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    customized templates sets to give SoftCart stores a unique easily maintainable look and feel SoftCart 4 0 Technical Reference Guide Guides Web designers and systems integrators beyond the Store Manager interface to address the more technical configuration standpoint of the product Commerce Enabling an Existing Website with Mercantec SoftCart Handbook to guide a merchant through the steps in order to commerce enable his or her existing Web site using Softcart

    Original URL path: http://www.mercantec.com/default.asp?print=true&action=article&ID=31 (2016-01-08)
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    foreign banks When we fax you a Media Request List you have sixteen 16 calendar days from the date of request to fax us a clear and legible copy of the sales record along with the CCN numbers from the Media Request List If you are unable to respond to the request within sixteen 16 calendar days you will be subject to a Chargeback If you have received a Media Request and credit has already been issued you have sixteen 16 calendar days from the date of request to fax us a notification that credit has already been issued Also include a clear legible copy of the credit record along with the CCN numbers from the Media Request List If you are unable to respond to the request within sixteen 16 calendar days you will be subject to a chargeback Please fax copies of the transactions with the appropriate Media Request List CCN number to 301 745 7075 Available 24 hours a day If you do not own a fax machine we will mail you the request Immediately send us a clear and legible copy of the sales record along with a copy of the Media Request List to Merchant Services Media Retrieval Attn RTV N PO Box 6700 Hagerstown MD 21742 6700 If possible arrange to fax the information back to us at the telephone fax number provided above The required elements to fulfill a retrieval request are Visa Cardholder Account Number Cardholder s E Mail Address Card Expiration Date Cardholder Name Transaction Date Transaction Amount Authorization Code Merchant Name Merchant Location Description of service merchandise itemized charges Ship to Address if applicable AVS response code if used and the response code is available If the retrieval request comes in for Request for copy bearing signature the merchant must provide a copy of the order form with the cardholder s signature MasterCard Cardholder Account Number Cardholder s E Mail Address Cardholder Name Card Expiration Date Merchant Name Merchant Location Transaction Date Authorization Code Description of merchandise or service Ship to Address if applicable Transaction Amount AVS response code if available If a retrieval request results from a difference in the following information on the sales record and transmitted record merchant name or an incorrect city state foreign country and or transaction date a 25 00 handling fee may be charged by the issuing bank and may be debited from your account If you do not respond or respond late to a media retrieval request there is no recourse for a non receipt of requested item sales record Effective October 1 1994 chargebacks for non receipt of requested item can no longer be reversed unless the request draft was provided when initially requested Association rules and regulations require that a merchant must make a good faith attempt and be willing and able to resolve any disputes directly with the cardmember It is a violation of Association rules and regulations to rebill a customer for a transaction that was charged back Chargebacks The term Chargeback refers to a returned transaction resulting from the lack of adherence to the conditions of the Sales Agreement Association regulations or these Operation Procedures and result in the debiting of your merchant account Your merchant account may also be debited in the event Paymentech or its clearing bank is required to pay bankcard Association fees charges fines penalties or other assessments as a consequence of your sales activities Such debits shall not be subject to the limitation of time specified elsewhere in the Sales Agreement or these Operating Procedures In the event you maintain a bank account with Paymentech clearing bank we may cause your bank account to be debited for the actual or contingent Chargeback amount owed to Paymentech pursuant to the Sales Agreement between you Paymentech and the clearing bank If an account is not maintained with Paymentech clearing bank we may actual or contingent Chargeback amount from your bankcard settlement or from any other account accessible to Paymentech by virtue of an ACH Agreement between you and Paymentech Chargeback Process Dispute A cardmember or the card issuing bank has the right to question or dispute a transaction In most cases before a Chargeback is initiated the card issuing bank request a copy of the sales record via a Media Request or Retrieval Once a Media Request or Retrieval is received from the card issuer we will respond by sending a copy of the transaction if available If the information provided is sufficient to warrant a reversal of the Chargeback and within the applicable timeframe we will do so on your behalf but reversal is contingent upon acceptance by your customer s card issuing bank under Visa and MasterCard guidelines If the Chargeback is reversed the card issuing bank does have the right to re present the Chargeback a second time If the charge is not disputed within the applicable time limit set forth by MasterCard and Visa regulations reversal rights are lost Our only alternative on your behalf is to attempt a good faith collection to the card issuing bank You will receive only the amount if any recovered from the cardmember s bank Association rules and regulations require that a merchant must make a good faith attempt and be willing and able to resolve any disputes directly with the cardmember It is a violation of Association rules and regulations to rebill a customer for a transaction that was charged back Chargeback Reasons Following are the top Chargeback reason codes for which we receive Chargebacks and how to avoid and dispute them 1 Cardmember or card issuer requests a copy of the sales record To Avoid Prepare and maintain legible sales records with complete sale and authorization information and or respond to media retrieval request within the required timeframe To Dispute Within twelve 12 days of the date you were debited we must receive via fax or mail a copy of the sales record 2 Cardholder did not authorize the transaction primarily for mail telephone Internet orders recurring transaction repetitive billing pre authorized health card transactions To Avoid Mail telephone orders follow recommended procedures defined in this Operating Procedures Guide Recurring transaction ensure your customers are fully aware of the condition of the type of transaction Use Address Verification Service To Dispute Within twelve 12 days of the date you were debited we must receive via fax or mail a copy of the sales record Provide a copy of sales record invoice or order form Provide a signed delivery receipt UPS Fed Ex etc showing name and address the merchandise was delivered to Provide a signed form and or invoice acknowledging cardmember s participation in a recurring transaction If possible contact the cardmember directly to resolve the inquiry dispute Submit a letter in writing to Paymentech with supporting documentation stating why you believe the Chargeback may be improper or invalid 3 Non matching account number transaction was processed on an account not found on an issuer s masterfile To Avoid Mail Telephone Internet Orders If possible contact the cardholder to verify the account number or request another form of payment In an incorrect number was used re authorize and re deposit the transaction using the correct number To Dispute Within twelve 12 days of the date you were debited we must receive via fax or mail a copy of the sales record Provide a copy of sales record If you use a third party for authorization immediately request their authorization logs and submit to us Submit a letter in writing to Paymentech with supporting documentation stating why you believe the Chargeback may be improper or invalid If possible contact the cardmember to verify the account number or request another form of payment If an incorrect number was used authorize and redeposit the transaction using the correct number 4 Transaction was processed more than once to the same cardmember To Avoid Settle and reconcile your batches daily Ensure that the total amount settled and submitted balances with the credit card records of the transactions To Dispute Within twelve 12 days of the date you were debited we must receive via fax or mail a copy of the sales record Provide two different sales records Submit a letter in writing to Paymentech with supporting documentation stating why you believe the Chargeback may be improper or invalid 5 Credit not processed the cardmember is claiming that a credit voucher or refund acknowledgment issued by you was not processed To Avoid Process credits daily All credits must be applied to the account to which the debit originally posted Do not issue in store or merchandise credit To Dispute Within twelve 12 days of the date you were debited we must receive via fax or mail a copy of the sales record Provide a copy of the credit record date credit was processed and the deposit total that included the credit Submit a letter in writing to Paymentech with supporting documentation stating why you believe the Chargeback may be improper or invalid 6 No authorization To Avoid Authorize all transactions To Dispute Within twelve 12 days of the date you were debited we must receive via fax or mail a copy of the sales record Submit a letter in writing to Paymentech with supporting documentation stating why you believe the Chargeback may be improper or invalid and include any authorization data that you may have If you used a third party i e American Express to authorize you must contact them immediately for proof of authorization e g authorization log and submit to us 7 Non receipt of merchandise cardmember is claiming they did not receive the merchandise or merchandise was paid for by other means To Avoid Do not process a transaction until merchandise is shipped If a customer has paid for merchandise by another method do not process the transaction To Dispute Within twelve 12 days of the date you were debited we must receive proof that the merchandise was received i e UPS Fed Ex etc tracer and delivery receipt signed invoice customer name and delivery address If possible contact the cardmember directly to resolve the inquiry dispute Submit a letter in writing to Paymentech with supporting documentation stating why you believe the Chargeback may be improper or invalid 8 Card used before effective date of after expiration date To Avoid Do not process a transaction prior to the effective date Do not process a transaction after the expiration date To Dispute Provide a printed sales record invoice or order form showing that the transaction was processed after the effective date or before the date of expiration Submit a letter in writing to Paymentech with supporting documentation stating why you believe the Chargeback may be improper or invalid If possible contact the cardmember for another form of payment Other Chargeback Reasons The following is a list of reasons for other Chargebacks Paymentech may add or delete to this list as changes occur in the Association rules or operational requirements Services not rendered Merchant did not provide services Services were paid by another method i e cash check or another card Error in addition was made when calculating transaction amount Incorrect or invalid account number A valid authorization was not obtained for a transaction and cardmember neither authorized nor participated in transaction Cardmember credit was posted processed as a debit or a debit was posted processed as a credit Transaction was processed for an incorrect amount Not as described goods or services received by the cardmember did not match merchant s written mail phone Internet order or merchant s verbal description Claim or defense local state and or federal law required the card issuer to credit a cardmember s account and no other Chargeback right was available cardmember tried to resolve dispute with the merchant and was still dissatisfied Defective merchandise shipped merchandise was received in defective condition or otherwise unsuitable for purpose sold Several drafts sales records were imprinted at same merchant location but cardmember acknowledged participation in only one transaction Counterfeit transactions Account number was listed on the exception file Transaction was completed after authorization was declined Transaction was not processed within MasterCard or Visa timeframes No card member signature was obtained and cardmember neither authorized nor participated in transaction or no outstanding valid card exists Cardmember claims merchant changed amount of transaction sales draft without permission Fraudulent transaction occurred with a merchant who has a prior history of fraudulent transactions Limited amount terminal terminal is specifically programmed for specific type of merchants transaction exceeded limited amount Authorization code invalid Suspicious transaction e g knowingly participating in a fraudulent transaction Invalid sale lost stolen counterfeit altered or other invalid transaction which although correctly authorized may be charged back in full or in part in accordance with MasterCard International or Visa USA regulations Cardmember was denied right to return item Cardmember canceled order cancellation number received Chargeback Reversals Collections NOTE Do not issue a credit after a chargeback has been applied to your account If you issue a credit after the chargeback has been applied this will cause the amount to be deducted from your account twice If your dispute and documentation supports a reversal of the Chargeback to the card issuer and is received within the MasterCard and Visa reversal timeframes we will reverse the item back to the card issuer and your account will be credited It is important to note that the reversal is contingent upon the acceptance by the card issuer and or the cardmember The item may be represented a second time and your account will be debited accordingly A reversal is not a guarantee that the Chargeback has been resolved in your favor If the Chargeback is presented by the card issuer a second time it cannot be reversed and you may be debited If you feel strongly that it is an invalid Chargeback you may request us to have MasterCard or Visa review and arbitrate the item to determine the validity Both MasterCard and Visa have a 150 filing fee and a 250 review fee both fees may be non refundable and may be debited to your account In addition if the decision is ruled in favor of the cardmember and or card issuing bank an additional penalty may be assessed and debited to your account If your dispute and documentation supports your case but is received after the MasterCard and Visa timeframes our only alternative is to attempt a good faith collection with the card issuing bank This process can take from 30 to 180 days the transaction must meet the card issuer s collection criteria e g above a set dollar amount within a specified time limit etc and the card issuer may assess a collection fee e g 25 to 100 A good faith collection is not a guarantee that any funds will be collected on your behalf You will be credited when and if the card issuer accepts the collection and makes payment less any fees charged by the card issuer Due to the short time frames and the supporting documentation necessary to successfully and permanently reverse a Chargeback in your favor we strongly recommend the following Avoid Chargebacks by adhering to the guidelines and procedures outlined in this guide If you do receive a Chargeback investigate and if you dispute the Chargeback contact us immediately Whenever possible contact the cardmember directly to resolve the inquiry dispute If you have any questions call Client Services and they will assist you or they will refer you to someone who can Other Debits The following is a list of reasons for other debits Paymentech may add or delete to this list as changes occur in the bankcard Association rules or Paymentech operational requirements Bankcard Association fees charges fines penalties or other assessments because of client s sales activities Currency conversion was incorrectly calculated Discount not previously charged Reversal of deposit was posted to your account in error Debit for summary adjustment not previously posted Reversal of credit for deposit previously posted Debit for Chargeback never posted to your account Debit for Association ruling against your account relating to Arbitration Compliance Incoming collections you have agreed to accept Debit for EDC batch error fee Association Merchant Chargeback Monitoring Fee Excessive Chargeback Handling Fee Failure of transaction to meet Member Controller Authorization Service MCAS cardmember account number on exception file Original transaction currency foreign not provided Travel Voucher exceeds maximum value Debit and or fee for investigation and or Chargeback costs related to Paymentech termination of Sales Agreement for cause or for costs related to Paymentech collection activities including reasonable attorney fees Shipping and handling fees Incorrect merchant descriptor name and or city state submitted Incorrect transaction date submitted Interchange fees Summary Deposit Adjustments Electronic Rejects Occasionally it is necessary for Paymentech to adjust the dollar amount of your summaries submissions deposits and facilitate the crediting or debiting of your account accordingly The following is a list of the most frequent reasons for Summary Deposit Adjustments Electronic Rejects Your summary reflected an arithmetic error Submitted sales not included in your Sales Agreement i e Diners Club American Express and Discover The dollar amount is unreadable illegible The cardmember s account number is unreadable illegible Duplicate sales record submitted Credit card number is incorrect incomplete Summary indicated credits but no credits were submitted Disputing Chargebacks Debits and Summary Adjustments In order to quickly resolve disputed Chargebacks debits and summary adjustments it is extremely important that these issues items be sent to the address below If the Summary Adjustment is for unreadable or incorrect cardmember number resubmit the corrected sales record with your next deposit Also if the transaction is over thirty 30 days you must reauthorize The following information should be obtained from your files 1 Clear and legible copy of the sales record showing Date of sale credit Cardmember s account number Cardholder s name Total amount of the sale Description of goods and services Date and authorization

    Original URL path: http://www.mercantec.com/default.asp?print=true&action=article&ID=34 (2016-01-08)
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