Conditions

One of the following:

• The cardholder contacted the issuer claiming both of the following:
  • The cardholder engaged in the transaction.
  • The purchased goods or services were not received.
• Travel services arranged through an online travel agency or tour operator were not received and
  the travel agency or tour operator is no longer in business.

Time Limit

• In cases involving delayed delivery of goods or services and the delivery or performance date was not specified by the merchant: The issuer must wait 30-calendar days from the transaction date before submitting a chargeback and not to exceed 120-calendar days from the transaction settlement date. However, the issuer may charge back the transaction immediately (and not wait the 30-calendar days) upon learning the merchant will not provide the goods or services because, for example, for the merchant is no longer in business.
• In cases involving delayed delivery of goods or services and the delivery or performance date was specified by the merchant and the latest anticipated delivery or performance date was specified by the merchant has passed: Within 120-calendar days of the latest anticipated delivery or performance date specified by the merchant. However, the issuer may charge back the transaction immediately (and not wait until the latest anticipated delivery or performance date has passed) upon learning the merchant will not provide the goods or services because, for example, for the merchant is no longer in business.
• In cases involving interruption of ongoing services: Within 120-calendar days of the date the cardholder becomes aware that the service ceased. A chargeback must not be processed after 540-calendar days from the Central Site Business Date of the first presentment.
• In cases involving the purchase of a merchant-branded prepaid gift card without an expiration date printed on the card and that merchant subsequently goes out of business: 

  • For transactions completed using a card issued in either Canada, the United States, or one of the U.S. Territories at a merchant located in either Canada, the United States, or one of the U.S. Territories: Within 120-calendar days of the Central Site Business Date of the first presentment.

  • For all other transaction: Within 540-calendar days from the Central Site Business Date of the first presentment.

Dependencies

• A cardholder letter, email, message, or completed Dispute Resolution Form describing the cardholder’s complaint in sufficient detail to enable all parties to understand the dispute.
• Documentation from an expert or professional that supports the cardholder’s dispute about the level of quality or misrepresentation (Optional)
• Documentation that supports the cardholder’s dispute including, but not limited to, the original receipt, invoice, work order, brochure, contract, or appraisal (Optional)

Validations

None

Related Questionnaires

Mastercard Questionnaire - Merchandise or Service Not Received

Notes

This chargeback applies when the cardholder receives an empty box or a box containing worthless items, such as a brick or a stack of paper.