My Merchant Account Blog

Visa Chargeback Reason Code 75 - Transaction Not Recognized

Thursday, December 01, 2011

The card issuer received a complaint from a cardholder stating that the transaction appearing on the billing statement is not recognized. This reason code applies to both card-present and card-absent transactions.

Most Common Causes

The merchant store name or location reflected on the cardholder’s billing statement was not correct or recognizable to the cardholder.

Preventative Measures

Merchant Name

The merchant name is the single most important factor in cardholder recognition of transactions. Therefore, it is critical that the merchant name, while reflecting the merchant’s “Doing Business As” (DBA) name, also be clearly recognizable to the cardholder. Work with your acquirer to ensure your merchant name, city, and state are properly identified in the clearing record.

The merchant is protected from a Reason Code 75: Transaction Not Recognized chargeback if the transaction has an Electronic Commerce Indicator (ECI) 5 (cardholder is fully authenticated) or ECI 6 (cardholder is not participating in Verified by Visa). The merchant must comply with the ECI process and procedures in order to benefit from this protection.

Similar Posts: What Makes a Good Receipt

Source: Chargeback Management Guidelines for Visa Merchants

For More Information, please see our archived documents.

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