Processing Errors
4903 Scanning Error - Unrelated Documents or Partial Scan
Details
This code applies when an issuer receives documentation from the acquirer that doesn't relate to the disputed transaction or is incomplete due to a scanning error. For example, if the documentation pertains to a different transaction or only part of the necessary information is provided, this code is used.
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 4903, provide clear and complete documentation that directly relates to the disputed transaction. This may include:
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Correct Transaction Records: Ensure all submitted documents pertain specifically to the transaction in question.
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Complete Documentation: Verify that all pages and relevant information are included and legible.
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Confirmation of Accuracy: A statement confirming that the provided documents accurately represent the transaction details.
How to prevent?
To minimize the risk of such chargebacks under reason code 4903:
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Implement Quality Control Checks: Before submitting documentation, review it for completeness and relevance to ensure it directly addresses the disputed transaction.
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Use High-Quality Scanning Equipment: Ensure that all scanned documents are clear and legible to avoid issues related to poor image quality.
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Maintain Organized Records: Keep transaction records well-organized to facilitate quick retrieval of accurate information when needed.
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Train Staff Thoroughly: Educate employees on proper documentation procedures and the importance of submitting accurate information.