Overview
Under certain conditions, charge-back rights are not immediately available. When one of these conditions is met, automatic submission is delayed accordingly. These conditions are outlined below, by network.
American Express
Dispute Reason | Condition | Delay |
|---|---|---|
Goods or Services Not Provided | An expected goods or services receive date is provided by the customer. | Sent 15 days after the expected receipt date. |
Goods or Services Not Provided | An expected goods or services receive date is not provided by the customer. | Sent 15 days after the transaction date. |
Credit Not Processed | The customer was provided with a credit voucher or voided transaction receipt and it is dated. | Sent 15 days after the date on the credit voucher or voided transaction receipt. |
Credit Not Processed | The customer cancelled the order. | Sent 15 days after the date that the customer cancelled the order. |
Credit Not Processed | The customer returned/refused the goods. | Sent 15 days after the date that the customer returned/refused the goods. |
Not as Described | The customer returned/attempted to return date. | Sent 15 days after the return or attempted to return date. |
Mastercard
Dispute Reason | Condition | Delay |
|---|---|---|
Goods or Services Not Provided | The dispute involves merchandise or service will not be provided (i.e. the merchant is no longer in business). | None – sent immediately. |
| Goods or Services Not Provided | The dispute involves interruption to an ongoing service. | None – sent immediately. |
Goods or Services Not Provided | An expected goods or services receive date is provided by the customer. | Sent on the expected receive date. |
Goods or Services Not Provided | An expected goods or services receive date is not provided by the customer. | Sent 30 days after the transaction date. |
Credit Not Processed | The customer was provided with a credit voucher or voided transaction receipt and it is dated. | Sent 15 days after the date on the credit voucher or voided transaction receipt. |
Credit Not Processed | The customer cancelled the order. | Sent 15 days after the date that the customer cancelled the order. |
Credit Not Processed | The customer returned the goods. | Sent 15 days after the date that the customer returned the goods. |
Damaged, Defective, Misrepresented, Not as Described, Quality | A goods or services received date is provided by the customer. | Sent 15 days after the date received. |
Star
Dispute Reason | Condition | Delay |
|---|---|---|
| All | All disputes | Sent 5 days after the transaction posting date. |
Visa
Dispute Reason | Condition | Delay |
|---|---|---|
| Merchandise/Services Not Received | The dispute involves good or services not received. | Sent 15 days after the expected received date. |
| Merchandise/Services Not as Described or Defective | The dispute involves goods or services that are misleading or broken. | Sent 15 days after the return date. |
| Credit Not Processed | The customer returned the goods and credit was not received. | Sent 15 days after received date. |
| Merchandise/Service Cancelled | The customer cancelled the services or order of goods but were still delivered or performed. | Sent 15 days after return date. |