My Merchant Account Blog

Non Receipt of Information Chargebacks

Friday, October 20, 2006

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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