Analyze

Deny the dispute using the Money Transfer reason. Note the following:

The transaction was processed by a money transfer merchant. Money transfer merchants are not responsible for the delivery or suitability of goods or services. Money transfer merchant’s sole responsibility is to ensure funds are successfully transferred between payer and payee. As such, we have determined that no error has occurred.

Deny the dispute as Accountholder Liable. Note the following:

On (enter date) we requested additional information related to this purchase. To date, we have not received a response. Without the required information, we are unable to pursue recovery on your behalf.

Grant Provisional Credit to all disputed transactions. 

Deny the dispute as Accountholder Liable. Note the following:

Regrettably, we are unable to approve your claim at this time. The customer has prior business with the merchant, taking place on the same card, that has not been disputed (see below). The member will need to work directly with the merchant for resolution.

Include the undisputed transactions from the same merchant in your note. For example:

Pinterest Ads 415-7627100 CAUS May 1, 2022 on card ending in 4344 $30.00

Fraud: Claim paid. Transactions are outside of member spending pattern. All transactions under chargeback limit, so unable to obtain documentation to provide further information regarding disputes.

Non-fraud: Claim paid. All transactions under chargeback limit, so unable to obtain documentation to provide further information regarding disputes.

Write-off, no chargeback rights, VBV. (Visa)

Write-off, no chargeback rights, VB ECS. (MasterCard)

The transaction passed through an extra layer of security. This write-off reason only applies to fraud claims.

Visa: Check the Additional Data menu for the EC Moto. Chargeback rights don't exist if the EC Moto is 5 or 6. 

MasterCard: Check the Additional Data menu for the Electronic Electronic Commerce Security Level Indicator. Chargeback rights don't exist if the ECS value is 211, 212, 215, 221, 222, 225, 241, 242, 245, 922, 912, 915.

The disputed transaction doesn't have chargeback rights due to how it was processed. On a fraud card-secure claim, chargeback rights don't exist if the entry mode was either 05, 07, or 80.

Subject: Denied - Duplicate Dispute (last three digits of the dispute ID number)

Body: Duplicate dispute on claim (claim ID number)

Subject: Denied - Money Transfer Merchant (last three digits of the dispute ID number)

Body: The transaction was processed by a money transfer merchant. Money transfer merchants are not responsible for the delivery or suitability of goods or services. Money transfer merchant’s sole responsibility is to ensure funds are successfully transferred between payer and payee. As such, we have determined that no error occurred.

This denial reason can be used for a few scenarios, so review the notes on the claim for specifics. Possible explanations:

• The merchant rendered services/merchandise according to the agreement
• The disputed transactions have been identified as authorized and are not fraud
• The member did not provide enough information for chargeback within the required timeframe
• The member did not respond to merchant documentation within the required timeframe

Subject: Denied - No Error (last three digits of the dispute ID number)

Explain in the body the reason why no error had been made by the merchant. For example:

No error occurred, member claims the quality of the pizza was unacceptable, however, member confirmed they ate the pizza and did not attempt to return the food.

If the member has prior history with the merchant, and therefore the charge is not fraudulent, enter in the body:

Regrettably, we are unable to approve your claim at this time. The customer has prior business with the merchant, taking place on the same card, that has not been disputed (see below). The member will need to work directly with the merchant for resolution.

If the member did not respond to our request for additional information, enter in the body:

On (date) we requested additional information related to this purchase. To date, we have not received a response. Without the required information, we are unable to pursue recovery on your behalf.

If the member consumed the product or the service was rendered as promised, deny as such:

Though the quality of your purchase did not meet your expectations, we are unable to proceed with your claim because the services were rendered. The transaction completed as requested. Once the transaction was made, you are bound by their cancellation and refund policy. Please work directly with the merchant for a resolution.

Notation for this scenario is not needed.

The member has a responsibility to identify and report unauthorized/cancelled charges in a timely manner. Here are two reasons this denial reason is used:

1. The transaction occurred too long ago for us to complete a chargeback (typically 120+ days ago)
2. The member is disputing several recurring transactions, however, only a few of the earliest payments are eligible for chargeback

Subject: Denied - PTL (last three digits of the dispute ID number)

Body: Transactions are out of timeframe

To review how to notate 60-day rule scenarios, click here.

Subject: Denied - Posted Late (last three digits of the dispute ID number)

Body: 

Subject: Denied - 

Body:

Subject: Denied - Valid Card Present (last three digits of the dispute ID number)

Body: We have determined that no error occurred as the services were rendered by the merchant listed in the dispute. Your physical card was present where the CHIP and/or PIN were authenticated at the merchant's terminal, with no errors, and the card was in your possession when the transaction occurred.

Subject: Denied - Withdrawn (last three digits of the dispute ID number)

Body: Member withdrew claim on (date)

Merchandise/Service not provided

1. Description of the merchandise or service.
2. Expected delivery or service date*
   *If none is provided, a chargeback cannot be done until day 30 from the transaction date, unless the merchant confirms that the merchandise will not be provided.
3. An attempt was made to resolve with the merchant.

Not as Described/Quality

1. An explanation of what was not as described, defective, or information regarding the quality-related issue.
2. The date the merchandise or services were received.
3. An attempt was made to resolve with the merchant.

For services, the date of cancellation, or when a credit was requested from the merchant.

For merchandise, the return date or attempted return date.
For returned merchandise, all of the following, as applicable:

• • The name of the shipping company (if available)
  • A tracking number (if available)
  • The date the Merchant received the merchandise

If an expert opinion is needed, request the following:

Please provide documentation from an expert or professional (on their business letterhead, with a business card attached, or validated by other information demonstrating that the opinion expressed is that of an expert) that supports the dispute about the level of quality or misrepresentation of purchased items.

Counterfeit

One of the following:

• • The documentation provided by a person purporting to be the owner or authorized representative of the owner of intellectual property rights for the goods purported to be counterfeit (which documentation may be available from a website, on business letterhead, with a business card attached, or validated by other information demonstrating that the opinion expressed is that of an expert) substantiating that the goods purchased are counterfeit.
  • Documentation substantiating that the merchant that sold the purported counterfeit goods was closed by a governmental agency for selling counterfeit goods now purported by the cardholder to be counterfeit.
  • Documentation from a bona fide expert substantiating that the disputed goods are counterfeit, which documentation is on the expert's letterhead or validated by other information demonstrating that the opinion expressed is that of an expert.

Late Presentment

None

Credit Not Processed

1. Merchant documentation to support credit is due to the cardholder.
2. Proof of an improperly disclosed in-store credit and cardholder explanation.
3. If the chargeback states that the merchandise was returned but the merchant denies receiving the merchandise in the second presentment, the Issuer must provide proof that the merchandise was returned to and received by the merchant to accompany the pre-arbitration case.

Cancelled Recurring

Either:

• The date the service was cancelled.
• The date the merchant was notified that the account was closed.

Credit Posted as a Debit

None

Transaction Amount Differs/Charged Incorrect Amount

1. Description of how the amount authorized differs from the amount posted.
2. Documentation detailing the correct transaction amount (receipt or invoice, final bill, merchant correspondence).

Document request: Please provide proof that indicates a lesser amount is due.

Charged More Than Once/Paid By Other Means

For duplicate processing:

• Proof of the duplicate charge.
• If the transaction was processed by different Acquirers (including Originating Acquirers), the Acquirer that processed the invalid transaction is responsible for the dispute. If the Issuer (including a Recipient Issuer) cannot determine which transaction is invalid, the Acquirer that processed the second transaction is responsible for the dispute.
• For an ATM Transaction that was processed by different Acquirers, the Acquirer that processed the invalid Shared Deposit Adjustment is responsible for the dispute. If the Issuer or Recipient Member cannot determine which transaction is invalid, the Acquirer that processed the second transaction is responsible for the dispute.

For transactions that were paid by other means:

• The dispute applies when a contract reflects that the merchant accepted a voucher issued by a third party as payment for merchandise or for services rendered, and subsequently bills the cardholder because the merchant is unable to collect payment from the third party
• The cardholder must attempt to resolve the dispute with the merchant or the merchant’s liquidator, if applicable, before the Issuer may initiate a dispute.

Deny the claim as Accountholder Liable. Include the following in the body of your notes:

Claim Denied. Member states card was lost/stolen, however the physical card was present where the CHIP was authenticated at the merchant's EMV/CHIP compliant terminal, with no errors on transactions occurring after the date of loss that are not currently being disputed. Due to the cardholder using the card after the date of loss, the claim is being denied at this time.

Copy/paste the undisputed card-present purchases after the lost/stolen date that are not being disputed. 

Member states they gave a friend or family member their card/card information to make a purchase in the past, and this same person made the disputed charges.

Deny the dispute as Accountholder Liable. Note the following:

Disputed charges are a result from a family member/friend. Member should seek resolution with the individual who made the purchases and/or the merchant. 

If unable to deny due to workflow, select Do Not Pursue Recovery. 

Deny the dispute as Accountholder Liable. Note the following:

Member made a purchase from a scammer. Unfortunately, these charges were authorized, and the merchant completed the service requested, so we are unable to pursue recovery on the member's behalf.

If unable to deny due to workflow, select Do Not Pursue Recovery. 

Reclassify the claim to Non-fraud - Cancelled Recurring and pursue the chargeback as 4853 - Recurring Not Properly Disclosed.

Note: QFD does not have Not Properly Disclosed as a claim reason type but we do have recovery rights under 4853.