Visa Reason Code 53 "Not as Described or Defective Merchandise"

Visa Chargeback Reason Code 53: Not as Described or Defective Merchandise

Description

• Issuing bank received complaint from the customer that goods or services he purchased wasn’t as described at the time of the purchase, in other words goods or services are defective, damaged or not fit in the expectation of the customer.
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• Customer claims that policies explained verbally by merchant during purchase were different, and that what he received was different than expected.

Most Common Causes

• Wrong merchandise/goods sent to the cardholder.
• During shipment, goods got damaged.
• The goods or services were described inaccurately.
• The services purchased by the cardholder weren’t cancelled on time.
• The services did not perform as it was described.
• The returned merchandise was not accepted by the merchant.
• The returned merchandise accepted but merchant did not issue credit to cardholder.
• Counterfeit consumer goods.

Evidence Required

• If the merchant hasn’t received the returned goods or the cardholder has not cancelled the service, inform the bank. The cardholder must make a valid effort to return merchandise or cancel the service. The merchant must ensure that the incoming shipments are recorded to later verify.
• If goods were returned or services were cancelled, the merchant must provide the bank with all the information or evidence of the refund.
• If the cardholder’s complaint is legal, and the merchant have received the goods, but have not refunded the amount, he must accept the chargeback. Do not process a credit until the chargeback has performed this function.
• If the goods were accurate and as described, provide the merchant bank with specific information and invoices to deny the cardholder’s claims.
• If merchandise was damaged and it was returned, provide evidence that it was repaired or replaced.

Prevention

• Make sure that the policies regarding the merchandise or services are explained clearly, these should be delivered in the manner they are supposed to be delivered or as mentioned in terms and policies.
• Make sure that orders are placed correctly and arrived perfectly. It must be reviewed and checked regularly during the delivery process.
• The staff must be trained from time to time on how to accurately file an order.
• The buyers must be notified on every cancellation request, credit or refund in order to reduce the possibilities of chargebacks.

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