FIS Chargeback Services Chargebacks

DRC CB Process

DRC Chargeback Process

PURPOSE DRC process for creating and the chargeback process.

FREQUENCY Daily

RESPONSIBLE Chargebacks
AREA

REVISION DATE 05/20/2020

Contents
Intro................................................................................................................................. 2
Objectives..................................................................................................................2
Identifying Transaction Types......................................................................................3
MasterCard Reason Codes........................................................................................... 7
Reason Code 4837 (Unauthorized)..............................................................................7
Reason Code 4870 (Unauthorized Face to Face Chip card Transactions)...................9
Reason Code 4808 (Requested/Required Authorization Not Obtained).................10
Reason Code 4834 (Paid by other means and Incorrect amount)..........................12
Reason Code 4834 (Duplicate processing and ATM Non-received).......................13
Reason Code 4834 (Addendum Charges Combine Charge)..................................14
Reason Code 4842 (Late Presentment)..................................................................15
Reason Code 4853(Cancelled-Recurring Charges)................................................16
Reason Code 4853 (Not as described/Defective)...................................................18
Reason Code 4853 (Non-Receipt of Goods/Services)............................................19
Reason Code 4853(No Show).................................................................................21
Reason Code 4853 (Cancelled/Returned, Buyer’s Remorse).................................22
Reason Code 4853 (Addendum Charges Separate Charge)..................................24
DRC Navigation............................................................................................................25
When you change your password, the mainframe password is also updated. Use
this User ID and Password to access your processing system..............................25
Supporting Documentation......................................................................................... 32
Processing Chargebacks in DRC...............................................................................34
Processing 2nd/Arbitration Chargebacks (MC)..........................................................35

© 2020 May 18, 2020 Page 1

 FIS Chargeback Services Chargebacks
DRC CB Process

Intro.............................................................................................................................35
Processing 2nd Chargebacks in DRC..........................................................................35
nd
How to process 2 Chargeback in DRC...................................................................36
Supporting Documentation......................................................................................... 37
Keying a 2nd Chargeback in Data Navigator.............................................................40

Intro
This manual has been created to train the chargeback process within FIS. This
document is to provide a step by step process to working reason codes in DRC. You will
have to keep in mind that there are times that you may have a case that not fall within
these processes. If this happens, please review and contact leadership for guidance.

Objectives

In this manual, we will review how to determine the reason of dispute, what necessary steps to be
taken, VISA and MasterCard reason codes and their procedures and how to process a chargeback
For each case, you work, you will be able to:
• Qualify or disqualify the case as a billing error

Determine the course of action to pursue to resolve the case

When necessary, you will be able to:
• Create 1st Chargeback
• Close the Case the case (e.g., Request additional information, etc.)

Once you have filled out and closed survey, you will release the claim for DRC to action.

© 2020 May 18, 2020 Page 2

 FIS Chargeback Services Chargebacks
DRC CB Process

Identifying Transaction Types

POS Entry Mode
• POS Entry 05 & 95 – Chip read
• POS Entry 07 – Chip Contactless
• POS Entry 02/90 – Card present- Magstripe
• POS Entry 91 – Magstripe Contactless
• POS Entry 01 – Card absent
• POS Entry 10 – Saved Data

Terminal Entry Capability Code

• Terminal code 05 – Chip enabled
• Terminal code 02 – MagStripe
• Terminal code – Anything other- Not chip enabled

CVV1- Check for passing result

• If Passed- Continue to chip chart to verify all data elements for a chargeback right
• If failed verification or Not preformed- No rights & closed under comment-

Dispute is invalid for Condition 10.1 EMV Counterfeit transaction because the transaction was approved
after the CVV failed verification. If the issuer did not participate in the Card Verification Value program at
the time of the transaction, there are no dispute rights available.

US Liability flowchart and Decision Aid for Disputed Transaction under EMV rules

Fallback Transactions.

© 2020 May 18, 2020 Page 3

 FIS Chargeback Services Chargebacks
DRC CB Process

Contactless Transactions
What is “Contactless”
A Contactless payment are debit cards, key fobs, smart cards or other devices, including
smartphones and other mobile devices, that uses radio-frequency identification (RFID) or near field
communication (NFC) for making secure payments. The embedded chip and antenna enable
consumers to wave their card, fob, or handheld device over a reader at a point of sale terminal

© 2020 May 18, 2020 Page 4

 FIS Chargeback Services Chargebacks
DRC CB Process

© 2020 May 18, 2020 Page 5

 FIS Chargeback Services Chargebacks
DRC CB Process

Valid Dispute/Affidavit for Fraud Disputes

What is valid for an affidavit for VISA All Region transactions?

The document will need to include the following:

- Transaction Account Number.
- Transaction information: Merchant name, Txn Date and Dollar amount in $USD.
- Reason for dispute- Un-Auth/Did not participate
- Card status: Lost/Stolen/Possession (If not mentioned, Take default- in possession & If conflicting
card status-Close for correct card status)
- Does not have to have a signature on the document from the cardholder.
- Txn should not be T&E-MCC (Below than $25.00, All Regions), if yes- Close. If $25.01, Process CB.

© 2020 May 18, 2020 Page 6

 FIS Chargeback Services Chargebacks
DRC CB Process

MasterCard Reason Codes

Reason Code 4837 (Unauthorized)

Overview - Reason Code 4837

Cardholder states that they did not authorize the disputed transaction. Cardholder did not participate or
authorized transaction.

Chargeback conditions/requirements

 Card must be blocked.

 Charge can be MOTO or POS (only when entry mode is 01).
 Cardholder should provide a signed unauthorized letter, or a non-FIS letter should meet the requirement
of unauthorized letter - includes
a) Unauthorized statement
b) Transaction date & amount
c) Merchant’s name
d) Account Number (Complete/truncated)
e) Cardholder’s signature

 Safe reporting is required (however, in DRC, if a claim is set up as Unauth, system will automatically fraud
report the transaction).

Invalid to use Reason Code 4837 –

 Card-read face to face transactions which have an approved authorization.

 ATM transactions
 CAT Level 1 (PIN Based Transactions)
 Transactions resulting from account takeover
 Addendum disputes (use 4859 RS7)

Document Requirements
 Survey along with the supporting document.

MMT
CH DID NOT AUTHORIZE

BE Classification - In DRC, as per the new compliance rule, any unauthorized claim will be “BE” regardless of the
timeframe factor.

Process the following steps-

© 2020 May 18, 2020 Page 7

 FIS Chargeback Services Chargebacks
DRC CB Process

 From the TXN INFO tab, check the box against your transaction id and click on Dispute Survey tab
 Fill the survey according to the Reason Code 4837
 We cannot consider the partial MIC in Reason code 4837, if partial MIC has been received, mention it in
your case notes.
 Attach the unauthorized letter as chargeback supporting document
 From the TXN documents screen, add a detailed case note under the Associated Notes tab
 From the TXN Actions, select Process Chargeback
 DRC will process the Chargeback on the transaction, will send the appropriate letters to the cardholder
and will pend the TXN for re-presentment timeframe.

© 2020 May 18, 2020 Page 8

 FIS Chargeback Services Chargebacks
DRC CB Process

Reason Code 4870 (Unauthorized Face to Face Chip card

Transactions)
Overview
Cardholder states that they did not authorize the disputed (face to face chip card) transaction. Cardholder did not
participate or authorize in a card-present environment transaction) or unauthorized transaction.

Chargeback conditions/Requirements

 The transaction must be face to face

 Card must be blocked
 The Transaction was completed with a Counterfeit Card in a Card-Present
Environment.
 The Cardholder denies authorization of or participation in the Transaction.
 The Card Must be a Chip Card.
 Fraud reporting is Required before dispute.

Invalid to use Reason Code 4870 –

 ATM transactions
 CAT Level 1 (Chip card Transactions)
 Transactions resulting from account takeover
 Addendum disputes (use 4859 RS7)

Document Requirements
 Survey

BE Classification - In DRC, as per the new compliance rule, any unauthorized claim will be “BE” regardless of the
timeframe factor.

Process the following steps-

 From the TXN INFO tab, check the box against your transaction id and click on Dispute Survey tab
 Fill the survey according to the Reason Code 4870
 We cannot consider the partial MIC in Reason code 4870, if partial MIC has been received, mention it in
your case notes.
 From the TXN documents screen, add a detailed case note under the Associated Notes tab
 From the TXN Actions, select Process Chargeback
 DRC will process the Chargeback on the transaction, will send the appropriate letters to the cardholder
and will pend the TXN for re-presentment timeframe.

NOTE: If the transaction is a secure code transaction (ECSL value has “0” at the 3rd place of it
or is blank, then we can key CB, apart from it it’s a Secure Code Transaction) we cannot review
for reason code 4870, we will have to send forward to issuer to cardholder.

© 2020 May 18, 2020 Page 9

 FIS Chargeback Services Chargebacks
DRC CB Process

Reason Code 4808 (Requested/Required Authorization Not Obtained)

Overview - Reason Code 4808

Merchant completed a transaction after an authorization request received a declined response or authorization
was required for a transaction, but the merchant did not obtain proper authorization. (Merchant hasn’t requested
for the authorization and went directly for the approval).

Chargeback conditions/requirements

 Chargeback request should always be from issuer (FI) and auth should be appearing invalid in auth query.
 Auth response code 00 is approved (Valid), any other code would mean declined. We would key
chargeback.
OR
 There should not be any authorization request for the disputed transaction.
 If Auth code is 00000 or blank, it’s No Authorization or we have no auth for the transaction.

Document Requirements

 None

Chargeback Timeframe

 90 days from central processing date.

BE Classification - It will be “No BE – Dispute Reason” if Cardholder has notified us within the required timeframe.

Note:
 Under Reason code 4808, we can pursue a chargeback for the full amount for a declined authorization.
We are also able to pursue a chargeback for a partial amount if the merchant posts a transaction for more
than the authorized amount.
 We cannot process O/S on BCB transaction, will always key chargeback. Floor limit must be considered for
chargeback.
 We can always convert any of Cardholder’s claims to BCB if its criteria are met. (BCB is strongest Reason
codes)
 Variance is not applicable for MasterCard unlike VISA.

Chargeback procedure - Reason Code 4808

Process the following steps-

 From the Manual Chargeback tab, update the Reason code, Chargeback condition and Chargeback
amount, MMT and doc indicator.
 Fill the survey according to the Reason Code 4808
 If partial MIC has been received, attach the MIC and fill the dispute survey with remaining amount.
 From the TXN documents screen, add a detailed case note under the Associated Notes tab
 From the TXN Actions, select Process Chargeback
 DRC will process the Chargeback on the transaction, will send the appropriate letters to the cardholder
and will pend the TXN for re-presentment timeframe.

© 2020 May 18, 2020 Page 10

 FIS Chargeback Services Chargebacks
DRC CB Process

NOTE: Variance is not applicable for MasterCard unlike VISA.

© 2020 May 18, 2020 Page 11

 FIS Chargeback Services Chargebacks
DRC CB Process

Reason Code 4834 (Paid by other means and Incorrect amount)

Overview - Reason Code 4834

When Cardholder states that they were billed an incorrect amount OR if Cardholder states that they paid by other
means (other mode of payment) for the same transaction.

Chargeback conditions/requirements

1. For Transaction Amount Differs –

 Cardholder must indicate that the amount that they should have been charged.
 Chargeback is always value for a partial amount (disputed amount)
 We need proof that Cardholder was charged the incorrect amount.

2. For Paid by Other Means –

 Cardholder should provide the other mode of payment, through which the transaction was paid.
 Cardholder must attempt to resolve with the merchant.

Document Requirements
 Survey and proof of PBOM or Incorrect transaction amount depending on reason.

Chargeback Timeframe
 90 days from central processing date.
MMT
 For Transaction amount differs
Incorrect Amount
 For Paid by Other Means
PAID BY OTHER MEANS

Chargeback procedure - Reason Code 4834

Process the following steps

 From the TXN INFO tab, check the box against your transaction id and click on Dispute Survey tab
 Fill the survey according to the Reason Code 4834
 If partial MIC has been received, attach the MIC and fill the dispute survey with remaining amount
 Attach the required Document
 From the TXN documents screen, add a detailed case note under the Associated Notes tab
 From the TXN Actions, select Process Chargeback
 DRC will process the Chargeback on the transaction, will send the appropriate letters to the cardholder
and will pend the TXN for re-presentment timeframe.

© 2020 May 18, 2020 Page 12

 FIS Chargeback Services Chargebacks
DRC CB Process

NOTE: In Mastercard, as per the latest regulatory update, we now require documentation of
proof of payment by other means and evidence that Cardholder was charged the incorrect
amount.
Reason Code 4834 (Duplicate processing and ATM Non-received)

Overview - Reason Code 4834

A single Transaction was processed more than once OR When cardholder states that they were charged twice for
the same transaction/Cardholder participated in the transaction and did not receive the cash OR cardholder
received only a portion of cash (this condition is only meant for ATM transaction (MCC 6011).

Chargeback conditions/requirements

 Cardholder must be charged twice for the same transaction.

 Merchant name, location, transaction amount, ticket number (if provided) and transaction date must be
same for both the transactions (it means all details should be same except ARN) (Postdate can be
different).
 Issuer must review transactions presented with the ticket numbers closely, it the ticket numbers are
different, and then the transactions are not considered as duplicate.

Document Requirements

 EBD

Chargeback Timeframe

 90 days from central processing date For Duplicate Billing

 120 days from central processing date for ATM Disputes

MMT

For duplicate billing

 FIRST REF XX…. XX (Valid TXN ARN)

For ATM Dispute

FIRST REF NNNNN

“In DRC, while filling up the survey, we need to enter the complete valid ARN”

Process the following steps-

 From the TXN INFO tab, check the box against your transaction id and click on Dispute Survey tab
 Fill the survey according to the Reason Code 12.6.1 (We will need to fill the ARN and date of the valid
transaction).
 We cannot consider the partial MIC in Reason code 4834, if partial MIC has been received, mention it in
your case notes.
 From the TXN documents screen, add a detailed case note under the Associated Notes tab
 From the TXN Actions, select Process Chargeback
 DRC will process the Chargeback on the transaction, will send the appropriate letters to the cardholder
and will pend the TXN for re-presentment timeframe.

© 2020 May 18, 2020 Page 13

 FIS Chargeback Services Chargebacks
DRC CB Process

Reason Code 4834 (Addendum Charges Combine Charge)

Overview - Reason Code 4834(Addendum charges) (Part of Original Charge)

Any subsequent transaction representing an addendum to any valid transaction from the same merchant, such as
charges not appearing on a finalized hotel folio or vehicle rental contract. These typically occur with T&E
merchants.

Chargeback requirements
 Charges for loss, theft or damage unless the cardholder agreed to be billed after being informed of such
charges.
 An additional charge has been made by the merchant even if the payment for the first transaction was
done through other means (e.g. check, cash or another card) and the card charged for the addendum
transaction was originally used only to guarantee payment.
 Chargeback will be invalid if the cardholder did not have a valid transaction with the card acceptor to
which the disputed charge was appended.

Document Requirements
 None

Chargeback Timeframe
 90 days from central processing date.

MMT
 RS7

Chargeback procedure - Reason Code 4834(Addendum Charges)

Process the following steps-

 From the TXN INFO tab, check the box against your transaction id and click on Dispute Survey tab
 Fill the survey according to the Reason Code 4834(Addendum charges)
 If partial MIC has been received, attach the MIC and fill the dispute survey with remaining amount.
 From the TXN documents screen, add a detailed case note under the Associated Notes tab
 From the TXN Actions, select Process Chargeback

DRC will process the Chargeback on the transaction, will send the appropriate letters to the cardholder and will
pend the TXN for re-presentment timeframe

© 2020 May 18, 2020 Page 14

 FIS Chargeback Services Chargebacks
DRC CB Process

Reason Code 4842 (Late Presentment)

Overview - Reason Code 4842

Account is presently closed, and the transaction was presented late by the merchant.

Chargeback conditions/requirements

 Account should be permanent closed.

 CPD is more than 7 calendar days after the transaction date and the transaction was completed with
electronic record card information (MOTO).
 CPD is more than 30 days after the transaction date and the transaction was completed with manually
recorded card information (F2F).

Document Requirements

 None

Chargeback Timeframe

 120 days from central processing date.

MMT

 None

NOTES:

 For MasterCard, the card must be block L/S for Late presentment. The 180-day rules for Visa do not apply
for MasterCard.
 If case is initiated by FI will send BCB denial and if it’s initiated by CH as unrecognized will send
unauthorized letter (same as VISA).
 For Electronically recorded information (Swiped) – More than 7 Days
 For Manually recorded information (Key entered) – More than 30 Days

Chargeback procedure - Reason Code 4842

Process the following steps-

 Fill out the survey according to the Reason Code 4842

 We cannot consider the partial MIC in Reason code 4842, if partial MIC has been received, mention it in
your case notes.
 From the TXN documents screen, add a detailed case note under the Associated Notes tab
 From the TXN Actions, select Process Chargeback
 DRC will process the Chargeback on the transaction, will send the appropriate letters to the cardholder
and will pend the TXN for re-presentment timeframe.

© 2020 May 18, 2020 Page 15

 FIS Chargeback Services Chargebacks
DRC CB Process

Reason Code 4853(Cancelled-Recurring Charges)

Overview

Cardholder is getting charged for recurring transaction even though they have cancelled the same in the past OR
an initial membership transaction was previously charged back, and the cardholder did not expressly renew the
membership.

Chargeback conditions/requirements

 The merchant continued to bill a cardholder for a recurring transaction, after receiving notification of
cancellation from the cardholder or issuer.
 The issuer listed the cardholder’s account information on the Recurring Payment Cancellation Service
(RPCS).
 Within the MasterCard Chargeback Guide it states that the merchant was notified of the cancellation
before the billing of the disputed transaction. If the claim contains documentation that that the
cardholder had canceled the same day and was informed by the merchant that their account was already
billed, you would not be able to process this chargeback. Otherwise you should process the chargeback
for RC 4853 as long as the remaining conditions of the reason code are met.

Invalid to use RC 4853(Cancelled-Recurring Charges)

 RC 4853 is invalid for installment transactions like EMI and insurance merchants.

Document Requirements

 Survey

Chargeback Timeframe

 120 days from central processing date.

MMT

 Recurring Transaction (for recurring transaction cancelled before billing)

 MULTIPLE TRANSACTIONS NNN (Batching Transactions)
 RPCS MMDDYY (For recurring payment cancellation service)
 CBMMDDYY ARD XXX (Replace XXX with 23-digit ARN of previously charged back transaction)

Chargeback procedure - Reason Code 4853 (Cancelled-Recurring Charges)

Process the following steps-

 From the TXN INFO tab, check the box against your transaction ID and click on Dispute Survey tab
 Fill out the survey according to the Reason Code 4853(Cancelled-Recurring Charges)

© 2020 May 18, 2020 Page 16

 FIS Chargeback Services Chargebacks
DRC CB Process

 We cannot consider the partial MIC in Reason code 4853(Cancelled-Recurring Charges), if partial MIC has
been received, mention it in your case notes.
 From the TXN documents screen, add a detailed case note under the Associated Notes tab
 From the TXN Actions, select Process Chargeback
 DRC will process the Chargeback on the transaction, will send the appropriate letters to the cardholder
and will pend the TXN for re-presentment timeframe.

© 2020 May 18, 2020 Page 17

 FIS Chargeback Services Chargebacks
DRC CB Process

Reason Code 4853 (Not as described/Defective)

Overview - Reason Code 4853

The cardholder received damaged, defective, counterfeit merchandise or the merchandise or service did not match
what was described on the transaction receipt or other documentation presented at the time of purchase, or the
merchant misrepresented the terms of sale

Chargeback conditions/requirements

 Merchandise not as described or defective.

 Service not as described.
 Cardholder should return or attempt to return the defective/NAD merchandise (Not as Described)
 Cardholder should cancel not as described service.
 Cardholder should make an attempt to resolve (ATR) with the merchant.
 We must wait 15 calendar days from the date the merchandise was returned, or the service was cancelled
prior to exercising the chargeback rights. Does not apply if the waiting period causes chargeback to
exceed chargeback timeframe or merchant refuses to issue a refund.

Note - If we have the entire document available and timeframe is exceeding from 120 days so, we will not wait
for that 15 days and will key a chargeback.

Document Requirements
 Survey

Chargeback Timeframe
 120 days from central processing date.
 Can extend timeframe from received date of merchandise/service.

MMT –
 Not as Described (The merchandise/services provided were either misrepresented or in poor quality, or
the cardholder received damaged or defective merchandise.)
 Counterfeit goods (The cardholder has been charged for counterfeit goods.)

DEFAULT VALUES for RC 4853:

** Same as RC 13.3**

Chargeback procedure - Reason Code 4853

 Process the following steps-

 From the TXN INFO tab, check the box against your transaction ID and click on Dispute Survey tab
 Fill out the survey according to the Reason Code 4853
 If partial MIC has been received, attach the MIC and fill the dispute survey with remaining amount.
 From the TXN documents screen, add a detailed case note under the Associated Notes tab
 From the TXN Actions, select Process Chargeback

Reason Code 4853 (Non-Receipt of Goods/Services)

© 2020 May 18, 2020 Page 18

 FIS Chargeback Services Chargebacks
DRC CB Process

Overview - Reason Code 4853 (Non-Receipt of Goods/Services)

You will pursue reason code 4855 for any of the following situations:
 If the cardholder does not receive any of the services/merchandise that were to be provided/shipped,
 Merchant was unable or unwilling to provide services
 Cardholder did receive the partial merchandise and is disputing the portion of the amount for the
merchandise that was not received.

Chargeback conditions/requirements

Any one of these situations:

 Cardholder did not receive goods that were to be shipped or delivered.
 Cardholder should provide expected date of receiving merchandise or services. (If expected date is not
provided by the CH, we can default it to 30 days from the transaction date in case of merchandise and
transaction date in case of services)
 Merchant is unwilling or unable to render services, such as when merchant is out of business.
 Cardholder did not receive airline transportation.
 If cardholder received the merchandise after the expected date, they must return or must attempt to
return it to merchant.
 We must wait for 15 days if merchandise is returned or attempted to return (as if merchant can return the
amount to the cardholder and settle the case outside).

Document Requirements

 Survey (which includes complete description of the merchandise/Services ordered by the Cardholder,
Expected date of arrival and ATR)

Chargeback Timeframe

 120 days from the Central processing date.

 Can extend 120 days’ timeframe from the expected date of merchandise.
 If the services/merchandise must be provided late (let’s say after 120 days) then 120 days’ timeframe will
be counted from the expected date of the services/merchandise. However, it should not exceed 540
calendar days from the Central Processing Date (CPD).

MMT
 Non-Receipt of G/S

Important note
Secure Code transactions will need a specific description of the non-delivered goods or services. The description
should include brands and types of merchandise and services rather than a generic description.

(ECSL value has “0” at the 3rd place of it or is blank, then we can key CB, apart from it it’s a Secure Code Transaction
and will need specific description of the merchandise/services ordered).

Chargeback procedure - Reason Code 4853

Process the following steps-

 From the TXN INFO tab, check the box against your transaction ID and click on Dispute Survey tab

© 2020 May 18, 2020 Page 19

 FIS Chargeback Services Chargebacks
DRC CB Process

 Fill out the survey according to the Reason Code 4853

 If partial MIC has been received, attach the MIC and fill the dispute survey with remaining amount.
 From the TXN documents screen, add a detailed case note under the Associated Notes tab
 From the TXN Actions, select Process Chargeback

DRC will process the Chargeback on the transaction, will send the appropriate letters to the cardholder and will
pend the TXN for re-presentment timeframe

© 2020 May 18, 2020 Page 20

 FIS Chargeback Services Chargebacks
DRC CB Process

Reason Code 4853(No Show)

Overview - Reason Code 4853 (No Show)

Cardholder is disputing a “no-show” hotel charge from a merchant that participates in the MasterCard Guaranteed
Reservations Service. This service requires the merchant to hold a room for the cardholder until checkout of the
following day. The cardholder is obligated to notify the merchant no later than 6pm to cancel the reservation. If
this cancellation is not made, the merchant can charge a no-show fee no greater than the price of one night’s
lodging.

Chargeback conditions/requirements
 Cardholder cancelled reservation; has a valid cancellation number.
 Cardholder cancelled reservation; cannot provide a valid cancellation number.
 Cardholder used the accommodations.
 Acceptor provided alternate accommodations.
 “No-show” charge differed from the rate quoted to the cardholder
 Acceptor did not advise the cardholder that it would charge a “no-show” fee.
 Chargeback will only be valid if ATR includes how cardholder attempted to contact the merchant and the
result of the attempt.
 Chargeback will be invalid if the cardholder did not have a valid transaction with the card acceptor to
which the disputed charge was appended.

Document Requirements
 Survey

Chargeback Timeframe
 120 days from central processing date.

MMT
 RS5

© 2020 May 18, 2020 Page 21

 FIS Chargeback Services Chargebacks
DRC CB Process

Reason Code 4853 (Cancelled/Returned, Buyer’s Remorse)

Overview - Reason Code 4853(Cancelled/Returned, Buyer’s Remorse)

Merchant did not process a credit transaction receipt as required or when cardholder cancelled the service or
merchandise or returned the merchandise. Cardholder received a credit or voided transaction receipt that was not
processed (amount is not credited).

Chargeback Conditions
 The merchant failed to disclose its refund policy at the Point of Interaction and is unwilling to accept a
return or cancellation of goods or services.
 The cardholder states that the merchant has not responded to the return or the cancellation of goods or
services.
 The merchant posted a credit for a reduced amount without proper disclosure.
 The cardholder made a transaction for a timeshare or any similar provision of services and cancelled the
agreement within 14 calendar days of the agreement date.
 A cardholder account has been inaccurately posted with a debit instead of a credit.

Chargeback Requirements
 Cardholder should properly cancel the service/merchandise or should return the merchandise in a proper
way (as per merchant policy). Cardholder can attempt to return as well.
 Cardholder should attempt to resolve (ATR) with the merchant after cancellation or return date. (ATR
should not be on same date)
 Issuer must wait 15 calendar days from the date the merchandise was returned or was cancelled prior to
exercising the chargeback right. Does not apply if waiting period causes chargeback to exceed chargeback
timeframe or if merchant refuses to issue a refund.

Document Requirements
 Survey

Chargeback Timeframe
 120 days from central processing date.
 120 days from the date of merchandise was received or expected date to received services.
 Date of the cardholder letter, if credit transaction receipt is undated (120 days)
 Date the issuer received the cardholder letter, if both the credit transaction receipt & cardholder letter is
undated.

MMT
 Credit Not Processed / Cancelled Return (The cardholder returned merchandise or cancelled services
and no credit was issued.)
 NNNNN (The merchant provided the cardholder with a partial credit without properly advising the
cardholder that only partial credit would be given.)
 TIMESHARE (The cardholder contacted the issuer claiming that the cardholder canceled the timeshare
or similar provision of services within the Mastercard time frame, regardless of the contractual terms.)
 CREDIT POSTED AS A PURCHASE (A credit was incorrectly posted to the account as a debit.)

Reason code 4853 can be a ‘Billing Error” in 2 situations (But if Cardholder has notified us after the required
timeframe, it will be No BE-Timeframe in below mentioned situations also) –
 If merchant has promised a credit to the Cardholder.

© 2020 May 18, 2020 Page 22

 FIS Chargeback Services Chargebacks
DRC CB Process

 If Cardholder has returned/cancelled the merchandise/services according to the merchant’s

return/cancelation policy.

Notes:
 Proper Disclosure of Refund Policy: If the merchant informed the cardholder of its refund policy at the
time of purchase, the cardholder must abide by that policy. For example, the cardholder’s sales slip clearly
indicates that the refund policy is “in-store credit only” or “no refunds.”

 Shipping & Handling Charges: This chargeback does not address disputes for failure to credit shipping or
handling charges for buyer’s remorse cancellations or returns.

Chargeback procedure - Reason Code 4853

Process the following steps-

 From the TXN INFO tab, check the box against your transaction ID and click on Dispute Survey tab
 Fill out the survey according to the Reason Code 4853
 If partial MIC has been received, attach the MIC and fill the dispute survey with remaining amount.
 From the TXN documents screen, add a detailed case note under the Associated Notes tab
 From the TXN Actions, select Process Chargeback

DRC will process the Chargeback on the transaction, will send the appropriate letters to the cardholder and will
pend the TXN for re-presentment timeframe

© 2020 May 18, 2020 Page 23

 FIS Chargeback Services Chargebacks
DRC CB Process

Reason Code 4853 (Addendum Charges Separate Charge)

Overview - Reason Code 4834(Addendum charges) (Separate of Original Charge)

Any subsequent transaction representing an addendum to any valid transaction from the same merchant, such as
charges not appearing on a finalized hotel folio or vehicle rental contract. These typically occur with T&E
merchants.

Chargeback requirements
 Charges for loss, theft or damage unless the cardholder agreed to be billed after being informed of such
charges.
 An additional charge has been made by the merchant even if the payment for the first transaction was
done through other means (e.g. check, cash or another card) and the card charged for the addendum
transaction was originally used only to guarantee payment.
 Chargeback will be invalid if the cardholder did not have a valid transaction with the card acceptor to
which the disputed charge was appended.

Document Requirements
 None

Chargeback Timeframe
 120 days from central processing date.

MMT
 RS7

Chargeback procedure - Reason Code 4853(Addendum Charges)

Process the following steps-

 From the TXN INFO tab, check the box against your transaction id and click on Dispute Survey tab
 Fill the survey according to the Reason Code 4834(Addendum charges)
 If partial MIC has been received, attach the MIC and fill the dispute survey with remaining amount.
 From the TXN documents screen, add a detailed case note under the Associated Notes tab
 From the TXN Actions, select Process Chargeback

DRC will process the Chargeback on the transaction, will send the appropriate letters to the cardholder and will
pend the TXN for re-presentment timeframe

© 2020 May 18, 2020 Page 24

 FIS Chargeback Services Chargebacks
DRC CB Process

DRC Navigation
Logging into DRC
Getting Started
DRC provides a secure, trusted, and convenient way to log onto the application.
1. Log on using the FIS Dispute Resolution Center link or type the URL
[Link] login prompt for .

DRC opens.

2. Enter your assigned User ID and Password and click Login.

When you change your password, the mainframe password is also updated. Use this
User ID and Password to access your processing system.

© 2020 May 18, 2020 Page 25

 FIS Chargeback Services Chargebacks
DRC CB Process

Changing your Password

Complete the following steps to change your DRC password.
1. When you log into DRC and receive the "New Password is Required “message, click
Change Password.

The Change Password window displays.

2. Type the old password in the Old Password field.
3. Type the new password in the New Password and Confirm Password fields.

The password requirements are the same requirements as for mainframe:

• 8 characters, no blanks
• Minimum one alpha and one numeric character (a single character cannot be repeated
more than twice in a row.)
• At least one of the following special characters:@#$

© 2020 May 18, 2020 Page 26

 FIS Chargeback Services Chargebacks
DRC CB Process

• Special characters cannot be at the beginning or end of the password.

• Passwords must be changed every 30 days and cannot be changed again within five days
of the last change.
• You may not reuse any of your previous five passwords, although their commendation is
to never reuse passwords.
4. Click Change Password.

Changing the password in DRC also changes it in mainframe. Then DRC opens or an error is
presented if the new password does not meet password standards.

© 2020 May 18, 2020 Page 27

 FIS Chargeback Services Chargebacks
DRC CB Process

FIS Repository
To search claims:
1. Click FIS Repository in the left navigation pane. The Advanced Search page
displays.

2. To access the search criteria for cardholder dispute or fraud claims, select
Claims and Claim Documents for from the Search For list.

3. Select one or more filter options and a corresponding operator that meets your
search needs. The date defaults to today. To change the dates, click a field to
access a calendar. To delete the dates, click the field to turn it blue and press
Delete or Back space on your

4. keyboard. Blank fields search for all dates.

5. Click Search to access one more claim’s meeting your criteria.

5. Click Clear to clear the existing criteria and create new. The Created Date
defaults back to today’s date.
6. To condense or reopen the search criteria, double click the horizontal grey
Search bar.
7. To condense the left Contents page, click and drag the vertical grey bar or green
arrow.

© 2020 May 18, 2020 Page 28

 FIS Chargeback Services Chargebacks
DRC CB Process

My Work
To pull from the queues, you will hit the “My Work” button below the repository and select
the queue you are working.

1. Select the queue you are wanting to pull a case from. (i.e. T4, T5, T6, E1)
2. Once you click the queue, a list of the cases active in the queue will open, you will be
able to select the transaction you want to work or search for a case.

© 2020 May 18, 2020 Page 29

 FIS Chargeback Services Chargebacks
DRC CB Process

3. Click the transaction you are working, and it will open the transaction Info screen.

© 2020 May 18, 2020 Page 30

 FIS Chargeback Services Chargebacks
DRC CB Process

Creating a survey in DRC.

Surveys are used to create documentation that is sent for the chargebacks we process
known as an EBD/ Dispute form. The Survey is a question tree process, meaning that
you will have to answer a series of questions to fill out to complete the chargeback
forms. It is important that you answer all of the questions with the required information
for your reason code. Depending on what you answer will determine what reason is
populated when you complete the survey.

If an error is made or the incorrect reason populates, you will need to reprocess a
survey.

The following steps to create and surveys in DRC.

1. From the TXN Info tab, you will select the transaction you will create a survey for and
check the box to select.

© 2020 May 18, 2020 Page 31

 FIS Chargeback Services Chargebacks
DRC CB Process

Supporting Documentation
Supporting documents will need to be submitted for each 2nd/Arbitration Chargeback
processed. DRC will pull information from the 1st Chargeback EBD, but a Support
Documents will need to be added for addressing compelling evidence to the merchant.
An Issuer Comment form will be used to provide the information and attach information
from the cardholder to support the chargeback.

Note: All information will need to one file to be submitted as a PDF file.
MasterCard will not accept multiple documents for a chargeback.

Using the Clipboard – TXN Document Tab

1. When you prepare a new support document, complete the necessary information,
add Comments, Save the doc as a PDF, then Save it to your desktop and then upload
it using the Clipboard feature in DRC.
2. To complete the Document, grab the information from the TXN Info tab.
3. Fill out the top portion. Complete the highlighted areas. Add the Rebuttal info.
4. To get to the Clipboard, click the TXN Document tab.
5. Scroll down the page to Clipboard Chargeback Supporting Document section of the page.
6. Click the New Button.

From the dropdown Select the Supporting Doc phase you are working for the document that you will be
uploading to send the rebuttal to the acquirer.

© 2020 May 18, 2020 Page 32

 FIS Chargeback Services Chargebacks
DRC CB Process

Browse for the document your attaching and save. <example of 2nd CB doc>

© 2020 May 18, 2020 Page 33

 FIS Chargeback Services Chargebacks
DRC CB Process

Processing Chargebacks in DRC.

Process the following steps-
 From the TXN INFO tab, check the box against your transaction ID and click on Dispute Survey tab
 Fill out the survey according to the Reason Code being worked
 From the TXN documents tab, add a detailed case note under the Associated Notes at the bottom of the
screen.

 From the TXN Actions, select Process Chargeback

 DRC will process the Chargeback on the transaction, will send the appropriate letters to the cardholder
and will pend the TXN for re-presentment timeframe.

© 2020 May 18, 2020 Page 34

 FIS Chargeback Services Chargebacks
DRC CB Process

Processing 2nd/Arbitration Chargebacks (MC)

Intro
MasterCard has implemented a new process known as MasterCard Claims Manager
or (MCM) We will start switching MasterCard Clients on 07/24/2019.

The MCM process will be like VCR with a few exceptions. The chargeback is not
considered “real time” like VCR because the Claims Manager app will batch all
received items and send them to GCMS each night. If GCMS doesn’t accept a
chargeback it will reject the request. Please see the section about working rejects
within this document.

The similarities between VCR and MCM are DRC uses API’s to communicate with MCM. If
MCM accepts the chargeback request, the request is sent to the host to process the credit
to the account. MCM will reject some chargeback requests within the initiate request. For
example, if you are attempting a chargeback past time frames.

DRC will also display the MCM ClaimID on the Expanded TXN View Screen.

The MasterCard Case Number will populate when a pre-arb/arb pre-comp/comp case
is received from MCM.

 MCM ClaimID is the chargeback ID

 MasterCard Case number is for the MasterCard Filing

When working an MCM reject from the API the associate will have to review the
reason and take the next appropriate step. Please see the two below examples of
items that can come back from MCM.

© 2020 May 18, 2020 Page 35

 FIS Chargeback Services Chargebacks
DRC CB Process

Pending DRC Case

Once you have take your actions in DRC and in DataNavigator, you will need to pend
you transaction in DRC. Here are the steps to do this.

1. Access the transaction by searching for it, or from the T4 or T5.

2. Access the Posted Transaction window.
3. [Link] the Pending Due Date field, select a calendar date from the calendar.

4. In the Pending Reason drop-down list, select a reason for pending “Re-Pend for
Acquirer Response

© 2020 May 18, 2020 Page 36

 FIS Chargeback Services Chargebacks
DRC CB Process

5. Select “Save” under the Standard Actions

6. Click the Action drop-down list and click Pend TXN.

Click Yes to the BE Message on screen.

© 2020 May 18, 2020 Page 37

 FIS Chargeback Services Chargebacks
DRC CB Process

Keying a 2nd Chargeback in Data Navigator

Once you have determined you can continue the case and reviewed everything you
need to continue, or the merchant did not remedy the 1st CB, we will key the 2nd or
Arbitration CB. It is very important that we are continuing with a valid 2nd CB and
submitting correctly. Once we continue, we are subject to the merchant filing and
additional fees being assessed for ANYTHING invalid. We only have 45 calendar days
to submit a 2nd chargeback from the repre received date.
 Go to case information tab.
 For next available stage, select list  Create Arbitration Chargeback.
 Choose Chargeback reason code from list.
 Choose proper MMT message (Will depend on situations below).
 To annotate MMT, select None.
 On the documentation tab, select Add
 Document type  MCI  EXBD Cardholder Dispute (If this form is not an option,
ensure you keyed your RC first, or back out of the case and start over)

 Select Update Document

 Document will open in a new window, EBF needs to be filled out 100% accurately
 EBF should be filled out based upon Dispute reason code and mimic the initial CH letter
sent.

© 2020 May 18, 2020 Page 38

 FIS Chargeback Services Chargebacks
DRC CB Process

Check
correct
Check Box
as per 1st
chargeback
reason
code you
are
continuing
with.

Enter Appropriate comment that applies

Leave Blank

Today’s Date
Your initials

© 2020 May 18, 2020 Page 39

 FIS Chargeback Services Chargebacks
DRC CB Process

 Scroll back to top of documentation and hit Update

 Select Close

 Add document

 You should now see the EXBD- Cardholder Dispute Form you created on the
documentation tab, open and review the information is correct

 Update case
 Send an email to your supervisor with the case number of the processing error.

© 2020 May 18, 2020 Page 40

 FIS Chargeback Services Chargebacks
DRC CB Process

Revision Tracker
Document Name: Key Bank DRC Training.
Version: 1.0 Document Location:
Definition:
Author: C. Daugherty
Maintained by: Operations Effective Date:
Approved by:
Version Change Date Revision Description Change Approver
Numbe Author
r
1.0 Original Document

© 2020 May 18, 2020 Page 41