Chargeback Reason Code

Please remember:
No matter the reason code, any and all documented communication will be helpful in disputing chargebacks. The compelling evidence examples we have in bullet points below are suggestions and may or may not be applicable to every case.

Credit

 Definition

Transaction Error. This reason code may mean the customer is claiming they paid via a different method or that a credit was not processed.

Compelling Evidence

  • Records of Communication with Customer
  • Official Proof of Delivery with Complete Delivery Address / Signature
  • RMA Policy
  • RMA Status, Reason and Refund Amount

What to do next?

Please compile any and all material in the Compelling Evidence list above and include it in your reply to the Newegg chargeback notification email that was sent to you.
(Evidence may be provided in the form of screenshots, forwarded emails, or attached files)

 

Reason Code

Credit

Definition

Transaction Error. This reason code may mean the customer is claiming they paid via a different method or that a credit was not processed.

Compelling Evidence
  • Records of Communication with Customer
  • Official Proof of Delivery with Complete Delivery Address / Signature
  • RMA Policy
  • RMA Status, Reason and Refund Amount

 

Reason Code

Fraud

Definition This reason code may mean the buyer is claiming they did not place the order or they believe the order was not fulfilled and it was a fraudulent sale.
Compelling Evidence
  • Records of Communication with Customer
  • Official Proof of Delivery with Complete Delivery Address / Signature

 

Reason Code

Inquiry

Definition The Payment processor wants to verify the order was valid and without issues.
Compelling Evidence
  • Records of Communication with Customer
  • Official Proof of Delivery with Complete Delivery Address / Signature

 

Reason Code

Merchandise/Services Not Received

Definition The customer is stating they have not received some or all of their order.
Compelling Evidence
  • Records of Communication with Customer
  • Official Proof of Delivery with Complete Delivery Address / Signature
  • RMA Policy
  • RMA Status, Reason and Refund Amount / Replacement Info
  • Claim Status, Reason and Refund Amount / Replacement Info

 

Reason Code

Not as Described or Defective Merchandise/Services

Definition The customer may be stating the item does not match what was shown or that it is defective/damaged.
Compelling Evidence
  • Issue RMA (best option)
  • Records of Communication with Customer
  • Official Proof of Delivery with Complete Delivery Address / Signature
  • RMA Policy
  • RMA Status, Reason and Refund Amount / Replacement Info
  • Claim Status, Reason and Refund Amount / Replacement Info

 

Reason Code

Processing Errors

Definition The customer may be stating there was a pricing error.
Compelling Evidence
  • Records of Communication with Customer
  • Screenshot of the Initial Listing
  • Official Proof of Delivery with Complete Delivery Address / Signature
  • RMA Policy
  • RMA Status, Reason and Refund Amount / Replacement Info
  • Claim Status, Reason and Refund Amount / Replacement Info

 

Reason Code

Cardholder Dispute

Definition This is a catch-all reason code provided by some payment processors. The exact reasoning could be found through any communication. It can include cancelled orders, defective/damaged items, RMA issues, refund not processed, and item not received. By providing us with any information you may have, we will best determine the true reason for the chargeback.
Compelling Evidence
  • Records of Communication with Customer
  • Screenshot of Initial Listing
  • Official Proof of Delivery with Complete Delivery Address / Signature
  • RMA Policy
  • RMA Status, Reason and Refund Amount / Replacement Info
  • Claim Status, Reason and Refund Amount / Replacement Info

 

Updated on March 12, 2021

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