Reason Code AW – Altered Amount
Why did I receive this chargeback?
The cardholder claims the transaction amount is incorrect.
How long can the issuer wait to file a chargeback?
The maximum amount of time that can pass between the transaction processing date and the chargeback processing date is 120 calendar days.
However, the timeline may be extended if the issuer first submitted a retrieval request. If the retrieval request process finishes after the 120 day deadline, the issuer will have an additional 30 days to file a chargeback.
What compelling evidence is needed to respond?
Examples of compelling evidence that you may submit in response to a chargeback with this reason code include:
- Proof that the transaction documentation wasn’t altered in any way
- Proof the cardholder agreed to the amount printed on the receipt for a transaction, cash advance, or ATM withdrawal
- Proof the cardholder is responsible for the amount charged to the card
- Proof that the cardholder received the requested cash
- Proof that the chargeback is invalid because it doesn’t adhere to Discover’s requirements
- Proof you have already refunded the transaction and credited the cardholder’s account
How can I avoid this chargeback in the future?
- Always respond to retrieval requests on time and with the required information.
- Unless authorized, never change the amount of a completed transaction without the cardholder’s consent.
- Use caution when entering handwritten transaction information.
- Always swipe or dip a card—only use fallback options in emergency situations.