Een Visa/Mastercard-kaarthouder kan door een chargeback in te dienen een betaling binnen zes maanden na de betaling terugdraaien. De kaarthouder zal dit bedrag weer ontvangen. Dit houdt in dat als een kaarthouder een chargeback indient, je zowel het product als het geld kan verliezen. Het biedt klanten dus de mogelijkheid om hun geld terug te krijgen als ze ontevreden zijn over een gekocht product of dienst, of als ze denken dat ze op een manier zijn opgelicht.
Wat moet je doen bij een chargeback?
Als een klant een creditcardbetaling betwist is het aan jou om aan te tonen dat de klant zelf heeft betaald en de producten of diensten wel degelijk heeft ontvangen. Als jij hier niet in slaagt zal de klant zijn geld terugkrijgen, terwijl jij de chargeback kosten zal moeten betalen. Deze kosten bedragen €25,-. Omdat chargebacks altijd kosten met zich mee kunnen nemen is het belangrijk om goed in contact te staan met je klanten.
Redenen voor een chargeback
Kopers kunnen verschillende redenen opgeven bij de aanvraag van een chargeback. Deze codes zijn in het Engels. Mocht je twijfelen over een vertaling of hoe je de code kan interpreteren, neem dan contact met ons op.
Reasoncodes van Mastercard:
Fraud
4837 - No Cardholder Authorization: The cardholder claims the transaction was authorized without their knowledge.
4840 - Fraudulent Processing of Transactions: The cardholder claims the transaction was fraudulent and made while the card was in their possession.
4849 - Questionable Merchant Activity: The transaction violates Mastercard’s rules or was listed in a Mastercard Global Security Bulletin.
4863 - Cardholder Does Not Recognize – Potential Fraud: The cardholder claims they don’t recognize and didn’t authorize the transaction.
4870 - Chip Liability Shift: The cardholder claims they didn’t authorize or participate in the transaction even though they were in possession of a valid card at the time.
4871 - Chip/PIN Liability Shift: The cardholder claims they weren’t in possession of a valid card at the time and didn’t authorize or participate in the transaction.
4999 - Domestic Chargeback Dispute (Europe Region Only): The issuer may use this reason code when a dispute is possible under domestic rules but doesn’t meet another chargeback categorization.
Authorization
4835 - Card Not Valid or Expired: The transaction was made with an expired card.
4807 - Warning Bulletin File: The transaction couldn’t be authorized.
4808 - Requested/Required Authorization Not Obtained: The transaction couldn’t be authorized.
4812 - Account Number Not on File: The transaction was made with an account number that doesn’t match the cardholder’s account number on file.
Processing Errors
4834 - Point of Interaction Error: There are multiple explanations for this reason code:
The cardholder paid twice for the same transaction using different payment methods.
The cardholder’s account was debited more than once for the same transaction.
The transaction amount was incorrect or unreasonable.
The transaction wasn’t sent to Mastercard within the time limit.
Incorrect transaction currency code was provided.
Customer Disputes
4853 - Cardholder Dispute: There are multiple explanations for this reason code:
The cardholder claims they haven’t received their order or service.
The cardholder claims they canceled the order because it wasn’t delivered by the expected date.
The cardholder claims the charge was made after they canceled a recurring transaction.
The cardholder claims the goods received are defective or not as described.
The cardholder claims they received a credit that was never processed.
The product was identified as counterfeit by a third party.
Reasoncodes van Visa.
Fraud
10.1 - EMV Liability Shift Counterfeit Fraud: The cardholder claims the transaction was authorized without their knowledge.
10.2 - EMV Liability Shift Non-Counterfeit Fraud: The cardholder claims the transaction was fraudulent due to your EMV terminal.
10.3 - Other Fraud: Card-Present Environment/Condition: The cardholder claims a fraudulent transaction was made in person with the physical card.
10.4 - Fraudulent Transaction – Card Absent Environment: The cardholder claims a fraudulent transaction was made without the physical card.
10.5 - Visa Fraud Monitoring Program: Visa flagged the transaction under the Fraud Monitoring Program, and the issuer has not filed a chargeback under another reason code.
Authorization
11.1 - Card Recovery Bulletin: The transaction was below your credit floor limit and was not authorized.
11.2 - Declined Authorization: An Authorization Request was declined, but the transaction was still processed.
11.3 - No Authorization: The transaction was processed without an attempt at authorization, or authorization was requested after the fact or for a different amount.
Processing Errors
12.1 - Late Presentment: The transaction wasn’t sent to Visa within the time limit.
12.2 - Incorrect Transaction Code: The wrong transaction code was used. The transaction processed was different from the obtained authorization.
12.3 - Incorrect Currency: The transaction currency is different from the currency transmitted through Visa. Usually, the cardholder wasn’t made aware of or didn’t agree to Dynamic Currency Conversion (DCC).
12.4 - Incorrect Account Number: The transaction was processed to an incorrect account number that didn’t match the account number in the authorization.
12.5 - Incorrect Amount: The cardholder claims the amount charged is different from the amount they agreed to pay.
12.6 - Duplicate Processing/Paid by Other Means: A single transaction was processed more than once, or the cardholder claims they paid for the order with another method.
12.7 - Invalid Data: The authorization was obtained using invalid or incorrect data.
Customer Disputes
13.1 - Merchandise/Services Not Received: The cardholder claims they haven’t received their order or canceled the order because it wasn’t delivered by the expected date.
13.2 - Cancelled Recurring Transaction: The cardholder claims the charge was made after they canceled a recurring transaction.
13.3 - Not as Described or Defective Merchandise/Services: The cardholder claims the goods received are defective or not as described.
13.4 - Counterfeit Merchandise: The product was identified as counterfeit by a third party.
13.5 - Misrepresentation: The cardholder claims the terms of sale were misrepresented and alleges false advertising.
13.6 - Credit Not Processed: The cardholder claims they received a credit that was never processed.
13.7 - Cancelled Merchandise/Services: The cardholder claims they were charged for an order that was canceled.
13.8 - Original Credit Transaction Not Accepted: The cardholder claims the original credit transaction was not accepted.
Contact
Heb je nog meer vragen? Neem contact met ons op via de chat rechtsonder, via support@paypro.nl of 085 - 40 117 86