7. Errors and Disputes
A Return and Correction (R&C) refers to a Voucher from a debit or credit card
Transaction that cannot be processed consequently the Transaction is debited from
your bank account and returned to you for correction.
7.1 Typical Causes of Return and Corrections
• Incorrect Vouchers used and incorrect additions on Merchant Summary Vouchers
• Incomplete information eg. card imprint cannot be read on the Voucher
• Banking of Vouchers from other Schemes eg. American Express
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
banked out of time.
7.2 Chargebacks
Please refer to the General Conditions of your ANZ Merchant Agreement. You may
be charged back for the value of a credit or debit (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 of your ANZ Merchant Agreement.
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 Law or notified
by ANZ.
Chargebacks can occur for a number of reasons:
• A Transaction has been processed using an invalid card ie. the card has expired or
is not yet valid
• A sale over your Floor Limit is processed without Authorisation
• A split sale is processed using two or more Vouchers
• A credit Voucher was not processed for returned goods
• A sale is processed without the cardholder’s authority.
A Transaction can also be charged back to you if a cardholder disputes a Transaction
and you are unable to produce copies of the relevant Transaction Vouchers.
NOTE: The examples given above are not an exhaustive list of the circumstances in which a Transaction
may be charged back to you. Please refer to the General Conditions of your Merchant Agreement for
further information on Chargebacks.
If you need assistance understanding a particular Return and Correction or
Chargeback, please contact ANZ Merchant Services on 1800 039 025 (24 hours a day,
7 days a week).
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