Description of Reason Code C04
Goods or Services Returned or Refused
Insights from Rules and Regulations
The goods or services were returned or refused, but the cardholder did not receive credit.
How to Win Reason Code C04
You'll need to supply a written explanation refuting the cardholder’s claim that goods were returned to your business. If the items were returned, provide a copy of your return policy, an explanation of your procedures for disclosing it to the cardholder, and details explaining how the cardholder did not follow the return policy, or a copy of the charge record indicating the terms and conditions of the purchase with details explaining how the cardholder did not follow the policy. If goods/services refused, provide proof that the goods/services were accepted (e.g. signed delivery slip if the goods were delivered, screen print showing use of the service if service was provided via internet). If you've already issued a credit, provide proof that a credit which directly offsets the disputed charge has already been processed.
Transaction Modifiers applicable to Reason Code C04