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Cancelled Merchandise/Services (13.7)

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Conditions

An issuer may initiate a dispute under Dispute Condition 13.7: Cancelled Merchandise/Services for the following reason:

All of the following:

  • The cardholder cancelled or returned merchandise, cancelled services, cancelled a timeshare transaction, or cancelled a guaranteed reservation.
  • The merchant did not process a credit or voided transaction receipt.

 Either:

  • The merchant did not properly disclose or did disclose, but did not apply, a limited return or cancellation policy at the time of the transaction.
  • In the Europe Region: The merchandise or services relate to an off premises, distance selling contract (as set out in the EU Directive and amended from time to time) which is always subject to a 14-day cancellation period.

Dependencies

  • If the merchandise was shipped before the transaction was cancelled, the cardholder must return the merchandise, if received.
  • The dispute amount is limited to either:
    • The value of the unused portion of the cancelled service
    • The value of the returned merchandise
  • The dispute applies if the returned merchandise is refused by the merchant.
  • For a timeshare transaction, either:
    • The dispute applies for a timeshare Transaction processed with an incorrect MCC.
    • The dispute applies if the cardholder cancelled a timeshare transaction within 14 calendar days of the contract date or the date the contract or related documents were received. If the cardholder cancels a timeshare transaction after 14 calendar days from the contract date or the date the contract or related documents were received, the cardholder must cancel according to the merchant’s properly disclosed limited return or cancellation policy.
  • For a guaranteed reservation:
    • The dispute applies if the cardholder cancelled a guaranteed reservation with the merchant or its agent according to the cancellation policy, but was billed for a no-show transaction.
    • The dispute applies if the merchant or its agent processed a no-show transaction for more than one day’s accommodation or rental and applicable taxes when a guaranteed reservation was cancelled or unclaimed.
    • The dispute applies if the cardholder made a reservation and attempted to cancel within 24 hours of delivery of the reservation confirmation, but was billed for a no-show transaction.
  • Before the Issuer may initiate a dispute, the cardholder must attempt to resolve the dispute with the merchant or the merchant’s liquidator.
  • The merchant is responsible for merchandise held in a customs agency in the merchant’s country.
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