F31 – EMV Lost/Stolen/Non-Received

By September 27, 2019American Express, Reason Code

Chargeback Reason Code

F31

Category

Why did I get a chargeback with American Express reason code F31?

You processed a transaction but the cardholder denies participating in it because the card was lost, stolen, or never received. The fraud wasn’t detected because either the POS was not chip-and-PIN enabled or the transaction was manually keyed.

Note: This reason code should not be used for contactless transactions, digital wallet payments, or charges that qualify for the “No PIN” program.

What do I need to fight a chargeback with American Express reason code F31?

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

  • If the purchase was a card-not-present transaction, provide proof the dispute is invalid.
  • If your POS processed the chip card correctly, provide proof that the transaction was validated with a PIN.
  • 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 F31 in the future?

  • 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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