4834 – Point-of-Interaction Error

Dispute Condition Code

4834

Category

Authorization

Message System

Choose a CONDITION below:

Cardholder Debited More than Once for the Same Goods or Services

Why did I get this chargeback?

You either processed a payment card transaction more than once or you charged the customer’s card after a different payment method was used.

How long can a cardholder 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 that refutes the cardholder’s claim and documentation that proves the two transactions were for different goods or services, 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

How can I avoid this chargeback in the future?

  • If you notice a duplicate transaction, issue a credit as soon as possible.
  • Double check all transaction receipts before they are deposited.
  • Only send batches one time.
  • If the customer wants to change to a different form of payment after initially offering the payment card, be sure to void the charge.

Transaction Amount Differs

Why did I get this chargeback?

The cardholder claims the transaction amount is incorrect.

How long can a cardholder 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

How can I avoid this chargeback in the future?

  • Unless authorized, never change the amount of a completed transaction without the cardholder’s consent.
  • Use caution when entering handwritten transaction information.
  • Always swipe or dip a card–only use fall-back options in emergency situations.

ATM Disputes

Why did I get this chargeback?

The cardholder claims not to have received cash or only received a partial amount from an ATM withdrawal. Or, the ATM withdrawal debited the account more than once.

How long can a cardholder 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. However, the issuer must wait at least 5 days to initiate the chargeback.

What do I need to fight this chargeback?

Available chargeback response options include:

  • Explanation and documentation to refute the cardholder’s claim (including transaction amount, transaction type, transaction date and time, account accessed, primary account number, terminal number, transaction trace, and financial activity that occurred immediately before and after the disputed transaction), or
  • Proof that the cardholder performed two different withdrawals and you received two different authorization codes, 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

How can I avoid this chargeback in the future?

  • Reconcile ATMs promptly
  • Adjust out-of-balance ATMs
  • Process a credit as soon as possible if you notice a discrepancy.

Charges for Loss, Theft, or Damages

Why did I get this chargeback?

The cardholder claims you processed a transaction and included a charge for loss, theft, or damage up front–before the services had even been used.

How long can a cardholder 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

How can I avoid this chargeback in the future?

  • Clearly explain the situations that might cause you to charge the card provided to guarantee services including charges for loss, theft, or damage.
  • Have the cardholder read and agree to terms of service before processing the original transaction.
  • If you need to charge for loss, theft, or damage, process two transactions–the first for the initial service and the second for the additional fee.

Late Presentment

Why did I get this chargeback?

You didn’t present the transaction within the required timeframe and the cardholder’s account has been permanently closed.

How long can a cardholder 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:

  • Proof you processed the transaction within the allotted time period, or
  • Proof the cardholder’s account is still open, or
  • Proof that processing was legitimately delayed because of a bank holiday, 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

How can I avoid this chargeback in the future?

  • Always send an authorization request before processing a transaction.
  • Present transactions to the issuer within seven calendar days if you electronically recorded the card information (either card-read or key-entered).
  • Present interregional transactions to the issuer within 30 calendar days if you manually recorded the card information (either imprinted or handwritten).
  • Present US domestic transactions to the issuer within 14 calendar days if you manually recorded the card information (either imprinted or handwritten).
  • Clear all transactions within one business day of the authorization date.

Point-of-Interaction (POI) Currency Conversion (Dynamic Currency Conversion)

Why did I get this chargeback?

The cardholder claims you didn’t give the option to pick a currency or you used POI currency conversion incorrectly.

How long can a cardholder 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

How can I avoid this chargeback in the future?

  • Don’t automatically apply dynamic currency conversion to transactions. Give customers the option to select the service if they are interested, but don’t require its use.
  • Have systems in place to manage multiple currencies. Make sure staff are trained on procedures

Merchant Credit Correcting Error Resulting in Cardholder Currency Exchange Loss

Why did I get this chargeback?

You processed a credit instead of a reversal to correct an error and the cardholder experienced a currency exchange loss.

How long can a cardholder 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

How can I avoid this chargeback in the future?

  • Fix errors with a reversal instead of applying credit to the cardholder’s account.

Unreasonable Amount (European transactions only)

Why did I get this chargeback?

You didn’t specify the exact transaction amount before finalizing the purchase. Now, the cardholder thinks the amount is unreasonable.

How long can a cardholder wait to file this chargeback?

You processed a credit instead of a reversal to correct an error and the cardholder experienced a currency exchange loss.

What do I need to fight this chargeback?

Available chargeback response options include:

  • Explanation and documentation that prove the cardholder agreed to a reasonable amount range (itemized price list signed by the cardholder, written agreement for recurring transaction with maximum amount, etc.), 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

How can I avoid this chargeback in the future?

  • Provide the cardholder with an accurate estimate of the transaction amount before charging the card.
  • Make sure all transaction amounts are reasonable, based on previous bills and the relevant circumstances of services provided.

More MASTERCARD Reason Codes

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