13.4 – Counterfeit Merchandise


Dispute Code

13.4

Category

Consumer Disputes

DESCRIPTION

Why did I receive this dispute?

The merchandise you sold has been identified as counterfeit by a reliable third-party.


TIME LIMIT

How long can the issuer wait to file a dispute?

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)

FIGHT

What compelling evidence is needed to respond?

  • 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.

PREVENT

How can I avoid this dispute in the future?

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

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