Consumer Disputes
4755 Non-Receipt of Goods or Services
Details
This code is used when a cardholder disputes a transaction, claiming that the goods or services they paid for were not received. Such disputes can arise from various situations, including:
- Goods not delivered by the agreed-upon date.
- Services not rendered as promised.
- Failure to notify the cardholder of delays or issues in fulfilment.
These disputes may result from merchant errors, fulfillment issues, or misunderstandings.
Timing to raise the dispute (Issuer/Cardholder)
Timing to respond to the dispute (Acquirer/Merchant)
How to respond?
To address a chargeback under reason code 4755:
-
Provide Proof of Delivery or Service: Submit documentation demonstrating that the goods were delivered or services were rendered as agreed. This may include tracking information, delivery receipts, or service completion confirmation**s.
**
-
Communication Records: Include any correspondence with the cardholder regarding the transaction, delivery schedules, or service appointments.
-
Refund Evidence: If a refund was issued before the chargeback, provide proof of the credit to the cardholder's account.
How to prevent?
To minimize the occurrence of chargebacks under reason code 4755:
-
Ensure Timely Fulfillment: Deliver goods and services within the promised timeframe.
-
Proactive Communication: Inform customers promptly of any delays or issues in fulfillment and offer solutions or alternatives.
-
Obtain Delivery Confirmations: Use tracking services and require signatures upon delivery to confirm receipt of goods.