Non Receipt of Goods or Services Chargeback Codes
There is only one chargeback reason code in this group. These chargebacks can happen
from time to time if the consumer claims the services were not provided or the goods
were not delivered - maybe even not received in a timely fashion.
Reason Code 30: Services Not Provided or Merchandise Not Received
Reason Code 30 can happen when card issuer receives a claim from a cardholder the
merchandise or services ordered were not received or the cardholder cancelled the
order as the result of not receiving the merchandise or services by the expected
delivery date.
The most common causes is when the merchant:
- Did not provide the services
- Did not send the merchandise
- Billed for the transaction before shipping the merchandise
- Did not send the merchandise by the agreed-upon delivery date
Notified of a Chargeback
If the merchandise was delivered by the agreed-upon delivery date, contact the merchant
account provider with details of the delivery or send your merchant bank evidence
of delivery, such as a delivery receipt signed by the cardholder or a carrier's
confirmation that the merchandise was delivered to the correct address. If the merchandise
was software that was downloaded via the Internet, provide evidence to your merchant
bank that the software was downloaded to or received by the cardholder.
If no delivery date has been specified, and the card issuer charged back the transaction
less than 30 days from the transaction date, send a copy of the sales receipt to
your merchant bank pointing out that 30 days have not yet elapsed. You should also
state the expected delivery date.
If the specified delivery date has not yet passed, return the chargeback to your
merchant bank with either information or a copy of the documentation showing the
expected delivery date. In general, you should
not deposit sales receipts until merchandise
has been shipped. For custom-made merchandise, you may deposit the entire
transaction amount before shipping, provided you notify the cardholder at the time
of the transaction
If the merchandise was shipped after the specified delivery date, provide your merchant
bank with the shipment date and expected arrival date, or proof of delivery and
acceptance by the cardholder.
If the contracted services were rendered, provide your merchant bank with the date
the services were completed and any evidence indicating that the customer acknowledged
receipt.
To Help Prevent Chargeback Reason Code 30
If delivery of merchandise is to be delayed, notify the customer in writing of the
delay and the expected delivery date. As a service to your customer, give
the customer the option of proceeding with the transaction or cancelling it (depending
on your customer service policy).
If you are shipping merchandise without requesting proof of delivery, consider the
costs and benefits of doing so compared to the value of the merchandise you ship.
Proof of delivery - such as certified mail or a carrier's certification that the
merchandise was delivered to the correct address and signed for by the cardholder
- will allow you to return the chargeback if the customer claims the merchandise
was not received.
If you sell software that can be downloaded via the Internet, it is suggested that
you design your web site to enable you to provide evidence to the merchant account
provider that the software was successfully downloaded and received by the cardholder.
You might even consider using extra scrubbing techniques like Verified By Visa and
MasterCard Secure Code and using fraud protection services.
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