Quality of Goods or Services

Owned by Devan Robertson
Last updated: Feb 20, 2020Version comment
3 min read

Conditions

The Cardholder claims that the Cardholder was charged by the Merchant for a Purchase where the quality of goods delivered or services rendered by the Merchant did not conform to the agreement of the parties  Following are examples of applicable scenarios:

  • Cardholder claims that the quality of goods or services received from the Merchant was not as expected or advertised
  • Cardholder claims that goods received were damaged or defective, and the Cardholder returned the goods to the Merchant
  • Cardholder refused delivery of goods or services because the quality of the goods or services was insufficient; however, the Merchant submitted a Purchase to the Account
  • Cardholder claims that Merchant delivered Counterfeit Merchandise.  If the Cardholder received confirmation that the delivery consisted of  Counterfeit Merchandise from one of the following entities, the  Cardholder is not required to return the goods:
    • Intellectual property rights owner (including a website or other public notice)
    • Legal or law enforcement Agency
    • Neutral party or customs Agency
  • Cardholder claims that the delivery of a Timeshare by a Merchant using Timeshares (MCC 7012) was not as represented in the sales agreement
  • Cardholder claims that a currency alteration or substitution occurred in connection with the Purchase. A currency alteration or substitution arises when the Merchant, International Merchant, Acquirer or International Acquirer converts currency used to initiate the Purchase (e.g., hotel room rate quoted in U.S. Dollars) into the Local Currency (e.g., Euros) and then submits sales data relating to the Purchase in Local Currency for Processing and conversion to U.S. Dollars by PULSE. Only the currency conversion amount that is the subject of the Cardholder's claim may be included in the Dispute. The total Card Transaction amount may not be submitted if the Dispute relates to a currency conversion Cardholder claim.

The Chargeback amount is limited to the amount billed in error to the Account of the unused portion of the service or value of the goods returned by the Cardholder, not to exceed the original amount of the Card Transaction.

Quality of Goods or Services (4553) may NOT be used:

  • For ancillary Disputes. Ancillary Disputes arise when a service provided causes an unexpected problem not directly related to the disputed Purchase.
  • To initiate Disputes for inconveniences experienced by the Cardholder in connection with the receipt of the goods or services Purchased in a Card Transaction. Inconvenience claims arise when the Merchant provides or delivers goods or services Purchased in a Card Transaction but the Cardholder experiences an incidental or unexpected problem.


Timing

An Issuer or Issuer Processor may initiate a Chargeback within the following timelines as applicable:

  • If a Transaction Retrieval Request (TRR) is submitted, a Chargeback must be initiated between 60 calendar days of the TRR initiation date and 30 calendar days of the close date of such TRR.
  • If there is no TRR, the Chargeback must be initiated within 120 calendar days of the Processing date of the Card Transaction.
  • If a delivery date was not provided or agreed upon, then the Processor may initiate a Chargeback Request from 15 to 120 calendar days from the Transaction Date.


Dependencies

  • The Cardholder must first attempt to resolve the claim directly with the Merchant. Only after the Issuer or Issuer Processor confirms that the Cardholder was unsuccessful in resolving the claim directly with the Merchant may the Issuer or Issuer Processor initiate a Dispute.
  • For an allegation of Counterfeit Merchandise, the Issuer or Issuer Processor must provide all of the following information to demonstrate that the goods were counterfeit:
    • A description of the allegedly counterfeit goods and
    • The current location of the goods.
  • For an alleged misrepresentation in connection with a Purchase, the Issuer or Issuer Processor must provide all of the following:
    • Transaction documentation or other Representment documentation that the Merchant's verbal and/or written representations did not match the terms and conditions the Cardholder agreed to honor.
    • Evidence that the Cardholder reported the incident to a consumer protection Agency, law enforcement authority or comparable Agency, where applicable.
  • Following are examples of Representment documentation to support the Dispute:
    • Evidence that the Cardholder did not receive the quality of goods or services as expected or advertised
    • A cancellation reason, method, number or evidence that the goods or services were not received or provided as expected or advertised


Validations

  • Is not a PPE transaction in an amount less than $50.