Table of Contents
What Is The Discover Chargeback Reason Code RM – Cardholder Disputes the Quality of Goods or Services?
Discover chargeback reason code RM – Cardholder Disputes the Quality of Goods or Services is used when a cardholder is unhappy with the quality of what they bought, whether it's a product that was defective or a service that didn’t meet expectations. If you’re a merchant and receive this chargeback, you’ll need to review the complaint, gather documentation like receipts and product descriptions, and submit evidence to show that the goods or services were as advertised. Sometimes resolving the issue directly with the customer, like offering a refund or replacement, can prevent the chargeback from proceeding. The whole process usually takes about 60 to 90 days to resolve.
Common Causes Of Discovers' RM – Cardholder Disputes the Quality of Goods or Services
Discover chargeback reason code RM is used when a cardholder disputes a transaction because they are unhappy with the quality of the goods or services they received. This can happen for various reasons:
Defective Products: The cardholder received goods that were damaged, defective, or not as described.
Poor Service: The cardholder is dissatisfied with the service provided, feeling it was substandard or not as advertised.
Misrepresentation: The cardholder believes the goods or services were misrepresented in terms of quality, features, or performance.
Example Scenario of RM – Cardholder Disputes the Quality of Goods or Services
Imagine you run an online store selling electronics. A customer buys a smartphone but finds it doesn’t match the advertised features. They contact Discover and dispute the charge under reason code RM – Cardholder Disputes the Quality of Goods or Services.
To handle this, you would review the product listing, gather the sales receipt, and any communication with the customer. If the product was indeed different from the description, you might offer a refund or replacement. Submit this evidence to Discover and explain how you resolved the issue.
Resolution Time Frame for Discover Chargeback Reason Code RM – Cardholder Disputes the Quality of Goods or Services
The resolution time frame for Discover chargeback code RM – Cardholder Disputes the Quality of Goods or Services generally follows a structured process, similar to other chargeback types. Here’s an outline of the typical timeline:
Chargeback Filing: When a cardholder disputes a transaction due to dissatisfaction with the quality of goods or services, Discover initiates the chargeback process. This usually occurs shortly after the cardholder reports the issue.
Merchant Response Time: Once the chargeback is issued, the merchant is notified and given an opportunity to respond. Discover generally allows merchants up to 30 days to gather and submit evidence to support their case. This evidence might include sales receipts, product descriptions, service agreements, and any correspondence with the customer.
Review and Decision: After the merchant submits their evidence, Discover reviews the information provided. This review period typically takes around 30-45 days. During this time, Discover assesses the validity of the merchant’s evidence and determines whether the chargeback should be reversed or upheld.
Final Resolution: The entire process, from the initial dispute to the final decision, can take anywhere from 60 to 90 days. If the merchant’s evidence shows that the goods or services met the quality standards or that the issue was resolved with the customer, the chargeback may be reversed. If the evidence supports the cardholder’s claim, the chargeback stands, and the cardholder keeps the funds.
How to Avoid Chargeback Reason Code RM – Cardholder Disputes the Quality of Goods or Services
To minimize these disputes, consider these proactive measures:
Accurate Descriptions: Ensure all product descriptions and service promises are accurate and clearly communicated to avoid misrepresentation.
Quality Assurance: Maintain high standards of quality for your goods and services. Regularly check for defects and ensure services meet customer expectations.
Customer Feedback: Encourage and promptly address customer feedback to resolve issues before they escalate to chargebacks.
How to Fix Chargeback Reason Code RM – Cardholder Disputes the Quality of Goods or Services
If you receive a chargeback under code RM, here’s what you should do:
Review the Complaint: Understand the cardholder’s specific complaint about the quality of the goods or services. Review any communication or feedback from the customer.
Gather Documentation: Collect all relevant documents, including sales receipts, product descriptions, service agreements, and any correspondence with the customer. If applicable, gather evidence showing the condition of the goods when shipped or the service standards met.
Submit Evidence: Provide this evidence to Discover promptly. Clearly explain how the goods or services met the advertised quality or how you addressed the customer’s concerns.
Resolve the Issue: Sometimes, resolving the issue directly with the customer can prevent the chargeback from proceeding. Offer solutions like refunds, replacements, or additional services to address their concerns.
