ANZ POS MOVE - Errors, Returns, and Chargebacks; Causes of Returns and Corrections; Understanding Chargebacks

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9. 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 then the Voucher is returned to you for correction.
9.1 TYPICAL CAUSES OF RETURN AND CORRECTIONS
• Incorrect Vouchers used and incorrect additions on Merchant Summary Vouchers
• Incomplete information e.g. card imprint cannot be read on the Voucher
• Banking of Vouchers from other card schemes e.g. American Express.
When you receive an 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.
9.2 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 nancial
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.
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 the General
Conditions, ANZ Merchant Services.
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 notied by ANZ.
Chargebacks can occur for a number of reasons including a scenario where a Cardholder
or their issuing bank justiably 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.