Merchant services are provided by Paymentech, LLC (“Chase”), a subsidiary of JPMorgan Chase Bank, N.A.
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Disputed charges/chargebacks
Chargebacks cost you time and money, so understanding how to manage them and protect your business is critical.
Customers may dispute charges because:
• They did not receive a product or service.
• They do not recognize the charge or business name on
their credit card statement.
• The product or service was defective, damaged or not as
it was described.
• They were a victim of fraud — their credit card was stolen
or used without consent.
To help prevent chargebacks:
• Use delivery tracking, including signature confirmation.
• Use your company name on card statements.
• Use accurate product descriptions and clearly-defined
refund policies.
• Use ID verification policies and services — also consider
accepting chip-enabled cards.
Visit
chase.com/chargebacks to learn more.
More details on next steps, fixes and additional
error codes available at
chase.com/POShelp.
DECLINED
REMOVE CARD
Transaction was declined.
1. Remove card.
2. Try a different card.
Important: Don’t try the same card. A “Forced” transaction
could result.
FAILURE ON ALL
COMM MODES
The network
connection failed.
Verify reader’s network connections.
MUST SETTLE
BATCH
A previous attempt to settle
batch failed.
OR
An attempted action requires
empty batch.
1. Retry settling batch.
2. Check your card reader’s connection.
3. If problem persists, please call
1-888-886-8869.
TRANSACTION
FAILED
The network connection failed.
1. Check network connection.
2. Retry transaction.
SYSTEM
PROBLEM
CALL HELP
DESK
There are no pending
transactions.
Please call
1-888-886-8869.
Your card reader won’t work until you contact us for important
maintenance or security enhancements.
If you don’t see the error you are looking for, visit
chase.com/POShelp and click on the “Error Message Help” link at the
top of the page, where you can search by error and quickly get the help you need to continue accepting payments.
QUICK ERROR
CODE HELP
Focus your mobile device camera
on this code, and a direct link will
take you to the tool.
Common errors explained
Chase offers your business more than payment processing
Checking
Savings
Business
Credit Card
Business
Line of Credit
Visit
chase.com/business to learn more.
