Conditions

The cardholder contacted the issuer alleging both of the following:

• Digital goods were purchased in an e-commerce transaction that was less than or equal to USD 25 (or the local currency equivalent)
• The merchant did not offer the cardholder purchase control settings.

In addition, all of the following:

• The cardholder's account is not closed
• The cardholder's account is in good standing with no associated fraudulent transactions
• The issuer must determine, based on a challenge of the cardholder, that prior to the date(s) of the disputed transaction(s), the cardholder had provided card information to the merchant in order to establish an account that could be used for future digital goods purchases, but the merchant did not offer or establish the following minimum purchase controls in connection with the use of that account:
  • The option, enabled as a default setting, for the cardholder to disable all digital goods
    purchases;
  • The time period during which a digital goods purchase can be made on the cardholder’s
    account with the merchant (the “account open” period) must not exceed 15 minutes from the
    time at which the cardholder enters account authentication credentials; and
  • Allowing the cardholder to confirm or to cancel the clearly displayed total transaction amount
    of each pending digital goods purchase before completion of the transaction.

The issuer is advised to ask the following questions when challenging the cardholder and to educate
the cardholder on the use of purchase control settings:

1. Was the cardholder given the option to disable all digital goods purchases on the account?
2. Did the cardholder agree (such as by checking a box) to permit digital goods purchases to be
   made without the entry of a password or other form of authentication?
3. When the cardholder was required to enter authentication credentials to use the account, was the
   cardholder prompted to re-enter the credentials after a period of inactivity? When known, did
   that period exceed 15 minutes?
4. Did the merchant site afford the cardholder the option to confirm or to cancel each purchase?
5. Did the cardholder receive notification (such as via email, text, or other means) promptly after
   each purchase was completed?

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.
• The messageText field must include the value "DIGITAL GOODS" (When this recovery option is used, the system will automatically pass this value).

Validations

None