Processing Errors
8002 Credit Not Processed
Details
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.
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 8002:
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Provide Proof of Credit Issuance: Submit documentation showing that the credit was processed, including the date, amount, and transaction ID of the refund.
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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.
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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.
How to prevent?
To minimize the risk of chargebacks under reason code 8002:
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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.
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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.
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Maintain Accurate Records: Keep detailed records of all transactions, refunds, and communications with customers to quickly address any disputes that may arise.
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Train Staff on Refund Procedures: Ensure that employees understand the correct processes for issuing refunds and the importance of timely credit processing.