Dispute Condition Code
Why did I get this chargeback?
The cardholder claims the transaction was unauthorized.
How long can the issuer wait to file this chargeback?
The maximum amount of time that can pass between the transaction processing date and the chargeback processing date is 120 calendar days.
What do I need to fight this chargeback?
Available chargeback response options include:
- Explanation and documentation to refute the cardholder’s claim, or
- Proof that the chargeback is invalid because it doesn’t adhere to Mastercard requirements, or
- Proof you have already refunded the transaction and credited the cardholder’s account, or
- Proof the cardholder no longer wishes to dispute the transaction
Additional condition-specific compelling evidence options:
Authorization with Mastercard SecureCode:
- Proof you submitted Mastercard SecureCode information with the authorization request, and
- Proof the issuer approved the transaction
Authorization with Address Verification Service (AVS):
- Proof you obtained a positive Address Verification Service (AVS) match, and
- Proof you shipped the merchandise to the AVS-approved address
Evidence of Account Takeover:
- Proof the transaction resulted from an account takeover
Contactless Transaction at Unattended Terminals:
- Proof that the amount of a contactless transaction was equal to or less than the acceptable limit
- Proof that a PIN was provided and submitted with the authorization request
Addendum Charge Transactions:
- Proof the cardholder participated in the original transaction and the second charge is also valid, or
Evidence you complied with Transaction Processing Rules, section 3.8 (Charges for Loss, Theft, or Damage)
- Boarding pass with the passenger’s name, or
- Flight manifest with the passenger’s name, or
- Additional transactions connected with the disputed flight (upgrades, in-flight purchases, excess baggage, etc.), or
- Credits for frequent flyer miles, or
- Proof the ticket was received at the cardholder’s billing address
- A description of the goods or services, and
- The start date of the original transaction, and
- Mastercard SecureCode results (if available), and
- CVC2 results (if available), and
- Proof you properly identified the transaction as recurring at the time of authorization and clearing, and
- Proof the cardholder accepted recurring terms and conditions
eCommerce, Mail Order, and Telephone Order Transactions:
- A receipt with the cardholder’s signature for in-store merchandise pick-up, or
- Written confirmation that the cardholder registered to receive electronic delivery of goods or services, or
- Written correspondence between you and the cardholder that show the cardholder participated in the transaction, or
- If the cardholder is required to register prior to completing a purchase, evidence the cardholder made other undisputed purchases, evidence the disputed transaction was made from a registered device or IP address, signed proof of delivery, email addresses to prove digital download delivery, proof the cardholder sought additional services (such as claimed a warranty, conducted software updates, etc.), evidence the disputed goods or services were used, or evidence of a confirmed SecureCode transaction
- The account number used to process the transaction, and
- The cardholder’s name on the card, and
- The confirmation number provided when the reservation was made
Chip Liability Shift Transaction:
- Proof that your terminal was EMV compliant, but the cardholder used a non-EMV chip card
How can I avoid this chargeback in the future?
- Consider using all the tools available to you—including Mastercard SecureCode, CVC2, and Address Verification Service (AVS).
- Use pre-sale fraud detection service providers that can help verify the cardholder’s identity, detect potential criminal activity, and reduce the risk of accepting unauthorized transaction.
- Use a billing descriptor that is easily recognized by the cardholder.
- Always submit an authorization request, no matter the transaction amount.
- Make sure you differentiate between card-absent and card-present transactions during clearing by noting, internet, phone, or mail orders.
- Only use EMV-compliant terminals.
- Always use the correct cardholder verification method—signature, PIN, etc.