Disputes and chargebackss Clause Samples

Disputes and chargebackss. 2.11.1 Card Scheme Disputes and Chargebacks The rules of the Card Schemes, AMEX/JCB and Diners allow a Cardholder and the Cardholder’s bank to dispute a Transaction in certain situations. For example, if the Cardholder doesn’t believe they authorised the Transaction, or says the goods were not delivered, that person can dispute the Transaction which may result in a chargeback. Please note that you must not resubmit a previously charged back Transaction. 2.11.2 Examples of customer disputes Some examples of customer disputes that can result in chargebacks are: • the customer complains that goods or services are not as described on a website or in a mail order catalogue; • the customer is billed twice for the same order or billed for an incorrect amount; • the customer doesn’t recognise the Transaction on their statement because the business name on the statement is different to the business name used on the website or mail/telephone order marketing materials; • the customer argues that they never received the goods or services; • there is confusion or disagreement between the customer and merchant over a return or refund amount; • fraud (the customer claims they did not authorise the Transaction). 2.11.3 How the dispute process works 1. The Cardholder disputes a Transaction by advising their Card issuer. A Transaction can be disputed up to 120 days from the date of the Transaction or agreed goods/service delivery date, whichever is later. To be safe, keep clear and easy-to-read vouchers or records of Transactions and proof of delivery for at least 6 months after the date of delivery of goods or services. 2. The card issuer may send us a request for copies of documents and other supporting evidence to determine the validity of the Transaction or may raise the dispute with the relevant scheme. 3. Depending on the relevant Card Scheme’s rules (whether it is Visa, Mastercard, UnionPay International or eftpos), we may contact you to ask for documentation or information to support or reject the dispute. Once a Transaction is disputed, it’s your responsibility to prove that a valid Transaction occurred. You will have a limited timeframe to respond to any request by us, as set out in our request letter. For disputed AMEX/JCB or Diners Transactions, please refer to the relevant scheme. 4. Both banks, or the relevant scheme, evaluate the information and make a decision as to the validity of the dispute. 5. Where the fraud and authorisation related disputes reason cod...