UA01 – Fraud: Card Present Transaction
Why did I receive this chargeback?
The cardholder claims the transaction was unauthorized and it was either a key-entered or unattended transaction.
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:
- A valid, legible transaction receipt including a complete imprint of all security features if the transaction was not key entered
Proof you submitted the card security code with the authorization request and the issuer authorized the transaction, even if the code was a mismatch or the code wasn’t verified
Proof that the cardholder was present at the time of the transaction or otherwise participated in the transaction
- Proof that the transaction included required data and the chip card terminal was compliant with Discover’s requirements
- Letters, emails, photographs, faxes, or other written communications exchanged with the cardholder
- Receipts, work orders, or other documents signed by the cardholder proving that the cardholder received the goods or services
- A site-to-store pick-up form signed by the cardholder or a copy of the cardholder’s identification
- Proof of delivery or other evidence that the goods or services were delivered according to the cardholder’s wishes
- 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.
- Always ask for photo identification at pickup for site-to-store transactions.
- Always swipe, dip, or tap a card. Only use fallback options—like key entering data—as a last resort.