Reason code

This code is used when a cardholder claims that a credit or refund they were expecting from a merchant was not processed to their account. This situation can arise if a merchant agrees to issue a refund for returned merchandise or a canceled service but fails to process the credit, or if there's a delay in the credit appearing on the cardholder's statement.

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To address a chargeback under reason code 8002:​

• Provide Proof of Credit Issuance: Submit documentation showing that the credit was processed, including the date, amount, and transaction ID of the refund.​
  
  
• Evidence of Communication: If the credit was not yet processed, provide records of communication with the cardholder indicating the status of the refund or any reasons for the delay.​

• Clarify Return or Cancellation Policies: If the credit was denied based on your policies, provide a copy of the relevant policy that was communicated to the cardholder at the time of purchase.

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To minimize the risk of chargebacks under reason code 8002:

• Process Credits Promptly: When agreeing to issue a refund, process the credit as soon as possible to ensure it appears on the cardholder's next statement.​
  
  
• Communicate Clearly with Customers: Inform customers about the timeframe in which they can expect to see the credit on their account and provide updates if there are any delays.​
  
  
• Maintain Accurate Records: Keep detailed records of all transactions, refunds, and communications with customers to quickly address any disputes that may arise.​

• ‍Train Staff on Refund Procedures: Ensure that employees understand the correct processes for issuing refunds and the importance of timely credit processing.

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