Remerciez-le!

Remerciez @Admin pour avoir partagé cet document gratuitement, de la manière la plus simple, en partageant sur les réseaux sociaux.

Chargeback Guide 1 May 2018 TB Summary of Changes, 1 May 2018 This document ref

Chargeback Guide 1 May 2018 TB Summary of Changes, 1 May 2018 This document reflects changes made since the last publication. Description of Change Where to Look Chapter 2 Dual Message System Chargebacks Changed table title from: Goods or Services Not Provided -European Transactions for Travel Services to Failed Travel Merchant-Intra-EEA and Domestic European Transactions Only. Failed Travel Merchant—Intra-EEA and Domestic European Transactions Only Updated table: Chargeback Condition, Time Frame, Message Reason Code, Supporting Document, and Notes. Failed Travel Merchant—Intra-EEA and Domestic European Transactions Only Updated table: Proper Disclosure in Notes section Credit Not Processed Updated table: Notes section Addendum Dispute Changed title from Good or Services Not Provided--European Transactions for Travel Services to Failed Travel Merchant—Intra-EEA and Domestic European Transactions Only Updated table sections: IPM Second Presentment Message Reason Code, supporting Documents, and Notes. Failed Travel Merchant—Intra-EEA and Domestic European Transactions Only Updated table section: Supporting Documents General Arbitration Chargeback Added 2 bullets: Taiwan only and Mastercard Biometric Card to bullet list No Cardholder Authorization Added under CAT 2 Transactions MCC codes Updated bullet: Properly identified Mastercard SecureCode, Masterpass by Mastercard, and Digital Secure Remote Payment (DSRP) transactions No Cardholder Authorization Updated third bullet in topic Mastercard SecureCode SL1 (Merchant-only Liability Shift) and Mastercard SecureCode SL2 (Global Liability Shift) Updated table title from Acquirer Identified Addendum to Addendum Charges Updated table elements: IPM Second Presentment Message Reason Code and Notes. Addendum Charges Summary of Changes, 1 May 2018 ©1988–2018 Mastercard. Proprietary. All rights reserved. Chargeback Guide • 1 May 2018 2 Description of Change Where to Look Updated Chip Liability Shift table elements Second Presentment Condition bullet #2, Supporting Documents and DE 72. Chip Liability Shift Updated table elements: Arbitration Chargeback Condition bullet 1 and 2, and Supporting Documents Addendum Disputes Deleted: “Invalid Proof of Card Presence and Signature” topic Was between Guaranteed Reservation Services (”No-show”) and Acquirer Reference Data (ARD) Does Not Match or is Invalid Updated bullet: Properly identified Mastercard SecureCode, Masterpass by Mastercard, and Digital Secure Remote Payment (DSRP) transactions Cardholder Does Not Recognize Updated bullet three in topic Mastercard SecureCode SL1 (Merchant-only Liability Shift) and Mastercard SecureCode SL2 (Global Liability Shift) Updated table element: Supporting Documents. Addendum Transaction Updated table element: Supporting Documents. Conflicting Information in Authorization and Clearing Messages Added last bullet “Mastercard Biometric Card” to bullet list under Chip Liability Shift Participation table Chip Liability Shift Updated Lost/Stolen/NRI Fraud Chip Liability Shift Participation table element, definition to term: PIN-capable hybrid POS terminal Updated bullet #6, third sub-bullet. Added last bullet “Mastercard Biometric Card” to bullet list under Lost/Stolen/NRI Fraud Chip Liability Shift Participation table Chip Liability Shift—Lost/Stolen/Never Received Issue (NRI) Fraud Changed heading name from IPM Second Presentment Message Reason Code to IPM Arbitration Chargeback Message Reason Code Removed first bullet in Supporting Documents section Arbitration Chargeback Summary of Changes, 1 May 2018 ©1988–2018 Mastercard. Proprietary. All rights reserved. Chargeback Guide • 1 May 2018 3 Description of Change Where to Look Removed topic: Invalid Proof of Card Presence and Signature Chapter 4 Arbitration Case Filing Updated references from Chief Franchise Integrity Office to Chief Franchise Officer Throughout Appeals New Chapter 6 Masterpass QR Added a new chapter in between Compliance Case Filing and Chargebacks--Mastercard Europ ATM Transactions (Mastercard, Maestro, and Cirrus). Masterpass QR Appendix B Chargebacks—Maestro POS Transactions Intra-European Message Reason Code 4855— Goods or Services Not Provided • Added table: Failed Travel Merchant Dispute— Intra-EEA and Domestic European Transactions Only under Chargeback Remedied. • Remove section: “Transaction for Travel Services Additional Documentation Requirement...”. Intra-European Message Reason Code 4855— Goods or Services Not Provided Proper Use of Intra-European Message Reason Code 4855 Proper Use for Acquirer’s Second Presentment Appendix F Transaction Identification Requirements Added new topic: “Mastercard Biometric Card Program Transactions”. Mastercard Biometric Card Program Transactions Appendix G Forms Updated Accessing Mastercard Connect steps Accessing Mastercard Connect Summary of Changes, 1 May 2018 ©1988–2018 Mastercard. Proprietary. All rights reserved. Chargeback Guide • 1 May 2018 4 Contents Summary of Changes, 1 May 2018..................................................................... 2 Chapter 1: General Information......................................................................... 19 Single and Dual Message Systems.................................................................................... 20 Definitions....................................................................................................................... 20 Chargeback Cycles and Arbitration Case Filing.................................................................20 Overview of the Single and Dual Message System Chargeback Cycles and Arbitration Case Filing................................................................................................. 20 Compliance Case Filing.................................................................................................... 22 Reversals..........................................................................................................................23 Rights and Obligations..................................................................................................... 23 Hardship Variances...........................................................................................................23 Related Documentation....................................................................................................24 Chapter 2: Dual Message System Chargebacks..........................................25 Overview..........................................................................................................................29 Authorization-related Chargeback ...................................................................................29 Chargeback.................................................................................................................30 Required Authorization Not Obtained..................................................................... 30 Expired Chargeback Protection Period.....................................................................33 Multiple Authorization Requests............................................................................. 34 CAT 3 Device.......................................................................................................... 35 Second Presentment....................................................................................................38 Required Authorization Obtained............................................................................38 Expired Chargeback Protection Period.....................................................................39 Multiple Authorization Requests............................................................................. 40 One Authorization with Multiple Clearing Records.................................................. 40 CAT 3 Device or In-Flight Transaction Occurring in Taiwan....................................... 41 Credit Previously Issued...........................................................................................42 Additional Second Presentment Options..................................................................42 Arbitration Chargeback............................................................................................... 43 General Arbitration Chargeback..............................................................................43 Acquirer Reference Data (ARD) Does Not Match or is Invalid................................... 43 Additional Arbitration Chargeback Options.............................................................44 Cardholder Dispute Chargeback ......................................................................................45 Chargeback.................................................................................................................47 Goods or Services Were Either Not as Described or Defective.................................. 47 Goods or Services Not Provided...............................................................................48 Contents ©1988–2018 Mastercard. Proprietary. All rights reserved. Chargeback Guide • 1 May 2018 5 Failed Travel Merchant—Intra-EEA and Domestic European Transactions Only..........52 Digital Goods Purchase of USD 25 or Less............................................................... 54 Credit Not Processed...............................................................................................56 Counterfeit Goods.................................................................................................. 58 Cardholder Dispute of a Recurring Transaction........................................................ 59 Issuer Dispute of a Recurring Transaction.................................................................60 Addendum Dispute.................................................................................................62 “No-Show” Hotel Charge....................................................................................... 63 Transaction Did Not Complete.................................................................................64 Timeshares..............................................................................................................65 Credit Posted as a Purchase.....................................................................................65 Second Presentment....................................................................................................66 General Second Presentment.................................................................................. 66 Failed Travel Merchant—Intra-EEA and Domestic European Transactions Only..........67 Digital Goods Purchase of USD 25 or Less............................................................... 68 Credit Previously Issued...........................................................................................68 Additional Second Presentment Options..................................................................70 Arbitration Chargeback............................................................................................... 71 General Arbitration Chargeback..............................................................................71 Acquirer Reference Data (ARD) Does Not Match or is Invalid................................... 74 Additional Arbitration Chargeback Options.............................................................75 Fraud-related Chargebacks...............................................................................................75 No Cardholder Authorization ......................................................................................76 Chargeback............................................................................................................ 78 Second Presentment............................................................................................... 81 Arbitration Chargeback...........................................................................................96 Fraudulent Processing of Transactions ....................................................................... 100 First Chargeback................................................................................................... 102 Second Presentment............................................................................................. 103 Arbitration Chargeback.........................................................................................108 Questionable Merchant Activity................................................................................. 110 First Chargeback................................................................................................... 112 Second Presentment............................................................................................. 114 Arbitration Chargeback.........................................................................................118 Cardholder Does Not Recognize ............................................................................... 119 First Chargeback................................................................................................... 122 Second Presentment............................................................................................. 123 Arbitration Chargeback.........................................................................................128 Chip Liability Shift .....................................................................................................132 Chargeback.......................................................................................................... 137 Second Presentment............................................................................................. 138 Arbitration Chargeback.........................................................................................143 Chip Liability Shift—Lost/Stolen/Never Received Issue (NRI) Fraud ..............................145 Contents ©1988–2018 Mastercard. Proprietary. All rights reserved. Chargeback Guide • 1 May 2018 6 Chargeback.......................................................................................................... 152 Second Presentment............................................................................................. 154 Arbitration Chargeback.........................................................................................159 Point-of-Interaction Error................................................................................................161 Chargeback...............................................................................................................162 Cardholder Debited More than Once for the Same Goods or Services................... 162 Transaction Amount Differs...................................................................................163 ATM Disputes....................................................................................................... 164 Charges for Loss, Theft, or Damages.....................................................................165 Late Presentment.................................................................................................. 167 POI Currency Conversion (Dynamic Currency Conversion)..................................... 168 Merchant Credit Correcting Error Resulting in Cardholder Currency Exchange Loss...................................................................................................................... 169 Improper Merchant Surcharge (Intra-European and Inter-European transactions only)..................................................................................................................... 170 Unreasonable Amount—Intra-European Economic Area (EEA) Transactions Only... 170 Second Presentment..................................................................................................171 Cardholder Debited More than Once for the Same Goods or Services................... 171 Cardholder Debited More than Once for the Same Goods or Services—PIN Transaction........................................................................................................... 172 Transaction Amount Differs...................................................................................172 ATM Disputes....................................................................................................... 173 Charges for Loss, Theft, or Damages.....................................................................173 Late Presentment.................................................................................................. 174 Late Presentment—Corrected Transaction Date.....................................................175 POI Currency Conversion (Dynamic Currency Conversion)..................................... 176 Unreasonable Amount (Intra-EEA Transactions Only)............................................. 176 Credit Previously Issued.........................................................................................177 Additional Second Presentment Options................................................................178 Improper Merchant Surcharge (Intra-European and Inter-European transactions only)..................................................................................................................... 179 Arbitration Chargeback............................................................................................. 179 General Arbitration Chargeback............................................................................179 Acquirer Reference Data (ARD) Does Not Match or is Invalid................................. 180 Additional Arbitration Chargeback Options...........................................................181 Cardholder Dispute—Not Elsewhere Classified (U.S. Region Only).................................. 182 Installment Billing Dispute (Participating Countries Only)................................................ 182 Domestic Chargeback Dispute (Europe Region Only)...................................................... 182 Requirements for Issuer’s First Chargeback, Acquirer’s Second Presentment, and Issuer’s Arbitration Chargeback..................................................................................182 Improper Use of Message Reason Code 4999............................................................182 Arbitration Case Filing............................................................................................... 182 Additional Processing Notes........................................................................................... 182 Contents ©1988–2018 Mastercard. Proprietary. All rights reserved. Chargeback Guide • 1 May 2018 7 Progressive Handling Fees...............................................................................................183 Progressive Handling Fee Overview............................................................................ 183 Issuer Use of Message Reason Code 7622.............................................................183 Acquirer Use of Message Reason Code 7623........................................................ 183 Issuer Use of Message Reason Code 7624.............................................................184 Acquirer Use of Message Reason Code 7627—No MAC Provided......................... 184 Acquirer Use of Message Reason Code 7627—Face-to-Face or CAT Level 2 Transaction........................................................................................................... 184 Required Fields in Fee Collection Messages............................................................185 Intra-European and Inter-European Dispute Administration Fee (Mastercard POS)........... 186 Chargeback Message Reason Codes.............................................................................. 187 First Chargeback: MTI 1442.......................................................................................187 Second Presentment: MTI 1240................................................................................. 187 Technical Return....................................................................................................187 Documentation Return..........................................................................................187 Substance Return..................................................................................................187 Arbitration Chargeback: MTI 1442............................................................................ 188 Technical Return....................................................................................................188 Documentation Return..........................................................................................188 Second Presentment/1240 IPM (Function Codes 205 or 282) Message Reason Code Usage........................................................................................................................189 Arbitration Chargeback/1442 IPM (Function Codes 451 or 454) Message Reason Code Usage...............................................................................................................193 Chapter 3: Single Message System Chargebacks.................................... 196 Overview........................................................................................................................198 Exception Transaction Types............................................................................................198 Supporting Documentation............................................................................................199 Acquirer Adjustment Reason Codes............................................................................... 199 Message Reason Code 06—Correction of a Representment.......................................199 Acquirer Correction...............................................................................................199 Issuer Chargeback.................................................................................................200 Message Reason Code 10—Correct a Terminal Malfunction.......................................200 Acquirer Correction...............................................................................................200 Issuer Chargeback.................................................................................................202 Message Reason Code 20—Returned Item (U.S. Shared Deposits Only)..................... 202 Message Reason Code 24—Empty Deposit Envelope (U.S. Shared Deposits Only)...... 202 Message Reason Code 25—Error in Addition (U.S. Shared Deposits Only)..................202 Message Reason Code 26—Error in Settlement (U.S. Shared Deposits Only)...............202 Message Reason Code 28—Non-Cash Item Deposited (U.S. Shared Deposits Only)....202 Message Reason Code 29—Foreign/Counterfeit Currency Deposited (U.S. Shared Deposits Only)........................................................................................................... 202 Contents ©1988–2018 Mastercard. Proprietary. All rights reserved. Chargeback Guide • 1 May 2018 8 Message Reason Code 30—Cardholder Disputed Amount (U.S. Shared Deposits Only)......................................................................................................................... 202 Message Reason