Consumer Disputes
6321 Cardholder Does Not Recognize Transaction
Details
This reason code is used when a cardholder does not recognize a transaction on their statement. It's a retrieval request, meaning the issuer seeks additional information about the transaction to clarify the cardholder's query. Providing the requested documentation promptly can prevent the situation from escalating to a chargeback.
Timing to raise the dispute (Issuer/Cardholder)
Timing to respond to the dispute (Acquirer/Merchant)
How to respond?
To address a retrieval request under Reason Code 6321, provide clear documentation to help the cardholder recognize the transaction. This may include:
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Transaction Details: Date, amount, and description of the goods or services purchased.
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Receipts or Invoices: Copies of signed receipts or invoices related to the transaction.
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Communication Records: Any correspondence with the cardholder regarding the transaction.
Providing comprehensive information can help the cardholder recall the transaction and prevent a chargeback.
How to prevent?
To minimize retrieval requests and potential chargebacks under reason code 6321, follow these tips:
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Clear Billing Descriptors: Ensure your business name appears clearly on customer statements.
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Prompt Communication: Notify customers of transactions, especially for large or recurring charges.
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Accurate Records: Maintain detailed records of all transactions and customer interactions.