4834 - Point-Of-Interaction Error - Charges for Loss, Theft or Damages


Dispute Code

4834

Category

Point-of-Interaction Error

Message System

Dual Message System

DESCRIPTION

Why did I receive this chargeback?

The cardholder claims you processed a transaction and included a charge for loss, theft, or damage up front—before the services had even been used.


TIME LIMIT

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 90 calendar days.


FIGHT

What compelling evidence is needed to respond?

Your chargeback response must include at least one of the following items:

  • Explanation and documentation to refute the cardholder’s claim
  • Proof that the chargeback is invalid because it doesn’t adhere to Mastercard requirements
  • Proof you have already refunded the transaction and credited the cardholder’s account

PREVENT

How can I avoid this chargeback in the future?

  • Clearly explain the situations that might cause you to charge the card including charges for loss, theft, or damage.
  • Have the cardholder read and agree to terms of service before processing the original transaction.
  • If you need to charge for loss, theft, or damage, process two transactions—the first for the initial service and the second for the additional fee.

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