F29 – Card Not Present
Why did I receive this chargeback?
You processed a mail order, telephone order, or internet order, and the cardholder claims he or she didn’t participate in the purchase.
What compelling evidence is needed to respond?
If the disputed purchase was an airline transaction, your chargeback response must include at least one of the following:
- Proof that the cardholder or designated passenger participated in the flight (scanned boarding pass, flight manifest, etc.)
- Proof that frequent flyer miles were earned during the flight
- Proof that the flight was still available during bankruptcy proceedings
- Proof of additional purchases related to the original transaction (seat upgrades, baggage payments, in-flight purchases, etc.)
If your business has MCC 5815, 5816, 5817, or 5818, your chargeback response must include ALL of the following:
- Description of the goods or services purchased
- Date and time the goods or services were purchased
- Date and time the goods or services were downloaded
- Customer name used for the account
- Proof you own the operating system for the electronic device used in the transaction
- Proof you used Address Verification Service (AVS) or the card security code (CID) to authenticate the card when the cardholder first linked it to the account
How can I avoid this chargeback in the future?
- Consider using fraud detection tools such as card security code (CID) and Address Verification Service (AVS).
- Use pre-sale fraud detection service providers that can help verify the cardholder’s identity, detect potential criminal activity, and reduce the risk of accepting an unauthorized transaction.
- Use a billing descriptor that is easily recognized by the cardholder.
- Always submit an authorization request, no matter the transaction amount.
- Make sure you differentiate between card-not-present and card-present transactions during clearing by noting internet, phone, or mail orders.