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Chargeback support

Chargeback FAQs

What is a chargeback?

If a cardholder wishes to dispute a card transaction processed by your business, it may result in the value of the transaction being taken from your business and refunded back to the cardholder – this is called a 'chargeback'. There are a number of reasons for a chargeback.

You are liable for all chargebacks under Condition 12 of the ANZ Merchant Services General Conditions.

What is a retrieval request?

This is a request for information about a transaction that has been disputed. ANZ will contact you if we receive a retrieval request relating to your business. The communication will contain instructions for providing the evidence needed to prove the transaction was legitimate, as well as a deadline for responding. If the evidence you submit is deemed by Visa or MasterCard® to be insufficient, or submitted after the deadline, the retrieval request may become a chargeback and ANZ may debit your nominated account for the value of the transaction.

A chargeback won’t be the result of every dispute raised by a cardholder. You'll only be charged back for the value of a transaction under some circumstances, however, the process is always the same:

  1. Cardholder contacts their bank to dispute a transaction charged to their credit card.
  2. The cardholder’s bank will investigate whether the customer’s claim is justified and decide how to deal with the dispute. 
  3. Depending on the reason for the dispute, they will either send a retrieval request or a chargeback to ANZ.

No. The reason cited by the cardholder may mean that the cardholder’s bank can immediately issue a chargeback without first issuing a retrieval request. Some chargebacks can't be defended and in these cases, your nominated account will be debited by ANZ for the value of the transaction.

If the chargeback can be defended, ANZ will contact you with instructions for providing the evidence needed to prove the transaction was legitimate. The communication will also contain a deadline for responding. If the evidence you submit is insufficient or submitted after the deadline, the dispute will result in the value of the transaction being charged back to you.

Find out more about defending a chargeback and providing evidence

You have 10 business days to respond with the requested evidence from the date on the communication from ANZ.

If you have an online facility:

  • Make sure your website has online security tools such as Verified by Visa and MasterCard SecureCode®. If you don’t have these tools active on your site, you can contact us to ask how to activate them.
  • Your website must capture the Card Verification Value, which is the 3 digit security code found on the back of credit cards. This may assist with reducing chargebacks as it helps to ensure that the card is not fraudulent.
  • Advertise and trade under the same business name as it appears on receipts and under the same trading name that you’ve provided to ANZ. 
  • Always dispatch goods promptly to minimise the chance that a customer will raise a dispute for non-delivery of goods. You should collect a signed delivery receipt and keep this as a record of delivery for 30 months.
  • If you are authorised by ANZ to process recurring payments from the same credit card, make sure your customer has agreed to this in writing and that you don’t continue processing transactions after the expiry date of the card.

 

If you have an EFTPOS machine:

  • Always perform card security checks before you process transactions (refer to the ‘Fraud Minimisation’ section of your operating guide).
  • If you try to swipe or insert a credit card and the transaction isn't working, don’t hand key the transaction. Ask for another method of payment. You can't hand key a transaction unless you have been authorised to do so under your ANZ Merchant Agreement.
  • Once the transaction is completed, check that the card number on the transaction receipt is the same as the number on the card.
  • If your customer is not using a PIN, always check that the signature on the card matches the signature on the transaction receipt.
  • Always dispatch goods promptly to minimise the chance that a customer will raise a dispute for non-delivery of goods. You should collect a signed delivery receipt and keep this as a record of delivery for 30 months.
  • If you take orders over the internet, by mail or by telephone, and then process these on your EFTPOS terminal, it’s a good idea to always enter the Card Verification Value as part of the transaction. If your EFTPOS terminal won't allow you to key this, call merchant support to activate this feature.

 

NOTE: Storing a Card Verification Value, or failing to securely destroy it after a transaction has been processed is prohibited. 

Reason codes and common reasons for chargebacks

Visa and MasterCard define a number of ‘reason codes’ for disputes raised by cardholders. The reason code determines whether you have an opportunity to defend the dispute, or if it will be an automatic chargeback. This means you will sometimes be contacted with a request to provide evidence and sometimes your account will simply be debited for the chargeback. A dispute may be raised for many reasons, however, some common reason codes are:

  • Unauthorised/fraudulent transaction
  • Cardholder doesn’t recognise transaction
  • Authorisation (for manual transactions)
  • Processing error
  • Duplicate processing
  • Non-receipt of goods and services.

Find out more about reason code categories and the evidence required to challenge a chargeback:

Chargeback reference guide (174kb) - refer to page 2

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Any advice does not take into account your personal needs and financial circumstances and you should consider whether it is appropriate for you.

ANZ recommends you read the applicable Terms and Conditions and the ANZ Financial Services Guide (PDF 334kB) before acquiring the product.