UA06 – Fraud: Chip and PIN Transaction
Why did I receive this chargeback?
The cardholder has a PIN-preferring chip card, but your POS device either lets the shopper bypass the PIN requirement or is not PIN enabled. Now, the cardholder claims the purchase was unauthorized.
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 copy of the authorization request that proves you processed a valid chip card transaction with a PIN entry
- Proof that magnetic stripe or key entered data was used to complete the transaction and the “fallback” method was noted on the authorization request
- Proof the transaction was card-not-present
- A copy of the authorization requests that contains a service code value other than 2xx or 6xx
- Proof the transaction was conducted at an ATM
- Proof that the chargeback is otherwise 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.
- Only use EMV-compliant terminals.
- Always use the correct cardholder verification method—signature, PIN, etc.