F10 – Missing Imprint

By September 27, 2019American Express, Reason Code

Chargeback Reason Code

F10

Category

Why did I get a chargeback with American Express reason code F10?

You processed a transaction without using the magnetic stripe or chip card data, and the cardholder claims he or she didn’t participate in the purchase.

Note: This reason code should not be used for card-not-present transactions or charges that qualify for the keyed-no imprint program.

What do I need to fight a chargeback with American Express reason code F10?

Your chargeback response must include at least one of the following items:

  • If the purchase qualifies for the keyed-no imprint program or was a card-not-present transaction, provide proof the dispute is invalid.
  • If the card was present at the time of the purchase and the transaction was processed correctly, provide an imprinted charge record or a capture of the magnetic stripe.
  • If you have already processed a refund for the transaction in question, provide documentation that proves you have credited the cardholder’s account.

How can I avoid a chargeback with American Express reason code F10 in the future?

  • Create an electronic or manual imprint for every card-present transaction.
  • Use fallback options—like manually entering transaction data—as a last resort.
  • If you do perform a key-entered transaction, make a manual imprint of the card.
  • Only use EMV-compliant terminals.
  • Always use the correct cardholder verification method—signature, PIN, etc.
  • Make sure you differentiate between card-not-present and card-present transactions during clearing by noting, internet, phone, or mail orders.

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