Reason Code 13.4 – Counterfeit Merchandise

The dispute timeline can be based on one of three start dates. Either the dispute must be processed within 120 calendar days of:

• the transaction processing date, or
• the date the customer received the merchandise or services (but not to exceed 540 days of the original transaction processing date), or
• the date the customer was told the merchandise was counterfeit (but not to exceed 540 days of the original transaction processing date)

• If the merchandise is not counterfeit, provide documentation that proves the quality of the product.
• If the dispute is invalid, provide documentation that proves the dispute amount includes the cash-back portion of the 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.

• Only sell genuine merchandise.
• Make sure all product descriptions are complete, accurate, and not misleading.