Top 10 Chargeback Reasons
1. Unauthorised Mail/Telephone Transaction
Occurred because the cardholder denies participation in this transaction.
You
can avoid this by ensuring that you are authorised to accept Mail
Order/Telephone Order (MOTO) transactions and being more alert and
getting as much customer identification as possible such as a faxed id.
2. Requested Item Not Received
Occurred because the requested information was not returned to ANZ within the applicable timeframe.
You
can avoid future chargebacks of this type by supplying a copy of the
sales slip as specified in the retrieval request letter.
3. Duplicate Processing
Occurred because a transaction was charged to the cardholder’s account two or more times.
You
can avoid future chargebacks of this type by crediting the cardholder
via your terminal or contacting ANZ Merchant Services when it is
realised that a cardholder has been charged more than once for a
transaction.
4. Invalid Account Number
Occurred because the cardholder’s bank cannot locate a valid account number for the credit card number.
You
can avoid future chargebacks of this type by ensuring that the account
number recorded on the sales receipt is correct ie. swiped or imprinted
and updating your records if you have signed authority.
5. Transaction Exceeds Floor Limit
Occurred
because the transaction was over your floor limit and required
authorisation. We have reviewed our records and cannot locate an
authorisation for this sale.
You can avoid future chargebacks of this type by obtaining proper authorisation on all sales.
6. Sales Voucher Not Imprinted with Card
Occurred
because the credit card was not imprinted or the swipe was not read at
the time of sale. Cards which will not swipe read must be imprinted.
You
can avoid future chargebacks of this type by ensuring all sales
vouchers are imprinted or cards are swiped and read at the time of sale.
7. Invalid Transaction
Occurred
because the transaction was processed using an incorrect account
number, transaction amount, or an addition or transposition error was
made when calculating transaction amount.
You can avoid future chargebacks of this type by ensuring all calculations of transaction amounts are correct.
8. Merchandise Not Received by Purchaser
Occurred because the cardholder states that she/he has not received the merchandise purchased.
You
can avoid future chargebacks of this type by ensuring that the
merchandise has been shipped to the cardholder prior to billing
occurring.
Ensure goods are delivered to the person at the delivery address and obtain formal identification (eg licence).
9. Credit Voucher Not Processed
Occurred because a partial or full credit was not issued.
You can avoid future chargebacks of this type by processing a partial or full credit to the cardholder’s account.
10. Posting Direct Debits
Occurred because the cardholder cancelled a direct debit but is still receiving the debit.
You can avoid future chargebacks of this type by updating your records as soon as the cancellation is received.