4853 - Cardholder Dispute - Digital Goods Purchase of $25 or Less
Why did I receive this chargeback?
You asked the cardholder to provide card information to create an account that could be used to purchase digital goods at a later time, but you didn’t provide required purchase controls. As a result, unwanted or unauthorized purchases were made.
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.
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 you adhered to required purchase controls including purchases are disabled by default, authorization information must be re-entered after 15 minutes of inactivity, you clearly display the full transaction amount, and you allow the cardholder to confirm or cancel the purchase before processing
- 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
- Proof the cardholder no longer wishes to dispute the transaction
How can I avoid this chargeback in the future?
- Ensure that purchases are disabled by default; cardholders should opt-in to purchases.
- Confirm with the cardholder that purchases can be made without a password or other form of authentication.
- If the cardholder chooses to provide authentication information before each purchase, ask the cardholder to re-enter the information after 15 minutes of inactivity.
- Clearly display the total transaction amount for each pending purchase and ask the cardholder to confirm or cancel.
- Immediately send an email or text message to confirm a purchase was made.