Click on a topic below to access:

1. Unauthorised Mail/Telephone Transaction

 
2. Requested Item Not Received

 
3. Duplicate Processing

 
4. Invalid Account Number

 
5. Transaction Exceeds Floor Limit

 
6. Sales Voucher Not Imprinted with Card

 
7. Invalid Transaction

 
8. Merchandise Not Received by Purchaser

 
9. Credit Voucher Not Processed

 
10. Posting Direct Debits

1. Unauthorised Mail/Telephone Transaction

Occurred because the cardholder denies participation in this transaction.

You can avoid this by ensuring that you are authorised to accept Mail Order/Telephone Order (MOTO) transactions and being more alert and getting as much customer identification as possible such as a faxed id.
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2. Requested Item Not Received

Occurred because the requested information was not returned to ANZ within the applicable timeframe.

You can avoid future chargebacks of this type by supplying a copy of the sales slip as specified in the retrieval request letter.
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3. Duplicate Processing

Occurred because a transaction was charged to the cardholder’s account two or more times.

You can avoid future chargebacks of this type by crediting the cardholder via your terminal or contacting ANZ Merchant Services when it is realised that a cardholder has been charged more than once for a transaction.
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4. Invalid Account Number

Occurred because the cardholder’s bank cannot locate a valid account number for the credit card number.

You can avoid future chargebacks of this type by ensuring that the account number recorded on the sales receipt is correct ie. swiped or imprinted and updating your records if you have signed authority.
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5. Transaction Exceeds Floor Limit

Occurred because the transaction was over your floor limit and required authorisation. We have reviewed our records and cannot locate an authorisation for this sale.

You can avoid future chargebacks of this type by obtaining proper authorisation on all sales.
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6. Sales Voucher Not Imprinted with Card

Occurred because the credit card was not imprinted or the swipe was not read at the time of sale. Cards which will not swipe read must be imprinted.

You can avoid future chargebacks of this type by ensuring all sales vouchers are imprinted or cards are swiped and read at the time of sale.
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7. Invalid Transaction

Occurred because the transaction was processed using an incorrect account number, transaction amount, or an addition or transposition error was made when calculating transaction amount.

You can avoid future chargebacks of this type by ensuring all calculations of transaction amounts are correct.
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8. Merchandise Not Received by Purchaser

Occurred because the cardholder states that she/he has not received the merchandise purchased.

You can avoid future chargebacks of this type by ensuring that the merchandise has been shipped to the cardholder prior to billing occurring.

Ensure goods are delivered to the person at the delivery address and obtain formal identification (eg licence).
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9. Credit Voucher Not Processed

Occurred because a partial or full credit was not issued.

You can avoid future chargebacks of this type by processing a partial or full credit to the cardholder’s account.
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10. Posting Direct Debits

Occurred because the cardholder cancelled a direct debit but is still receiving the debit.

You can avoid future chargebacks of this type by updating your records as soon as the cancellation is received.
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