Non Receipt of Information Chargebacks
Chargeback Reason are divided into six different categories. Today I will start
with non-receipt of information.
Chargeback Code 60
Chargeback Code 60 is basically when the customer requested a copy of the receipt
and it illegible or invalid. Maybe the merchant submitted a sales receipt that did
not contain all the required information or the receipt was illegible because:
- POS printer ribbon was worn and the ink was too light
- POS paper roll was nearing the end and the colored streak indicating this
made the print illegible
- The document submitted was not the requested copy of the sales receipt.
- The original sales receipt was microfilmed at a reduced size, resulting
in blurred and illegible copies
- The copy was on colored paper
- The carbonless paper of the original sales receipt was mishandled, causing
blotches and making the copies illegible
If you, as the merchant, receive this chargeback reason code, resubmit a legible
or complete copy of the sales receipt to your merchant account provider. If you
are missing information or a legible copy of the sales receipt cannot be provided,
accept the chargeback. If the retrieval request is fraud-related and you provide
a substitute sales receipt, accept the chargeback. You, as the merchant, has no
representment rights unless the card issuer's chargeback is for "illegible item
received or invalid".
Preventive Measures
For preventive measures, if you microfilm sales receipts, make copies of the microfilm
at the same size as the original receipt, otherwise, the image(s) might make the
receipt illegible.
- Change the POS printer ribbon routinely.
- When you see the colored streak, change the paper immediately.
- Keep the white copy of the sales receipt and give customers the colored
copy. (Colored paper does not copy as well as white paper and might make illegible
copies.)
- Handle carbonless paper and carbon- or silver-back paper careful. Silver-back
paper appears black when copied. Any pressure on carbonless and carbon-back
paper during handling / storage might cause blotches, making copies illegible.
- Position your logo or marketing message on sales receipts away from the
transaction information.
- For fraud-relates retrieval requests, provide a copy of the signed sales
receipt.
Chargeback Reason Code 75
Chargeback Reason Code 75 is basically the customer did not recognize the transaction
and contacted the issuing bank. The most common reason is the merchant store name
or location shown on the cardholder's billing statement was not correct or unrecognizable
to the cardholder.
When this is the reason, provide any documentation that might help the customer
remember, like a sales receipt, shipping invoice or delivery receipts, or a description
of the merchandise or service provided.
The best way - especially when doing business on the internet is having a good
receipt. It is critical that the merchant name, while reflecting the merchant's
DBA name, also be clearly recognizable by cardholder.
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