F29 – Card Not Present

By September 27, 2019American Express, Reason Code

Chargeback Reason Code

F29

Category

Why did I get a chargeback with American Express reason code F29?

You processed a mail order, telephone order, or internet order, and the cardholder claims he or she didn’t participate in the purchase.

What do I need to fight a chargeback with American Express reason code F29?

If the disputed purchase was an airline transaction, your chargeback response must include at least one of the following:

  • Proof that the cardholder or designated passenger participated in the flight (scanned boarding pass, flight manifest, etc.)
  • Proof that frequent flyer miles were earned during the flight
  • Proof that the flight was still available during bankruptcy proceedings
  • Proof of additional purchases related to the original transaction (seat upgrades, baggage payments, in-flight purchases, etc.)

If your business has MCC 5815, 5816, 5817, or 5818, your chargeback response must include all of the following:

  • Description of the goods or services purchased
  • Date and time the goods or services were purchased
  • Date and time the goods or services were downloaded
  • Customer name used for the account
  • Proof you own the operating system for the electronic device used in the transaction
  • Proof you used AAV (Automated Address Verification) or CSC (Card Security Code) to authenticate the card when the cardholder first linked it to the account

How can I avoid a chargeback with American Express reason code F29 in the future?

  • Consider using fraud detection tools such as CID 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-not-present and card-present transactions during clearing by noting, internet, phone, or mail orders.

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