• For Disputes Involving Counterfeit: When not provided with the chargeback, one of the following:
– Documentation provided by a person purporting to be the owner or authorized representative of the
owner of intellectual property rights for the goods purported to be counterfeit (which documentation
may be available from a website, on business letterhead, with a business card attached, or validated by
other information demonstrating that the opinion expressed is that of an expert) substantiating that
the goods purchased are counterfeit.
– Documentation substantiating that the merchant that sold the purported counterfeit goods was
closed by a governmental agency for selling counterfeit goods now purported by the cardholder to be
counterfeit.
– Documentation from a bona fide expert substantiating that the disputed goods are counterfeit, which
documentation is on the expert’s letterhead or validated by other information demonstrating that the
opinion expressed is that of an expert.
Additionally, Mastercard requests that the issuer report the cardholder’s allegation of an intellectual
property rights infringement with an email to: ipinquiries@mastercard.com.
• For Disputes Involving Credit Not Processed: When the original cardholder letter, email, message, or
Dispute Resolution Form-Cardholder Dispute Chargeback (Form 1221) included in the chargeback states
that the cardholder returned the merchandise and the merchant denies receiving the merchandise in the
second presentment, the issuer must then provide proof that the merchandise was returned to and
received by the merchant to accompany the pre-arbitration case.
• For Disputes Involving Goods or Services Were Not Provided: One of the following:
– When the second presentment documentation includes a signed delivery receipt, the new cardholder
letter, email, message, or completed Dispute Resolution Form-Cardholder Dispute Chargeback (Form
1221) must state the signature on the delivery receipt is not the cardholder’s signature or the signature
of any person authorized by the cardholder.
– When the second presentment documentation stated that paper airline tickets were issued, the new
cardholder letter, email, message or completed Dispute Resolution Form-Cardholder Dispute Chargeback
(Form 1221) must explain the disposition of the paper airline tickets by clearly stating that the airline
tickets are no longer in the cardholder’s possession and how the airline tickets were disposed (for
example, the airline tickets were discarded, destroyed, returned to the issuer, returned to the travel
agency, or disposed in some other manner).
– None, when all of the following:
– The dispute was not for paper airline tickets.
– The second presentment documentation included a delivery receipt dated before the original
cardholder letter.
– The delivery receipt was not signed by the cardholder, or a person authorized by the cardholder.
• For Disputes Involving a “No-show” Hotel Charge: The cardholder must provide proof of merchant
contact within the cancellation time frame required by the Guaranteed Reservation Service program (such
as a copy of a phone bill indicating that a call was made to the merchant before 18:00 [merchant's local
time] on the date of the reservation) when the original cardholder letter, email, message, or completed
Dispute Resolution Form-Cardholder Dispute Chargeback (Form 1221) included in the chargeback did not
include a cancellation number and the acquirer processed a second presentment that states one the
following:
– The hotel has a formal Guaranteed Reservation Program that includes the issuance of confirmation
and cancellation numbers.
– The hotel has no record of the cancellation.
• For Disputes Involving Addendum Transactions
Pre-Arbitration and Arbitration Case Filing
Cardholder Reasserts Their Claim
©
2024 Mastercard. Proprietary. All rights reserved.
Chargeback Guide Merchant Edition— • 30 April 2024
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