Reason code

This code is utilized when Discover requests transaction documentation from a merchant in response to a cardholder dispute. It's a non-financial inquiry aimed at gathering information about a specific transaction, often initiated due to a cardholder's inquiry or dispute. Providing the requested documentation promptly can prevent the situation from escalating into a chargeback.

To best way to address a chargeback under reason code 6005:

• Provide Clear Transaction Documentation: Submit legible copies of the original sales receipt or transaction record, including details such as the transaction date, amount, description of goods or services provided, and any cardholder verification methods used (e.g., signature, PIN entry).​
• Include Additional Relevant Information: If applicable, provide any correspondence with the cardholder related to the transaction, proof of delivery, or evidence of service fulfillment.

To minimize the occurrence of chargebacks under reason code 6005:

• Use real-time customer alerts: Send text or email confirmations the moment a purchase is completed. It keeps customers in the loop and can clear up confusion before they contact their bank.
• Flag unusual payment behavior: If a returning customer suddenly changes devices, locations, or payment patterns, verify the purchase before processing.
• Offer a “self-serve receipt” option: Let customers access and re-send receipts through their account page. This cuts down on “I don’t remember this” disputes.
• Follow-up post-purchase: A brief post-sale message (e.g., “How was your experience?”) reinforces transparency and gives the customer a chance to raise any concerns directly.

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