Visa Chargeback Reason Code 30, also known as “Services Not Provided or Merchandise Not Received,” is used when a cardholder claims that they did not receive the goods or services they paid for with their Visa card.
Key Details of Chargeback Reason Code 30: Services Not Provided or Merchandise Not Received
- Definition: This chargeback reason code is used when a cardholder asserts that the goods or services they purchased were not received by the expected delivery date or within a reasonable timeframe.
Common Causes for Chargeback Code 30
- Non-Delivery of Goods: The merchant failed to deliver the purchased goods to the cardholder.
- Non-Performance of Services: The merchant did not provide the services that were paid for.
- Delayed Delivery: The goods or services were delivered significantly later than the agreed-upon timeframe.
- Lost or Stolen Shipments: The goods were lost or stolen during shipment and did not reach the cardholder.
Resolution Time Frame
- For Cardholders: Cardholders typically have 120 calendar days from the transaction processing date or the expected delivery date (whichever is later) to file a chargeback.
- For Merchants: Upon receiving a chargeback, merchants generally have up to 30 days to respond with evidence to refute the chargeback.
Preventing or Mitigating Chargeback Reason Code 30
To prevent or mitigate the risk of chargebacks related to services not provided or merchandise not received, merchants can adopt the following practices:
- Accurate Order Fulfillment: Ensure that orders are fulfilled accurately and promptly. Implement robust order tracking systems to monitor the status of deliveries.
- Clear Communication: Communicate clearly with customers about delivery times and any potential delays. Provide tracking numbers and keep customers informed of their order status.
- Document Delivery: Obtain and keep proof of delivery, such as tracking numbers, delivery receipts, or signed delivery confirmations.
- Respond to Customer Inquiries: Address customer inquiries and complaints promptly. Resolve any issues regarding non-receipt of goods or services quickly.
- Refunds and Cancellations: If unable to deliver goods or provide services, process refunds or cancellations promptly to avoid chargebacks.
- Fraud Prevention Measures: Implement fraud detection measures to identify and prevent fraudulent transactions that could lead to disputes.
Responding to Chargebacks
When responding to a chargeback for reason code 30, merchants should provide compelling evidence, such as:
- Proof of Delivery: Documentation showing the goods were delivered to the cardholder’s address (e.g., tracking information, delivery receipts).
- Service Logs: Records showing that the services were rendered or attempted.
- Communication Records: Copies of correspondence with the cardholder regarding the delivery or provision of services.
- Refund Proof: Evidence that a refund was issued to the cardholder, if applicable.
