Reason Code 05 – Good Faith Investigation Chargeback

Reason Code



Service Dispute


Why did I receive this chargeback?

The issuer initiated a good faith investigation through the retrieval process. You responded and accepted liability.


How long can the issuer wait to file a chargeback?

A good faith investigation can be launched up to two years after the original transaction. If you accept liability, the issuer must initiate the chargeback within 30 days of the retrieval request response date. 


What compelling evidence is needed to respond?

Your chargeback response must include proof that you have already refunded the transaction and credited the cardholder’s account. 


How can I avoid this chargeback in the future?

  • Provide exceptional customer service. Respond to emails, phone calls, and social media inquiries as soon as possible. 
  • Share accurate and detailed product or service descriptions.
  • Write complete yet easy to understand policies. Make it simple for customers to locate this information.

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