The cardholder may ask for specific information regarding the transaction, and further cardholder’s bank goes to the merchant and requests information with an explanation. If the merchant does not respond with a legible copy of the transaction and its authorization proof, then cardholder may file the chargeback.
Most Common Causes
- The original receipt is not readable because of light print.
- Copy of the order receipt are too small to read or unclear.
- If cardholder did not receive credit when he requested for the same.
- Merchant did not respond to the issuer on Retrieval Request or Sales Draft.
Evidence Required
- The merchant should provide a printout of the credit to the merchant bank. If issued money order or a check; submit a copy of front and back of the canceled receipt.
- Ensure that the refund if partially issued then why the full refund was not issued.
- Accept the chargeback, if credit was not processed.
Prevention
- You should keep a record of all retrieval requests.
- Recheck your record for confirmation which you are sending for chargeback requests.
- Chargeback with this reason code doesn’t have reversal rights even if the merchant does not react within the time frame on retrieval request.
- The merchant should be quick in responding retrieval requests as they occur.
Linda was having issues with her laptop for which she asked technical support to assist her with her system. The company successfully fixed the error and Linda’s laptop was alive again. A bill was generated and Linda was asked to pay a certain amount. She requested the merchant to give her a detailed bill with the pricing of each issue that they fixed. The merchant refused to give details. Linda thought that she was overcharged and after not being able to receive full information of the bill from the merchant, she decides to dispute the charge under the Reason Code 79: Non Receipt of Sale Draft
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