05 – Good Faith Investigation Chargeback


Reason Code

05

Category

Service Dispute

DESCRIPTION

Why did I receive this chargeback?

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


TIME LIMIT

How long can the issuer wait to file a chargeback?

The maximum amount of time that can pass between the retrieval request response date and the chargeback processing date is 30 calendar days. 


FIGHT

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. 


PREVENT

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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