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When you receive a R&C, an explanation will be given as to why it cannot be processed.
Make sure you rectify the problem before re-submitting the Voucher for processing.
Please ensure that the corrected Vouchers are submitted as soon as possible to ensure that
the Issuing Bank does not reject them as a result of being returned out of time.
8.2 Chargebacks
A Chargeback is the term used for debiting a merchant’s bank account with the amount of
a transaction that had previously been credited. Chargebacks can have a financial impact
on your business. It is important that you are fully aware of your obligations, the processes
involved and possible outcomes. Please take time to carefully read through the
Fraud
Minimisation, Data Security and Chargeback guide
at ANZ.com.
Please refer to the General Conditions . You may be charged back for the value of a credit
or debit (card schemes-issued) card sale where you have failed to follow the Bank’s
procedures as stated in this Merchant Operating Guide or in the General Conditions.
NOTE:
You must retain information about a transaction whether processed manually or
electronically for a period of 30 months from the date of the transaction or such other period
required by card schemes, Law or notified by ANZ.
Chargebacks can occur for a number of reasons including a scenario where a Cardholder
or their issuing bank justifiably disputes liability for the transaction for any reason or where
the Merchant fails to comply with its obligations under the Merchant Agreement in
connection with the transaction.
A Chargeback will also occur if a Retrieval Request is left unanswered or returned out of
time by the merchant or if the supporting documentation supplied to the issuing bank is
not acceptable. In most cases, the value of the disputed transaction will be automatically
debited from the merchant’s account.
Chargebacks can occur for a number of reasons:
• Processing errors
• Unauthorised use of a card
• No signature on the receipt
• Unauthorised Transactions
• Invalid card account number
• Transaction exceeds floor limit
• Card details not imprinted on the sales voucher
• Incorrect Transaction amount
• Expired card
• Transactions performed on a lost or stolen card
• Illegible details on the sales voucher
• Failing to respond to a retrieval request
• Merchandise not received by purchaser or wrong goods sent.
