Dispute Response Templates for Digital Goods Transactions

Sydney VaccaroDigital GoodsLeave a Comment

Dispute Response Templates for Digital Goods Transactions (1)

As we talked about earlier this month, the cost of fraud for digital good merchants is higher than physical good merchants. To help digital merchants, we have created templates specifically for responding to digital good disputes. In this post, we’ll show you some of the main pieces of evidence needed in the dispute response, along with links to downloadable templates. Downloading the template will guide you through what you need to show to disprove the cardholder claim, examples of the evidence to gather, and the correct way to format a response.

Remember: make sure to look at the transaction modifiers that affect the template. Transaction modifiers are important because they change the evidence required in the response. Here’s a basic guide to the transaction modifiers that are typically associated with digital goods dispute responses:

Transaction Modifiers Meaning / Example

CNP

The transaction took place in a card-not-present environment. This could be ecommerce, phone or mail in transactions.
Digital Goods This one may seem a bit obvious, but digital goods are intangible products that stored, used, and delivered in a digital format. This is a common transaction modifier because the evidence for digital goods can greatly vary from that of physical goods transactions.
Recurring Billing Subscription billing where charges happen on a predetermined schedule.

Visa Digital Good Dispute Templates

Visa Reason Code 10.1: EMV Liability Shift Counterfeit Fraud
Transaction Modifiers: Digital Goods

The main pieces of evidence will include:

  • Proof of transaction history
  • Evidence of product usage
  • Details about customer’s account with the company
  • Online access/download history

Visa Reason Code 10.3: Other Fraud – Card Present Environment
Transaction Modifiers: Digital Goods

The main pieces of evidence will include:

  • Proof of transaction history
  • Evidence of product usage
  • Sale Receipt or Invoice
  • Details about customer’s account with the company
  • Online access/download history

Visa Reason Code 10.4: Other Fraud – Card Absent Environment
Transaction Modifiers: CNP, Digital Goods

The main pieces of evidence will include:

  • Proof of transaction history
  • Evidence of product usage
  • Customer service record
  • Details about customer’s account with the company
  • Evidence that recipient is associated with / authorized by the cardholder
  • Evidence that a credit was issued to the cardholder
  • Provide online access/download history

Visa Reason Code 13.1: Services Not Provided or Merchandise Not Received
Transaction Modifiers: CNP, Digital Goods

The main pieces of evidence will include:

  • Proof of transaction history
  • Evidence of product usage
  • Customer service record
  • Details about customer’s account with the company
  • Evidence that recipient is associated with / authorized by the cardholder
  • Evidence that a credit was issued to the cardholder
  • Provide online access/download history

Visa Reason Code 13.2: Cancelled Recurring Transaction
Transaction Modifiers: CNP, Digital Goods, Recurring Billing

The main pieces of evidence will include:

  • Proof of transaction history
  • Evidence of product usage
  • Customer service record
  • Details about customer’s account with the company
  • Evidence that recipient is associated with / authorized by the cardholder
  • Evidence that a credit was issued to the cardholder
  • Provide online access/download history
  • Evidence of a cancelation policy noncompliance

Visa Reason Code 13.3: Not as Described or Defective Merchandise/Services
Transaction Modifiers: CNP, Digital Goods

The main pieces of evidence will include:

  • Proof of transaction history
  • Evidence of product usage
  • Customer service record
  • Details about customer’s account with the company
  • Evidence that recipient is associated with / authorized by the cardholder
  • Evidence that a credit was issued to the cardholder
  • Provide online access/download history
  • Evidence of return noncompliance

MasterCard Digital Good Dispute Templates

MasterCard Reason Code 4837: No Cardholder Authorization
Transaction Modifiers: CNP, Digital Goods

The main pieces of evidence will include:

  • Proof of transaction history
  • Product registration/warranty registration information
  • Evidence of product usage
  • Customer service record
  • Details about customer’s account with the company
  • A contract specifying automatic payment terms
  • Provide online access/download history

MasterCard Reason Code 4841: Canceled Recurring or Digital Goods Transactions
Transaction Modifiers: CNP, Digital Goods

The main pieces of evidence will include:

  • Provide a contract authorizing recurring billing
  • Evidence of product usage
  • Customer service record
  • Details about customer’s account with the company
  • Provide online access/download history

MasterCard Reason Code 4853: Cardholder Dispute
Transaction Modifiers: CNP, Digital Goods

The main pieces of evidence will include:

  • Customer service record
  • Proof the cardholder refused a remedy

Discover Digital Good Dispute Templates

Discover Reason Code UA02: Fraud – Card Not Present Transaction
Transaction Modifiers: Digital Goods

The main pieces of evidence will include:

  • Evidence of product usage
  • Details about customer’s account with the company
  • Provide online access/download history

American Express Digital Good Dispute Templates

American Express Reason Code C08: Goods/Services Not Received or Only Partially Received
Transaction Modifiers: CNP, Digital Goods

The main pieces of evidence will include:

  • Evidence of product usage
  • Customer service record
  • Proof that services were provided
  • Details about customer’s account with the company
  • Provide online access/download history

American Express Reason Code C28: Canceled Recurring Billing
Transaction Modifiers: CNP, Digital Goods

The main pieces of evidence will include:

  • Provide a contract authorizing recurring billing
  • Customer service record
  • Evidence of a cancelation policy noncompliance

American Express Reason Code C31: Goods/Services Not As Described
Transaction Modifiers: CNP, Digital Goods

The main pieces of evidence will include:

  • Customer service record
  • Proof the cardholder refused a remedy
  • Evidence the customer agreed to accept goods in the received condition
  • Evidence of return noncompliance

American Express Reason Code C32: Goods/Services Damaged or Defective
Transaction Modifiers: CNP, Digital Goods

The main pieces of evidence will include:

  • Customer service record
  • Proof the cardholder refused a remedy
  • Evidence the customer agreed to accept goods in the received condition
  • Evidence of return noncompliance

American Express Reason Code F24: No Card Member Authorization
Transaction Modifiers: CNP, Digital Goods

The main pieces of evidence will include:

  • Evidence of product usage
  • Customer service record
  • Details about customer’s account with the company
  • Provide online access/download history

Are you not just selling digital goods? You can check out all our templates that you can download. Downloading a template will guide you through what you need to show to disprove the cardholder claim, examples of the evidence to gather, and the correct way to format a response.


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