Reason Code C28 – Cancelled Recurring Billing

Your chargeback response must include at least one of the following items:

• If the cancellation request didn’t comply with your policies, provide a copy of your cancellation policy, outline how you made the cardholder aware of the policy before the purchase, and explain how the rules weren’t followed.
• If the cardholder didn’t cancel the recurring transaction and continues to use the goods or services, provide documentation that refutes the cardholder’s claim.
• If you have already processed a refund for the transaction in question, provide documentation that proves you have credited the cardholder’s account.

• Make sure qualified cancellation and non-renewal requests are fulfilled promptly.
• Send a notification after you’ve cancelled the recurring payment.
• If new fees are incurred after the cancellation, communicate with the cardholder about how those charges should be handled.
• Clearly and concisely communicate your cancellation policy and make it easy for customers to find the information.
• Remind customers of upcoming charges, especially if a significant amount of time passes between each recurring billing cycle.