Códigos de retrocesión en pagos con tarjeta (chargeback codes)
Para la gestión de controversias (dispute resolution) es conveniente conocer lo códigos de retrocesión de las tarjetas.
Los incluyo a continuación:
VISA
30 Services Not Provided or Merchandise Not Received
41 Cancelled Recurring Transaction
53 Not as Described or Defective Merchandise
57 Fraudulent Multiple Transactions
60 Requested Copy Illegible
62 Counterfeit Transaction
70 Account Number on Exception File
71 Declined Authorization
72 No Authorization Obtained
73 Expired Card
74 Late Presentment
75 Cardholder Does Not Recognize the Transaction
76 Incorrect Transaction Code
77 Non Matching Acct Number
78 Service Code Violation, Did not Obtain Authorization (International Only)
79 Requested Transaction Information Not Received
80 Incorrect Transaction Amount or Acct Number
81 Fraudulent Transaction – Card Present
82 Duplicate Processing
83 Fraudulent Transaction – Card Not Present
85 Credit Not Processed
86 Paid by Other Means
90 Services Not Rendered – ATM or VisaTravel Money Transactions
93 Risk Identification Service (RIS)
96 Transaction Exceeds Floor Limit
28 Cardholder Requests Copy Bearing Signature
29 Request for T&E Documents
30 Cardholder Dispute – Cardholder Requests Draft
33 Legal Process or Fraud Analysis
34 Repeat Request for Copy
MasterCard
4801 Requested Transaction Information not Received
4802 Requested/Required Information Illegible or Missing
4803 Documentation Received Invalid/Incomplete
4804 Duplicate Processing
4807 Warning Bulletin Filed
4808 Requested/Required Authorization Not Obtained
4812 Account Number Not on File
4831 Transaction Amount Differs (Authorization to Settlement)
4834 Duplicate Processing
4835 Card Not Valid or Expired
4837 No Cardholder Authorization
4840 Fraudulent Processing of Transaction
4841 Cancelled Recurring Transaction
4842 Late Presentment
4846 Correct Transaction Currency Code Not Provided
4847 Exceeds Floor Limit – Not Authorized and Fraudulent Transaction
4849 Questionable Merchant Activity
4850 Credit Posted as a Purchase
4853 Merchandise/Services Not as Described
4854 Cardholder Dispute Not Elsewhere Classified (US Only)
4855 Non-receipt of Merchandise
4856 Defective Merchandise
4857 Card Activated Telephone Transaction
4859 Services Not Rendered
4860 Credit Not Processed
4862 Counterfeit Transaction Magnetic Stripe POS Fraud
4863 Cardholder Does Not Recognize – Potential Fraud (US Only)
4870 Chip Liability Shift
4871 Chip & PIN Liability Shift
4905 Invalid Acquirer Reference Data on Second Presentment
43 Legal/Fraud Imprint Verification
42 Potential Chargeback or Compliance Documentation
41 Legal/Fraud Signature Verification
24 Cardholder Inquiry – Unspecified/Other
23 Cardholder Inquiry – Needs for Personal Records
22 Cardholder Inquiry –Disagrees with Billing
21 Cardholder Inquiry –Does Not Recognize Transaction
05 Cardholder Does Not Agree with Amount Billed
American Express
A01 Amount Differs from Authorization to Settlement
A02 Did Not Receive Valid Authorization Approval
A03 Valid 6 digit Authorization code Not Provided
A04 Valid Authorization Not Obtained – You were advised to call AmEx directly
A05 Authorization Approval Code Not on Record
A06 Overlimit Authorization Approval Not Obtained
A07 Authorization Was Declined
A08 Charge submitted After Authorization Expired (Valid 30 days)
A09 Charge submitted After Authorization Expired (Valid 30 days)
A10 Transaction did not Receive Valid Approval
C01 Credit Agreed to Provide Cardholder Not Received
C02 Credit Agreed to Provide Cardholder Not Received
C03 Credit Agreed to Provide Cardholder Not Received
C04 Cardholder Provided Proof Merchandise Returned
C05 Cardholder Provided Proof Order Cancelled
C06 Credit Not Processed, Contact Cardholder for Reimbursement
C07 Disputes Return Policy, Contact Cardholder
C08 Merchandise Not Received
C09 Services Not Rendered
C10 Discontinue Recurring Billing – Second Contact/Notice
C11 Cardholder Claims Charge Greater than what they Signed for
C12 Cardholder Claims Charge Greater than what they Signed for
C13 Cardholder Paid by Other Means
C14 Cardholder Provided Proof Paid by Other Means
C15 Cardholder Provided Proof Paid by Other Means
C16 International Card – Can’t Charge for this good/service
C17 AmEx Card Not Valid In US
C18 Reservation Cancelled – Credit Due
C19 Double Billing – Charged for No Show and Reservation
C25 Cardholder received Merchandise (Positive Signal)
C26 Discontinue all Future Billings to this Account
C27 Cardholder No Longer Disputes Charges (Positive Signal)
C28 Charge Submitted After You Were Advised to Discontinue Future Billing
C29 Supporting Documentation Provided by Merchant shows Overcharge
F01 Did Not Receive Valid Authorization Approval for Amount of Charge
F05 No Signature, Swipe or Imprint when Merchandise/Tickets Picked up
F06 Client information does not match Cardholder info
F08 Unable to Support “Signature on File” charge, Contact Cardholder for Payment
F10 Did not receive Full Mag Stripe Data
F11 Signature is not that of Cardholder’s
F12 Signature Misspelled
F13 Signature differs from name on card, possible double imprint or switched cards
F14 Cardholder Signature was Not Obtained
F15 Self Directed Charged and Signed Documentation not Available
F16 Customer didn’t Place Order – Goods Never Received – Not Shipped to Billing Address
F17 Tickets Sent to address other than Cardholder address and Not Received
F18 Merchandise not shipped Cardholder billing address and Cardholder disputes billing
F19 Cardholder Claims Merchandise Not Received and was not sent to Billing Address
F20 Expired Card
F21 Card Not Valid
F22 Card Expired or Not Yet Valid
F23 Card Expired when Ticket was Accepted
F24 Multiple Charges
F25 Did Not Receive Authorization Approval for Total Amount Charged
F26 Name Provided on Transaction is Not Cardholder Name
F27 Supporting Documentation Does Not Bear Cardholder’s Name
F28 Cardholder Claims Fraudulent Use of Cards for Mail or Electronic Tickets Order
FR1 Establishment on Full Recourse/Immediate Chargeback Program
FR2 Establishment on Full Recourse/Immediate Chargeback Program
FR3 Cardholder has No Knowledge of Charge after Supporting Documents Provided
FR4 Establishment on Immediate Chargeback Agreement, Discontinue Future Billings
FR5 Establishment on Immediate Chargeback Program, Disputed Charges Debited
FR6 Establishment on Partial Immediate Chargeback Agreement, Discontinue Billings
FR40 Establishment on Immediate Chargeback Agreement, Discontinue Future Billings
M01 Chargeback Authorization Received and Processed
M02 Processed Credit Establishment Requested
M05 Credit Authorized but Cardholder Does Not Agree to Amount
M07 Cannot Bill Cardholder from (Hotel) Room Damages
M08 Cannot Bill Cardholder from Damages, Goods and Services Only
M09 Your Contract with AmEx does Not permit billing for Damages
M15 Account No Longer Active, Discontinue Future Billings
M16 Charge Incurred after Account was Cancelled
M17 Cardholder’s Account Cancelled at time Charge was Incurred
M18 Second notice of Inactive Account, Discontinue Future Billings
M30 Submitted file not processed because it appears to be Duplicate
M32 Processed Adjustment to your Account
M34 Establishment Not on CARDeposit Program and you may Not Bill this type of charge
M35 Unspecified or Other Adjustment (Explanation Included)
M36 Unspecified or Other Adjustment
M37 Credit must be processed to Cardholder’s AmEx account, contact Cardholder directly
M41 Support has been provided to Cardholder who still denies charge, Affidavit provided
M47 Cardholder had no Knowledge of charge
M48 Chargeback Reversed (Positive Signal)
P01 Transaction submitted for invalid/incorrect Account number
P02 Transaction submitted for invalid/incorrect Account number
P05 Transaction Processed in Wrong Amount
P06 Charge Submitted Late
P07 Charge Not Submitted in Reasonable Time after Charge was incurred
P08 Cardholder Claims Same Transaction Posted Twice on Account
P10 AmEx Records Indicate Duplicate Billing
P11 Cardholder Claimed Duplicate Billing and you did Not Provide Support for all Charges
P14 Invalid Charge, Account Number not Assigned to AmEx Cardholder
P15 Complete Response/Documentation Not Received with Specified Time Frame
P16 Original Response to Inquiry not Received with Specified Time Frame
P17 Missed Deadline to Supply Documentation for Representment
P18 Response Received but Not Agreed Credits, Credit Amount Debited
P19 Charge Submitted on Invalid Plastic Number
P20 Credit Submitted on Invalid Plastic Number
P21 Transaction was Submitted on a Test Account Number
R01 Full Shipping Information Not Provided on Proof of Delivery
R02 Delivery Address not Provided as Requested
R03 Insufficient Documentation – Itemized Receipt
R04 Reply Did Not Address Cardholder Dispute
R05 Cannot Bill Cardholder Account for Check that has been Returned
R06 Customer didn’t Place Order & Goods Never Received, No Knowledge of Phone/Address provided
R07 Delivery Address and Signed Proof of Delivery Not Provided
R10 Supporting Documentation Provided Did Not Include Name and/or Signature
R13 Second Inquiry to Request Information Regarding Charge
R14 Response to Inquiry Not Received within time frame
R15 Documentation/Support Agreed to Not Received
R17 Documentation/Support Received After Debit has been Made, Non-Reversible
R20 Did Not Receive Reply, with Signed Proof of Delivery you may re-bill Cardholder
R21 Reply Received After AmEx charged your Account
R22 Support Received and Chargeback Reversed (Positive Signal)
R23 Terms and Conditions and/or Proof of Usage by Cardholder Not Provided
S01 Request for Chargeback Reversal Reviewed and Denied – Account Not Credited
T01 Issuer Provides Proof Tickets were Returned and Cardholder did not Receive Credit
T02 Tickets were voided and Cardholder Credit Not Received
T03 Tickets are mirror images tickets
T04 Lost Ticket Review Period Elapsed, Cardholder Credit Not Received
T05 Charges not Authorized, made by passenger other than by Cardholder
003 Credit Not Received for Tickets/Vouchers
004 Request Reshipment of Tickets Not Received
007 Billing was to be in Installments – Credit Due
009 Customer Requests Return Instructions/Pickup
010 Partial Credit Received – Remaining Credit Due
011 Customers Requests Waiving Cancellation Fee – Credit Due
012 Charged Billed Twice in Error
015 Requests Credit for Exchange Fee
016 Requests Credit for Damaged Merchandise
018 Requests Credit for Overcharge
020 Claims Cancelled Service – Requests Credit and Discontinue Future Billings
021 Claims Cancelled Service – Issue Credit or Provide Cancellation Policy and Discontinue Billing
022 Claims Cancelled Membership – Requests Credit and Discontinue Future Billings
024 Damaged Merchandise, Requests Return
027 Order Canceled – Issue Credit or Provide Cancellation Policy/Proof of Delivery
028 Membership Cancelled in Writing – Issue Credit/supply signed Cancellation Policy & discontinue
029 Membership Expired – Issue Credit or supply signed contract with renewal policy/expiration date
030 Defective Merchandise – Credit Requested
031 Deposit on Vehicle not Purchased, Issue Credit or provide Signed Agreement
033 Cardholder Does has No Knowledge of Charges, Provide support and itemization or Issue Credit
040 Service / Membership Cancelled – Credit Requested or Proof of Usage
041 Unable to contact/cancel – Discontinue Charges
042 Customer Claims Alternate Bill Arrangement – Requests Credit and Discontinue Future Billings
043 Request to Cancel Service – Contact Customer Directly
044 Requests Cancellation of Service – Provide Cancellation instructions/authorization
045 Requests Replacement for Damaged Merchandise
048 Requests Replacement for Damaged Merchandise
049 Deposit on Vehicle not Leased – Issue Credit or Provide signed Agreement
059 Requests Repair of Damaged Merchandise
060 Requests Repair of Defective Merchandise
061 Credit should have been Charge – Bill Customer
062 Charge should have been Credit – Issue Full Credit
063 Dissatisfied w/ Good/Service – Credit Requested
070 Dissatisfied w/ Repair Work on Vehicle – Credit Requested
071 Requests Credit for Personal Property Damage (Moving services) – Credit Requested
072 Cardholder has no Knowledge of Billing and it has Wrong Signature
073 Reservation not Guaranteed, was to be Cancelled – Credit Requested
076 Cancelled Service – Issue credit or provide copy of agreement and Discontinue Future Billings
077 Request to Return Merchandise – Provide Return Instructions
078 Invalid Plastic Number, Provide Valid Number to avoid Chargeback
079 Invalid Plastic Number, Provide Valid Number to avoid Chargeback
080 Cancelled Time Share – Credit Requested or provide copy of signed agreement
082 Customer has No Knowledge of Credit to their Account
083 Referenced Customer Deceased
086 Discontinue billings to this Inactive Account
087 Issue Credit and Discontinue Billing to Inactive Acct
089 Alternative Billing Arrangements – Credit Requested or provide supporting documentation
090 Membership/Service Paid in Full – Credit Requested and Discontinue Future Billings
091 Cancellation Made within Allowable Time – Credit Requested
093 Cardholder Does Not Recognize Charges
094 Cardholder Does Not Recognize Charges
095 Cancelled Service – Credit Requested or provide signed proof serviced were rendered
097 Customer Requests Credit for Unauthorized Charges
099 Class/Course Cancelled – Credit Requested
107 Facility No Longer Open – Credit Requested and Discontinue Future Billings
110 Calls associated with charges Connected to Wrong Number
117 Call associated with charges was Cut-off
119 Cardholder has No Knowledge of CARDeposit Billing – Requests Credit
120 Requests Credit for Overcharge for Vehicle Rental
121 Requests Credit for Rental Vehicle did not perform properly
122 Cardholder has No Knowledge of Vehicle Rental – Issue Credit
123 Cardholder has No Knowledge of Vehicle Rental – Issue Credit
124 Customer Requests support for Charges
125 Cardholder has No Knowledge of Vehicle Rental – Issue Credit
127 Cardholder Does Not Recognize Charges, Provide Documentation or Issue Credit
128 Cardholder Claims they did Not Authorize Charges, Provide Documentation or Issue Credit
129 Cardholder Does Not Recognize Charges, Provide Documentation or Issue Credit
130 Requests Credit for Deposit not Deducted from Rental Billing
131 Charge was to be Billed Directly to Insurance company
132 Customer Billed Twice from separate business addresses
133 Billed Twice for same Purchase
134 Customer Claims Portion of Charge was a Deposit
136 Customer Claims Charge was for Deposit
141 Customer Claims Charge was Deposit on Vehicle Returned
143 Customer Claims Flowers ordered Not Received
146 Disputed Merchandise Returned but 2nd charge processed instead of credit
147 Customer Claims Billing Paid by Insurance Company
150 Returned Damaged Merchandise – Provide Documentation or Issue Credit
151 Returned Damaged Merchandise and Requests Replacement or Credit
152 Received & Returned Incorrect Merchandise, Provide Documentation or Issue Credit
153 Received & Returned Incorrect Merchandise and Requests Replacement or Credit
154 Cancelled Order – Provide Documentation or Issue Credit
155 Merchandise not Received – Provide Documentation or Issue Credit
156 Merchandise not Received – Issue Credit and Rebill Upon Delivery
157 Returned Merchandise but not sent Replacement- Provide Documentation or Issue Credit
158 Merchandise Returned, Provide Documentation or Issue Credit
159 Customer Requests signed support and itemization for Charges
160 Tickets/Vouchers not Ordered – Provide Documentation or Issue Credit
161 Tickets/Vouchers Returned – Provide Documentation or Issue Credit
162 Tickets/Vouchers Returned – Provide Documentation or Issue Credit
163 Tickets/Vouchers Not Received – Provide Documentation or Issue Credit
164 Tickets/Vouchers unused and Lost or Stolen – Provide Documentation or Issue Credit
165 Tickets/Vouchers Lost or Stolen – Provide Documentation or Issue Credit
166 Requests Credit for Payment made directly to establishment,
167 Reservation Confirmed on Incorrect Date – Provide Documentation or Issue Credit
168 Reservation Confirmed in Incorrect Location – Provide Documentation or Issue Credit
169 Incorrect Conversion Rate Used – Provide Documentation or Issue Credit
170 Cancelled Reservation – Provide Documentation or Issue Credit
171 Assured Reservation Not Honored – Provide Documentation or Issue Credit
173 Requests Credit for Duplicate Billing
174 Customer Requests signed support and itemization for Charges
175 Customer Requests Credit for a Charge
176 Cardholder Does Not Recognize the referenced Charges
177 Cardholder Claims Charge Unauthorized
178 No Merchandise Ordered or Delivered – Provide Documentation or Issue Credit
179 Cardholder Does Not Recognize Charge for Reservation
180 Cardholder Does Not Recognize Charge for stay at Establishment.
181 No Knowledge of Referenced No Show Charge
182 Cardholder Question Charges for Damages at Establishment
183 Cardholder Does Not Recognize Charges from Establishment
184 Charges identified as Cash Advances – cannot be billed through AmEx
185 Purchased but refused Delivery – Provide Documentation or Issue Credit
186 Incorrect Merchandise – Issue Credit and provider Return Instructions
187 Requests Replacement for Incorrect Merchandise
188 Cardholder has no Knowledge of Charge, Requests Credit
189 No Subscription Issues Received – Provide Documentation or Issue Credit
190 No Subscription Issues Received – Request to begin Delivery
191 Merchandise not Ordered or Received – Provide Documentation or Issue Credit
192 Customer Requests signed support and itemization for Charges
193 Charges Incurred at establishment are Fraudulent
194 Charges Incurred at establishment are Fraudulent – Full Magnetic Stripe data not received
195 Customer Doesn’t Recognize charge and Requests signed support and itemization for Charges
196 Cardholder Does Not Recognize Charges, Provide Documentation or Issue Credit
197 Subscription Cancelled yet Billed – Provide Documentation or Issue Credit
198 Subscription Never Ordered – Provide Documentation or Issue Credit
199 Cardholder charged for both stay and no-show – Requests Credit for No-show
200 Sent Claim Report and Request signed support and itemization for Charges
608 Customer not disputing but requests signed support and itemization of charges
610 Charge was to be to Third Party – Provide Documentation or Issue Credit
620 Customer was under billed
656 No Knowledge of Referenced No-Show/Assured Reservation Charge
657 Requests Credit for Overcharge
658 Claims Received Multiple Billings in Error
671 Billing was to be Complimentary Stay
672 Customer Doesn’t Recognize delayed charges – Provide Documentation or Issue Credit
673 Billed Assured Reservation and Actual Stay – Credit Due for Assured Reservation
674 Invalid or Incorrect Acct Number – Customer Doesn’t Recognize Charge
675 CARDeposit Billing was to be Applied to the Stay – Provide Documentation or Issue Credit
676 Cancelled CARDeposit Reservation – Provide Documentation or Issue Credit
678 Second Request for Credit on Billing
679 Billed Twice for CARDeposit
680 Customer Claims Overcharge – Provide Documentation or Issue Credit
681 Guaranteed Reservation Cancelled within Guidelines – Provide Documentation or Issue Credit
682 Cancellation of Membership – Provide Documentation or Issue Credit
683 Charge Belongs to another Person due to AmEx cards being switched
684 Charge was Paid in Cash – Provide Documentation or Issue Credit
685 Customer Requests Copy of Signed Receipt
687 Does Not Recognize Charge, Provide Documentation or Issue Credit
688 Charge was to be Paid by Customer’s Company – Credit and Rebill Correct Party
689 Reservation Made and paid by Third Party – Provide Documentation or Issue Credit
690 Not Disputing Charges but requesting support and itemization
691 Not Disputing Charges but requesting signed support and itemization
692 Customer should have been billed for only one night – Provide Documentation or Issue Credit
693 Customer Questions charge for Damages – Provide Documentation or Issue Credit
694 Dissatisfactory Accommodations, Requests Credit
695 Payment made directly to Establishment – Provide Documentation or Issue Credit
696 Car Rental Cancelled – Provide Documentation or Issue Credit
697 Claims Billed Twice for same Rental Vehicle – Provide Documentation or Issue Credit
698 Customer Requests support for Rental Charges
699 Customer should have been billed for only one night – Provide Documentation or Issue Credit
700 Service Cancelled – Provide Documentation or Issue Credit
701 Customer Requests Cancellation of Service- Discontinue Future Billings
702 Customer Received Duplicate Credits
703 Repair/Replacement was to be covered under warranty – Provide Documentation or Issue Credit
704 Event Cancelled – Credit due for Tickets not used
705 Tickets Cancelled – Provide Documentation or Issue Credit
706 Customer Refused Delivery – Provide Documentation or Issue Credit
707 Call Associated with Bill had poor transmission quality
708 Call Associated with Bill was not completed/connected
712 Services Not Rendered
713 Duplicate Billing – Provide Documentation or Issue Credit
722 Customer Does Not Recognize Charge for Stay – Provide Documentation or Issue Credit
723 Payment made directly to Establishment – Provide Documentation or Issue Credit
730 Issue Credit for Charge and Discontinue all Future Billings
792 Customer has no Knowledge of charge – Credit and Discontinue Future Billings
800 Customer No Longer Disputes Charge (Positive Signal)
R040 Service/Membership Cancelled – Issue Credit and Discontinue Future Billings
R041 Customer Unable to contact and Cancel Service – Discontinue Future Billings
R042 Customer made Alternate Billing Arrangements – Provide Documentation or Issue Credit
R043 Customer Requests Cancellation of Service – Contact Customer Directly
R044 Customer Requests Cancellation Instructions/Authorization- Contact Directly
RM05 Cardholder does not agree to amount billed
RM21 Cardholder does not recognize
RM23 Cardholder Requests Copy
RM41 Require for Legal/Fraud Analysis
RM42 Required for chargeback
S06 Automatic Closure of Inquiry
V28 Cardholder Requests Copy w/ Signature
V29 Charge detail or rental agreement request
V30 Cardholder requests copy
V31 Required for chargeback
V32 Original lost in transit
V33 Required for legal/fraud analysis
V34 Repeat request for copy
V35 Written cardholder demand
V36 Legal process specifies original
V37 Previous copy illegible
V38 Required for paper/handwriting analysis
V39 Repeat request for original
V40 Required for arbitration
V78 Cardholder requests copy with signature
V79 Charge detail or rental agreement request
V80 Cardholder requests copy
V81 Required for chargeback
V82 Original lost in transit
V83 Required for legal/fraud analysis
V84 Repeat request for copy
V85 Written cardholder demand
V86 Legal process specifies original
V87 Previous copy illegible
V88 Required for paper/handwriting analysis
V89 Repeat request for original
V90 Required for arbitration