10.3 - Other Fraud – Card-Present Environment


Dispute Code

10.3

Category

Fraud

Workflow

Allocation

DESCRIPTION

Why did I receive this dispute?

The cardholder claims the transaction was unauthorized and it was either a key-entered or unattended transaction.


TIME LIMIT

How long can the issuer wait to file a dispute?

The maximum amount of time that can pass between the transaction processing date and the dispute processing date is 120 calendar days.


FIGHT

What compelling evidence is needed to respond?

  • If you obtained an electronic imprint for a face-to-face transaction, provide documentation that proves the transaction was authorized by the cardholder.
  • If you have an imprint and a PIN for an unattended transaction, provide documentation that proves the transaction was authorized by the cardholder.
  • If the transaction includes a card-present transaction and a subsequent key-entered transaction, provide documentation that proves all transactions took place during the same stay, trip, or rental period and a valid imprint for the first card-present transaction.
  • If you have already processed a refund for the transaction in question, provide documentation that proves you have credited the cardholder’s account.
  • If the cardholder no longer wishes to dispute the transaction, provide documentation that proves the issue has been resolved.

PREVENT

How can I avoid this dispute in the future?

  • Use fallback options—like manually entering transaction data—as a last resort.
  • If you do perform a key-entered transaction, make a manual imprint of the card.
  • Make sure you differentiate between card-absent and card-present transactions during clearing by noting internet phone, or mail orders.

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