My Merchant Account Blog

Visa Chargeback Reason Code 60 - Illegible Fulfillment

Wednesday, November 30, 2011

The card issuer requested and received a transaction receipt or substitute transaction receipt and the account number or amount is illegible.

Most Common Causes

The merchant submitted a transaction or substitute sales receipt with an account number or amount that was not legible because:

The point-of-sale printer ribbon was worn and the ink was too light.
The point-of-sale paper roll was nearing the end and the colored streak indicating this fact obscured transaction information.
The copy was on colored paper.
The carbonless paper of the original sales receipt was mishandled, causing black blotches that made copies illegible.
The original sales receipt was microfilmed at a reduced size, resulting in blurred and illegible copies.

Possible Remedies

Legible or Complete Copy

If possible, resubmit a legible or complete copy of the sales receipt to your acquirer.

Change Point-of-Sale Printer Ribbon

Change point-of-sale printer ribbon routinely. Faded, barely visible ink on sales receipts is the leading cause of illegible receipt copies.

Change Point-of-Sale Printer Paper

The colored streak down the center or the edges of printer paper indicates the end of the paper roll. Change point-of-sale printer paper when colored streak first appears. It also diminishes the legibility of transaction information.

Keep White Copy of Sales Receipt

Keep the white copy of the sales receipt and give customers the colored copy. Colored paper does not copy as clearly as white paper and often results in illegible copies.

Carbonless Paper Used for Sales Receipts

Handle carbonless paper and carbon paper carefully. Any pressure on carbonless and carbon-back paper during handling and storage causes black blotches, making copies illegible. Always keep the top copy.

Company Logo Position on Sales Receipts

Position your company logo or marketing messages on sales receipts away from transaction information. If your company name, logo, or marketing message is printed across the face of sales receipts, the transaction information on a copy may be illegible.

For fraud-related retrieval requests, provide a copy of the signed sales receipt. However, merchants are not required to respond to retrieval requests on chip-read and PIN processed transactions.