Chase DX4000 - Page 13

Disputed charges/chargebacks
Chargebacks cost you time and money, so understanding
how to manage them and protect your business is critical.
Customers may dispute charge
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.
To learn more visit
https://www.chase.ca/en/support/managing
-your-account/chargebacks
Common Errors Explained
More details on next steps, fixes, and additional error
codes available at Chase Assist.
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 terminal network connection.
MUST SETTLE
BATCH
A previous attempt
to settle batch
failed. OR
An attempted action
requires empty
batch.
1. Retry settling batch.
2. Check your terminal connection.
3. If problem persists, please contact
your dedicated payment advisor.
TRANSACTION
FAILED
The network
connection failed.
1. Check network connection.
2. Retry transaction.
SYSTEM PROBLEM
CALL HELP DESK
There are no
pending transactions
1. Indicates your terminal won’t work
until you contact us for important
security or maintenance
enhancements.
2. Please contact your dedicated
payment advisor.
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