support Not Fulfilled
- 4517 - Request for Support Illegible/Incomplete
- 4754 - Local Regulations/Legal Dispute
Dependencies
- Cardmember Documentation or Issuer Declaration that supports the Chargeback
Validations
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- Card Acceptor High Risk Indicator = S, I, F, T or X
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Card Data Input Mode, position 7 = 9
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- Program Indicator in 892-893 of First Pres 1240 msg = 08
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Card present, position 6 = X
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- Card present, position 6 = X
- Card Acceptor High Risk Indicator = F
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High Risk S/Es listed under the following categories are not eligible for Excluded Transactions under this ISO code:
a. Risk indicators of “I”, “S”, “X”
b. Gambling MCCs 7801, 7802, 7995
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- Card Acceptor High Risk Indicator = I, S or X or
- MCC = 7801, 7802, 7995
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Related Questionnaires
Fraud condition:
- The Cardmember made a Good Faith attempt to either obtain or cancel the Goods or Services not received or return the partially received Good or Services in compliance with both the merchant’s cancellation/return policy and local law and regulation.
And one (1) or more of the following conditions is also met:
- The amount to be charged back will either be for that part of the Goods or Services which were not received or for the entire Transaction amount when partially delivered shipments have been returned to the merchant. In the case of funds dispensed from an ATM, no return of partially dispensed funds is necessary.
- The Cardmember ordered Goods or Services via mail/telephone/Internet means, to be delivered to the address specified by the Cardmember and the Goods or Services were not received.
- In the case of Transactions to fund an SVDF, the funds were not loaded to the SVDF or only partially loaded. The amount to be charged back is limited to the difference between the Presentment Amount and the amount loaded to the SVDF. No return of partially loaded funds is necessary.
Timeframes
If applicable, before initiating a Dispute, an Issuer must wait 15 calendar days from either:
- The expected date of delivery
- Transaction Date if delivery is unscheduled
- The date the Cardmember returned/attempted to return
Note: In the event chargeback deadline date will be lost if the dispute is pended the system will not pend the case and send the chargeback prior to the deadline.
A Dispute must be processed no later than either:
- Point of Sale (POS) Transactions
- 120 days from the date of the merchants' written acknowledgment of credit due
- 120 days from the expected date of receipt of the goods and service.
- 120 days from the date the cardmember became aware that the expected goods and services would not be provided. (Note: Not to exceed 540 days from the network processing date)
- 120 days from the Network Processing Date of the Presentment.
- Stored Value Digital Facility (SVDF) and ATM Transactions
- 120 days from Network Processing Date when the dispute is related to a Stored Value Digital Facility (SVDF)
- 45 days from Network Processing Date when the dispute is related to a ATM transaction
Dependencies
- Cardmember attempted to resolve with merchant
- When disputing ATM transactions a retrieval request needs to be placed prior to submitting a chargeback
Document Requirements
- Credit Voucher - Required when a Cardmember indicates the merchant provided a credit voucher
- Return Details Documentation - Required when a Cardmember indicates proof of return can be provided in claim intake
Related Questionnaires
Amex Merchandise or Service Not Received Questionnaire