Consumer Disputes
M49 Vehicle Rental - Theft or Loss of Use
Details
This code is used when a vehicle rental merchant charges for theft or loss of use and the cardmember disputes the charge as improper or excessive.
- Cardmember disputes charges related to vehicle theft
- May dispute loss of use charges during repair period
- Related to M10 (Vehicle Rental - Capital Damages) but specifically for theft/loss scenarios
Timing to raise the dispute (Issuer/Cardholder)
120days
Timing to respond to the dispute (Acquirer/Merchant)
20days
How to respond?
Provide evidence of:
- Signed rental agreement with theft/loss terms
- Police report if theft occurred
- Documentation of loss of use period
- Itemized breakdown of charges
- Evidence cardmember was responsible per agreement
How to prevent?
To prevent this chargeback:
- Clearly disclose theft and loss of use policies at rental time
- Obtain signed acknowledgment of liability terms
- Document vehicle condition at pickup and return
- Provide itemized receipts for all charges