Visa Chargeback Representment Guidelines

Reason code Reason Description
Code 30

Services not rendered/ merchandise not received

You should demonstrate that services were provided or that merchandise was delivered. 

Provide the following:

  • For services: Proof that the cardholder used the services (i.e. invoice, log‐in information, post-sale service, i.e. communication with the cardholder after the payment, etc).
  • For an electronic commerce transaction: Representing the sale of digital goods downloaded from a website: one or more of the following: 
    • Purchaser's IP address
    • Purchaser's e-mail address
    • Description of the goods downloaded 
    • Date and time goods were downloaded 
    • Proof that your website was accessed for services after the transaction date.
  • For merchandise: The invoice that shows cardholder's shipping address and a proof of delivery to that shipping address (i.e. tracking number and a screen shot or a print out of shipper's proof of delivery). Documentation to prove a link between the person receiving the merchandise and the cardholder or to prove that the cardholder disputing the transaction is in possession of the merchandise.

 Proof of shipping does not constitute proof of receipt.

Code 41 Canceled recurring transaction

You should demonstrate that the cardholder did not cancel, or canceled after the transaction date, or expressly renewed membership (if applicable); that you sent a notice of the upcoming charge at least 10 days prior to transaction without a response from the cardholder. Proof that the cardholder used services after the alleged cancellation date or that merchandise was shipped before the cancellation date. Proof that this is an instalment billing and not a recurring charge. 
Provide the following:

  • For services: Proof that the cardholder is still interested in using the service; for example the merchant may have received email(s) or any other communication about the service. It is a good practice for many merchants to engage their customers or email them prior to charging a membership fee, recurring payment or subscription. As this would allow the cardholder to cancel the payment before being charged and avoid a possible dispute.
  • For merchandise: a proof that merchandise was shipped prior to cancellation date and no returns have been received (i.e. shipping information/proof of delivery). Proof that notice of upcoming billing was sent to Cardholder at least 10 days prior to transaction (i.e. e‐mail notifications, etc).

A cardholder may cancel a recurring transaction directly with the merchant or with the issuing bank. 

Adyen recommends accepting most CB RC 41 as it is difficult to prove the cardholder did not cancel. Moreover, Visa only requires that the cardholder provides a date of cancellation without additional proof of this cancellation.

Code 53 Not as described or defective merchandise

You should demonstrate that service or merchandise was as described or that any defects were fixed and/or defected items were replaced. 

Provide the following:

  • For services: Proof that services promised were those that were received by the Cardholder (i.e. invoice, terms & conditions, log‐in information, etc).
  • For merchandise: Proof that the cardholder was sent a replacement item (i.e. shipping information, terms & conditions, return information, and invoice, etc). Proof that shipped items were as described, and were delivered to the cardholder's shipping address (i.e. invoice, terms & conditions, proof of delivery, etc).
Code 75  Cardholder does not recognise transaction

The merchant should demonstrate that this is a valid transaction by providing supporting documents.

Provide all available documents related to the cardholder and what was purchased (i.e. invoices, description of service, terms & conditions, log in information, account info, etc).

Code 76 Incorrect currency/ transaction code

Typically occurs for a transaction receipt that was processed in error and the merchant processed a credit transaction, within 30 calendar days, instead of a reversal or an adjustment. As a consequence the cardholder suffered a financial loss due to the currency exchange rate. The rule stipulates that you must process a reversal or an adjustment if it processed a

transaction receipt in error. Thus, you have to accept the chargeback. The chargeback is limited to the difference in the credit transaction and the original debit.

Code 80 Incorrect transaction amount/ account number

You should demonstrate that original transaction amount is correct or that the cardholder agreed to the altered amount. 

Provide the proof that disputed amount matches price of what was received (i.e. invoice, cardholder agreement, etc).

Code 82  Duplicate processing

You should demonstrate that two separate transactions were processed. 

Provide a proof that there were two separate orders from the cardholder or that recurring billing is properly disclosed (i.e. all invoices, terms & conditions, cardholder agreement, etc).

Also, the invoices and documents for all transactions referenced in this dispute.

Code 83 Fraudulent transaction – card absent environment

The Merchant should demonstrate that service or merchandise was a legitimate purchase by the cardholder. 

Provide the following:

  • For services: Proof of an exact AVS match and that profile/membership information matches card information (i.e. invoices, profile/membership info, etc).
  • For an electronic commerce transaction: Representing the sale of digital goods downloaded from a website: one or more of the following: 
    • Purchaser's IP address
    • Purchaser's e-mail address
    • Description of the goods downloaded 
    • Date and time goods were downloaded; 
    • Proof that the Merchant's Website was accessed for services after the transaction date.
  • For merchandise: Proof of an exact AVS match and that merchandise was delivered to AVS match address (i.e. invoices w/billing & shipping addresses, proof of delivery, etc). documentation to prove a link between the person receiving the merchandise and the cardholder or to prove that the cardholder disputing the transaction is in possession of the merchandise.

Adyen recommends representing CB RC 83 only if 3D Secure transaction. Therefore, Adyen has an inbuilt automatic defense for transactions processed via 3D Secure.

Code 85 Credit not processed

You should demonstrate that returned goods were not received and terms and conditions, refund policy were properly disclosed prior to the transaction; that merchandise was delivered/services were provided; or that a credit was processed. 
Provide a statement that a cancellation of services request was not received, and proof that terms & conditions, cancellation policy are properly disclosed prior to purchase, or proof that a credit was processed (i.e. proof of refund, cancellation policy, terms and conditions, invoices, etc). 

The following are guidelines on proper disclosure:

  • Online transactions: An e-commerce merchant must disclose its refund policy to the cardholder, and the cardholder must be required to acknowledge the policy, before the transaction has been completed. The terms and conditions of the purchase must be displayed on the checkout screen (the screen used to present the total purchase amount) or on one of the pages the cardholder accesses during the checkout process. The cardholder should provide their acknowledgment by selecting a ''click to accept'' button or by entering their initials in a text box.
  • Mail Order transactions: A mail order merchant must disclose its refund policy on the order form, an invoice or a contract near the cardholder's signature or initials.
  • Card present transactions: You should print its refund policy near the signature line of the receipt (typically at the bottom, near the transaction amount). If the return policy is disclosed on the back of the receipt, the cardholder must sign the front of the receipt and initial the back of the receipt near the disclosure statement.

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