Visa chargeback reason code 12.6, titled “Duplicate Processing/Paid By Other Means,” occurs when a cardholder claims that a transaction was charged more than once or that the purchase was paid using another method. This can happen due to various reasons, such as clerical errors, technical issues, or misunderstandings. Here’s a breakdown of the key details:
Causes
- Duplicate Processing:
- Technical Errors: Issues with the payment gateway or POS system causing the transaction to be processed multiple times.
- Manual Entry Mistakes: Human error leading to the same transaction being entered and processed more than once.
- Paid By Other Means:
- Alternative Payment Methods: The cardholder may have paid using a different method (cash, check, another card), but the transaction was still processed on their Visa card.
- Multiple Payment Attempts: The cardholder attempted to pay with the card, which failed initially, but the charge was processed after they used a different payment method.
Resolution Time Frame
- Consumers: Cardholders typically have up to 120 calendar days from the transaction processing date to dispute the charge.
- Merchants: Once the chargeback is filed, merchants usually have 30 days to respond with evidence to contest the chargeback.
Prevention and Mitigation
- For Merchants:
- Automate and Streamline Processes: Use reliable and integrated POS systems to minimize manual entry errors and avoid duplicate processing.
- Monitor Transactions: Regularly review transaction logs to quickly identify and correct duplicate transactions.
- Provide Clear Receipts: Ensure customers receive clear and detailed receipts, and communicate if any errors occur during the transaction.
- Staff Training: Train staff to handle payment processing accurately and to be aware of common issues that lead to duplicate charges.
- For Consumers:
- Review Statements: Regularly check bank statements to identify any discrepancies or duplicate charges early.
- Keep Receipts: Maintain records of all payment receipts, especially when using multiple payment methods.
- Prompt Reporting: Report any issues or duplicate charges to the merchant immediately to resolve the matter before initiating a chargeback.
Responding to a Chargeback
- Gather Evidence: Collect all relevant documentation, including transaction receipts, communication with the customer, and any proof that the charge was legitimate or a refund was processed.
- Submit a Rebuttal: Provide a clear and concise rebuttal letter along with the evidence to the acquirer within the specified response time frame.
- Monitor Disputes: Keep track of chargeback disputes and outcomes to identify patterns and areas for improvement in transaction processing.
