Information Necessary for Initiating VCC Chargebacks


To file a chargeback against a supplier, the merchant will need to supply the below information related to the transaction. ConnexPay can provide a template for the required information. Please ask your Customer Engagement Specialist for the form.

  • Card last 4
  • Card Expiration Date
  • Merchant
  • Settled Amount
  • Settled Date
  • Order Number
  • What was not received? (Merchandise or Service)
  • Provide detailed description of what was purchased and explanation of dispute
  • Did the cardholder cancel prior to the expected date? Yes or No
  • Did the cardholder attempt to resolve the dispute with the merchant? Yes or No
  • Who did they contact?
  • What was the method of contact: Email, Phone
  • What was the merchant's response?
  • Departure Date
  • Date of Change or Cancel


Time Frames for Initiating VCC Chargebacks

Visa


"The issuer can pursue a dispute as the original services were not rendered using Dispute Condition 13.1— Merchandise/Services Not Received. The time frame would be 120 days from the expected services (not to exceed 540 days from the transaction processing date)."


Page 3 - https://usa.visa.com/dam/VCOM/global/support-legal/documents/faq-covid-19-apr21.pdf 


Mastercard


"In cases involving delayed delivery of goods or services and the delivery or performance date was not specified by the merchant: the issuer must wait 30 calendar days from the transaction date before submitting a chargeback and not exceed 120 calendar days from the transaction settlement date. However, the issuer may chargeback the transaction immediately (and not wait the 30 calendar days) upon learning the merchant will not provide the goods or services because, for example, the merchant is no longer in business."



In cases involving delayed delivery of goods or services and the delivery or performance date was specified by the merchant and the latest anticipated delivery or performance date was specified by the merchant has passed: within 120 calendar days of the latest anticipated delivery or performance date specified by the merchant. However, the issuer may chargeback the transaction immediately (and not wait until the latest anticipated delivery or performance date has passed) upon learning the merchant will not provide the goods or services because, for example, the merchant is no longer in business.



Page 70 - https://www.mastercard.us/content/dam/mccom/global/documents/chargeback-guide.pdf