Chargeback or chargeback dispute: A claim against a transaction initiated by a customer with their bank, resulting in a forced payment reversal. The aim of CE 3. Written by Chargeback Gurus. IN Invalid Card Number . 3: Not as described or defective merchandise: VCR Dispute Reason Code 13. 0 to 5. Luckily, our reason code directory makes is a bit simpler to make sense of issuer codes. The charge you submitted did not receive a valid authorization approval code for the amount of the charge. There are four primary phases to a Visa dispute: After Visa adopted VCR processes, most card networks altered their dispute cycles to be more in line with that used by Visa. This process is called. Mastercard uses reason code 4842 for late presentment chargebacks, but the conditions are considerably more complex. The Discover chargeback reason codes list is just as extensive as the other major US card schemes, despite being the youngest and smallest of the four. Other Fraud—Card Absent Environment. WEX began issuing chip cards in Q4, 2020. Also, Ethoca Alerts only notify you of chargebacks that occur within the alert. The issuing bank listens to the cardholder’s claim and determines whether it constitutes a valid reason to grant a chargeback. Solutions. Chargebacks with the following reason codes cannot be fought if you didn’t acknowledge the preceding retrieval request. The sales receipt and/or date and amount of the authorization if other than the transaction date. What is Visa chargeback reason code 13. The transaction amount and authorization number (ARN. 2. Updated August 23, 2023. MasterCard does not have an equivalent reason code. They usually have up to 120 days after purchase to dispute a charge, though some card schemes allow up to 365 days. 4% of all transactions worldwide are made with EMV chip cards, which has led to a precipitous drop in card-present fraud. The following chargeback reason codes are related to EMV: Visa: 10. Accessed October 31, 2022. Chargeback Reason Codes by Network - 2023 Guide. Most banks, however, extend the benefit of the doubt to their customers and will allow the chargeback in most cases, so long as the. Chargebacks are a problem that is growing worse across the board, and gas station. EMV Liability Shift Non-Counterfeit Fraud. A fraudster completed the payment. 10. And according. In simple terms, an Electronic Commerce Indicator (ECI) is basically a 3-D Secure response code. For each claim, you must craft your representment to suit the reason code under which the bank filed the chargeback. These reason codes are divided into three categories depending on the supposed cause of a chargeback: consumer disputes, processing error, or fraud. Chargebacks911® can help your business manage all aspects of chargeback reason codes, using proprietary technologies and experience. 2 Compliance CasesAbout American Express chargeback reason codes. processed the transaction correctly. Reason codes often change or are removed by the card brands. 4 spec (Section 8. According to the 2022 Chargeback Field Report, global costs associated with chargebacks will have skyrocketed in recent years. Since the chargeback process can be costly and time consuming, merchants should consider it an important priority. The reason_code will be one of the following values: chargeback_reimbursement: The gross shows positive if the chargeback was resolved in the seller's favor, and the seller gets a refund. With an eCommerce transaction, 3-D Secure technology works like an online PIN code. AT Authorization Noncompliance . 0. Discover uses the same four main categories as Visa to organize its reason codes: Authorization, Card Member Disputes (which Visa refers to as Consumer Disputes), Fraud, and Processing Errors. In short, chargebacks are costly. There are a number of chargeback reason codes that are dedicated specifically to transaction errors. American Express – Consumer Disputes: C02 – Credit Not Processed C04 – Goods or. Number two: Product Not Received chargebacks. The most common chargeback reason codes are fraudulent charges, unauthorized transactions, and products not received, however, there are dozens of different chargeback reason codes for cardholders to choose from. This code is used when a cardholder claims that a fraudulent transaction occurred in a face-to-face environment, such as a retail store. Chargeback reason code 11. Discover Reason Code UA06 — Fraud/Chip-and-Pin Transaction Learn more about chargeback reason codes The new rules apply both to merchants who have an EMV-enabled system and those who haven’t switched over yet. 1 Chargebacks A chargeback is a rules-based mechanism, with time-sensitive workflows, that enables the issuer and the acquirer to determine the financial liability of a disputed transaction. A copy of the authorization requests that contains a service code value other than 2xx or 6xx. pdf), Text File (. 2 Declined Authorization. See our Automated Clearing House (ACH) support article if you are looking for ACH Return Codes. According to Nilson, 56% of global card transactions were done on Visa in 2015. 2. However, they don’t address the reason why that chargeback was issued in the first place. It should ultimately help prevent fraud and unwarranted chargebacks, specifically applying to disputes marked with a Visa reason code 10. 634. ”. That most comprehensive guide at chargeback reason keys. The cardholder claims they were charged multiple times for a single transaction. Fight; Prevent;. First Chargeback failed: Reason Code 4837 not allowed under “issuer auths, they own” chargeback rules: 100001: 400: INVALID_REQUEST: First Chargeback failed: Reason Code 4863 not allowed for authorized CAT transactions: 100001: 400: INVALID_REQUEST: First Chargeback failed: Reason Code 4863 not allowed for. If you choose to fight the chargeback, Amazon Pay will charge you a $20 Disputed Chargeback Fee. UA06. 1. The major card networks have unique reason code systems, and banks use separate tools. Learn which achievement to use as you fight furthermore avoid client lawsuits from reason code. By entering your email, you agree to receive marketing emails from Shopify. Response The new reason codes follow a format of two digits, a period, then a third digit. EMV Liability Shift Counterfeit Fraud. UA06 Fraud: Chip and PIN Transaction . 4: 4863 Discover Chargeback Reason Codes Explained. Late Presentation. In most cases, the bank chooses a course of action based on information the cardholder provides. And, each code has unique compelling evidence requirements if you choose to fight. 3. 102. Discover Reason Code UA06 – Fraud: Chip and PIN Transaction; American Express Reason Code FR2 – Fraud Full Recourse Program. Your comprehensive guide to chargeback reason codes, transaction modifiers, time limits, and compelling evidence for the four major card brands. On the other hand, PayPal—which can serve as a credit card processor for merchants—allows buyers up to 180 days to file a claim. Visa Chargeback Reason Codes; MasterCard. What follows is a quick reference guide for all the current reason codes for each of the four major credit card networks: Visa, Mastercard, American Express, and Discover. Merchants who believe they have received an invalid chargeback under reason code 13. How you respond is determined by the chargeback reason code: Embed This Graphic. 3 Changed Discover Reason Codes to match what is shown in the UI. Visa chargeback reason code 75 is filed as an honest mistake. But why do they happen? 4 common types of hotel chargebacks. 3. Partial Immediate Chargeback Program; NOTE: If you receive one of the above chargeback reason codes and aren’t aware of being in a fraud monitoring program, contact your payment processor. UA06 Fraud – Chip and PIN Transaction; UA02 Fraud – Card Not Present Transaction; UA01. The following is a full list of Chargeback Reason Codes for the card schemes that Zai supports. If the cardholder is using the chargeback process incorrectly — a practice commonly referred to as “friendly” fraud — the information provided to the bank. To obtain additional information, the issuing bank sends a retrieval request to the merchant’s bank. Codes—Contains detailed information on the reason codes for the most common types of chargebacks that merchants receive . Removed these Discover Chargeback Codes: AL, CA, IC, IS, NC, SV, U03, UNR. This code helps you identify the exact cause of the dispute. 4. Chargeback reason codes tell merchants the reason the customer is disputing a charge, according to the information they provided to their bank. 1. Categories For Reason Codes. com; Europe; Vantage House;2. 4 Other Fraud Card Absent. The third digit indicates the specific reason within that category. R03 Insufficient Reply. 4: Fraud—Card-Absent Environment. 5 Visa Fraud Monitoring Program. Identity theft and account breaches in which the merchant is the victim, for example, fall under reason codes 01, 02, and 14. That sounds like trouble, no matter where you’re standing. Batch chargeback process. Chargebacks, also called payment disputes, occur when a cardholder contacts their bank (card issuer) about a transaction and tries to get them to issue a reversal of funds. In Merchant News and Info, Credit Card Processing Chargebacks are a part of business life. This list was generated 5/4/2022. Eligible Chargeback Reason Codes . FAQ: What is Chargeback. Reason Code. The Visa chargeback reason codes system underwent a major overhaul in April 2018 as part of their new Visa Claims Resolution (VCR) initiative. The reason_code will be one of the following values: chargeback_reimbursement: The gross shows positive if the chargeback was resolved in the seller's favor, and the seller gets a refund. Also, just like American Express, Discover functions as both a card network and an. 800. The most comprehensive guide to chargeback reason codes. Merchants can find a. Chargeback Reason Codes Reason code are the first key to understanding the root causes . Most reason codes apply to any merchant, regardless of what’s being sold. 1: Use the corresponding dates from the invoice. compliance process depending on whether a chargeback right exists. Categories for reason codes have changed over the years, especially because of the increasing number of. Fraud – Chip and PIN Transaction. Reason. ©Click “filter orders”. Chargeback time frames - A specific period during which a chargeback can be raised. 6 may be able to represent the transaction and reverse the chargeback with the right. In some cases, errors can be resolved and reversed, but there is no equivalent to chargeback representment when it comes to ACH. Global chargeback volume reached 615 million cases last year. Additionally, one clearing transaction. The major card networks have unique reason code systems, and banks use separate tools. Each chargeback reason code has specific rules and documentation requirements. Chargeback Reason Codes. . 5. Specifically, these updates only pertain to transactions that are charged back after Oct. The following are some examples: Visa Reason Code 13. MASTERCARD Reason Code Description 01 Requested Transaction Data Not Received 02 RequestedRequired information illegible or missing 07 Warning Bulletin File 08 RequestedRequired authorization not obtained 12 Account number not on file 31. MasterCard - 4855 Goods or Services Not Provided. A customer payment dispute, more commonly called a “chargeback,” happens when a cardholder disputes (challenges) a payment card transaction and asks the card-issuing bank to reverse it. IN. What stands out about the Discover reason codes list, though, is most of the codes are alphabetically-noted rather than numeric. What is Visa chargeback reason code 12. That definitive guide included the chargeback reason codes from each of the quad larger card connectivity. Also, remember that the time frame for your response includes any processing required by the acquirer. Save finalize leaders includes the chargeback good codes off each of the four major card networks. Chargeback Reason Codes All received credit card disputes include a reason code. It’s easy to feel overwhelmed by chargebacks. The issuer investigates. FAQ: What is Chargeback Representment? TIPS. However, it's advisable to respond to whatever reason code you received from the bank. reason codes. Like definitive guide involves the chargeback reason laws upon each of the four major cards networks. Credit card chargeback reason codes broken down by Mastercard, Discover and American Express Visa chargeback reason codes. The chargeback period, or the time limit for filing a chargeback, depends on the card scheme and the chargeback reason code. Try Shopify free for 3 days, no credit card required. [1] Sift. The other two chargeback reasons can be traced to very obvious causes — criminal activity and merchant mistakes. In addition to Reason Codes changing as a result of the VCR program, each Reason Code is now associated with a new Reason Category. If you did not receive the email, open Mave, Wave’s automated chatbot, and. PM 4864 NF Non-Receipt of Case from ATM-Cancelled Recurring Digital Goods Transaction Cardholder Dispute 4866 UA05 4867 UA06&Fraud Chip Card Counterfeit Tranaction Fraud Chip and. Laundering: The merchant carried out transactions without a legitimate cardholder’s involvement. Chargeback /Dispute; Merchant Response. 3 MasterCard Retrieval Reason Codes. Vantage HousePlease note that the most common Chargeback reason code for Allocation disputes is 10. 5: 4870: Card not present at the time of transaction: F29: UA06: 10. 634. Either the acquiring or issuing bank could initiate the chargeback. 105. High-Risk (Excessive): Reaching a chargeback ratio of. Even though these codes are not detailed enough, they are crucial when it comes to successfully preventing and fighting chargebacks. e above 0. 0, these guidelines guarantee merchant protections from certain categories of disputes. But, merchants should be aware that, eventually, everyone will. . Consider Deadlines. United States; 18167 US Highway 19 N; Clearwater, FL 33764; 877. ; Help Center Find answers to common questions about Midigator’s technology,. [noun]/* kə • stə • mər • di • spyo͞ot/. Managing Reason Code 41 chargebacks. Reason Code UA06 Category Fraud Claim The cardholder possesses a PIN-preferring credit card, but your POS is either not PIN-enabled or allows the shopper to bypass the. 5: 4870: Card not present at the time of transaction: F29: UA06: 10. 4 (Other Fraud - Card Absent Environment), which is under the fraud category. 18167 US Highway 19 N Clearwater, FL 33764 877. The most significant category of reason codes is fraud. Products. The first thing you should do when you receive a chargeback notification is to check the reason code that the card issuer assigns to the dispute. TC40 data is used to inform banks and card networks when a merchant has an outstanding fraud. Chargeback Reason Coded by Network - 2023 Guide. The cardholder may be the customer or the someone who lent their card to a friend or relative. At their core, false declines are legitimate transactions that get blocked on the suspicion of fraud without any fraud actually occurring. Proof you used Address Verification Service to validate. There are dozens of reasons why cardholders and issuers dispute transactions. 1=1010, 10. underlying your chargeback. Please refer to chapter 5 for more information. Chargeback Prevention Alerts Resolve clients disputes speedy before they become chargebacks. That said, looking up purchases using this number can make it easier to provide info following an. 4 Ways to Fight Chargebacks: Gather compelling evidence. 102. Discover uses unique key to explain those reasons the merchants. 2. No two merchants will get exactly the same chargebacks for the same reasons, but there are definite patterns depending on the market you serve. Fight; Prevent; Get; Assets. 1. The system does not accept blank as a value, even if it is defined in the user defined code table. Following the prompts that pop up, inform PayPal of every detail, and include the screenshots of the conversations you had with the scammer. This definitive guide comes that chargeback reason codes from jeder of of four majority card networks. Some crucial examples of specific documents used as compelling evidence are as follows: Delivery confirmation of the order; Conversations with the customer; Verification codes (AVS, Authorization, Card Security Code, 3D Secure 2. Either the acquiring or issuing bank could initiate the. LP. Protect cardholder data. UA06 Fraud: Chip and PIN Transaction. If your chargeback ratio is high [i. Categories for reason codes have changed over the years, especially because of the increasing number of. Chargeback reason codes are what tell a merchant why a customer is disputing a charge. When card holders discover a criminal accessed their credit card data and used it to make fraudulent purchases, the customer may file a chargeback to recoup their funds. pdf), Text File (. This is commonly caused by either true fraud or friendly fraud. Chargeback Representment. In most cases, though, cardholders have 120 days after the original purchase date to dispute the charge. If you get a chargeback,. Merchants who believe they have received an invalid chargeback under reason code 12. Type. The client will send this dispute to Paymentology’s Global support team via email – support@paymentology. txt) or read online for free. Most acquiring banks put a timeframe on when customers can initiate a chargeback for a purchase. 41 4841 Cancelled Recurring Transaction 53 4853 Not as Described or Defective Merchandise 57 4840 Fraudulent Multiple Transactions 62 4870/4871 Counterfeit Transaction Being familiar with the potential chargeback reason codes gives recurringThere are plenty of reasons as to why this would happen, hence the many. A reason code is how banks categorize the reason for a chargeback. Despite concerns about increased friction, every merchant should deploy 3-D Secure at checkout. Complete Guide to Visa Compelling Evidence Update CE 3. The chargeback process can last from one month to six months. Written by Chargeback Curators. Written over Chargeback Gurus. 4 Funding Process. Visa, Mastercard, and other leading card companies each have their own respective set of codes for this purpose. 4: Counterfeit Europay, Mastercard, or Visa (EMV) card: F30: UA05 or UA06: 10. The networks say merchants have a 45-day response window, but the Chase credit card chargeback time limit for merchants is 39 days. If you accept credit cards, you accept that some customers will request refunds. Other Fraud—Card Absent. Prevention strategy: Implement EMV chip card technology to reduce the risk of fraudulent card-present transactions. Only an issuer can initiate the chargeback process. Visa’s rules allow merchants to fight chargebacks by presenting the charge a second time along with evidence supporting its legitimacy. It doesn’t help matters that travel is a high risk industry for credit card payments and with 100+ reason codes across all issuers, making sense of them all is a challenge. Chargeback reason codes are set by the card networks and used by card issuers to categorize chargebacks. 4512:chargeback management with an easy to use online system. Learn which strategies to use as you fight and prevent consumer disputes for reason id. 0. Then you can research the transaction to see if the chargeback appears to be valid or not. It is important to identify and understand the root cause and take the necessary steps to dispute the chargeback. The newer system is designed to. Fight; Hinder; Recover; Resources. In simple terms, VCR introduced five definitive changes to the dispute resolution process: The timeframe for merchant response was shortened from 45 days to 30 days. There are no format changes to the sales file specification; there are additional values added to the sales file to designate chip card transactions. As soon as a customer requests a chargeback, their bank will reach out to the business’s bank and give them a heads-up that the chargeback has been requested. Find chargeback reason codes are divided into three categories:. Everyone from processors and card brands to local and federal governments has rules about how payments should be handled. Visa Chargeback Codes. Encrypt transmission of cardholder data. 10. 2: Cancelled recurring transaction: VCR Dispute Reason Code 13. A chargeback happens when a customer requests for a transaction to be reversed. 4 applies to eCommerce, whereas code 10. The issuer reviews the case, assigns a reason code, and initiates the chargeback. Get your complete. Review your credit card processor’s policies to understand its chargeback dispute process. Each card network maintains reason codes to cover all the disputes that qualify for. Visa’s process introduces four dispute categories and associated numerical labels (Fraud – 10, Authorization – 11, Processing Errors – 12, Consumer Disputes – 13) under which the renamed reason codes will be placed. 4846. EFM MONTHLY CRITERIA NUMBER OF E-COMMERCE TRANSACTIONS FRAUD CHARGEBACK AMOUNT FRAUD CHARGEBACK RATIO BASIS POINTS (BPS) 3DS UTILIZATION (EMV 3DS + DATA. 2 is the result of receiving a declined authorization but going ahead with the transaction anyway. Analyze your chargeback data. F01. The Chargeback Reason Codes specifies the fraud, expired card, defective merchandise, differ amount and many others. Collect Compelling Evidence. Visa Chargeback Reason Codes. 2 – EMV Liability Shift Non-Counterfeit Fraud. It’s important that you include a copy of your customer terms and conditions in order to prove that the customer knew what to expect from the outset. While there are reason codes related to processing errors that cause disputes, the majority of reason codes result from a cardholder disputing a charge. MasterCard does not have a reason code that exactly matches Visa’s 80. A chargeback is the potential outcome of a disputed credit or debit card transaction. A chargeback reason code is a distinctive two-to-four-character combination of letters and numbers issued by the involved bank to identify why a dispute was initiated. A08 Authorization Approval Expired. You could also end up submitting the wrong evidence, which will cost you time, money, and standing with the bank. Card networks send these codes to merchants to indicate. 101. According to Discover, cardholders officially have 120 days from the date of the transaction to initiate a chargeback, although the network may accept claims filed outside of that window on a case-by. Reason Code UA06 Category Fraud Claim The cardholder possesses a PIN-preferring credit card, but your POS is either not PIN-enabled or allows the shopper to bypass the PIN entry. UA05 Fraud: Chip Card Counterfeit Transaction. Consumer Disputes. Choose the representment amount. Chargeback prevention strategies vary based on the reason for the dispute. As chargeback time limits get shorter and shorter, automated technology will become more and more valuable. To help merchants understand the underlying issue of each chargeback, American Express has created specific chargeback reason codes to help business owners interpret chargebacks. A “No Authorization” code chargeback can also be the. Mastercard also considers some chargeback reason codes to be indisputable. These reason codes are divided into three categories depending on the supposed cause of a chargeback: consumer disputes, processing error, or fraud. 3. Reasons codes are composed of alphanumeric text attached by a bank when there is a chargeback to explain the reason for the chargeback. It depends on the chargeback reason code associated with the dispute. 1 Card Recovery Bulletin or Exception File. Articles;The post below contains legacy information pertaining to the formerly-common Visa chargeback reason code 75. • Chargeback Reason Code – Each chargeback contains a reason code that signifies the reason for the dispute and the rules that must be followed by the issuer and the merchant in order to resolve the dispute. 4 Section . Blog and Articles; Success Stories; Chargeback Reason Codings; DUMPSTER Look-up;. For educational purposes, here is an overview of the general chargeback process with most major processors: Step 1: A purchase occurs – All chargebacks start with a customer making a purchase, either in-person, in-app or online. Reason Codes Category 4: Processing Errors. The agency must provide this documentation to Vantiv (via mail, fax, online/scanning) within 30 calendar days after the report date on the Visa/MasterCard. Get your complete guide to Mastercard reason codes, including all the detailed information, chargeback time limits, and other important information you need. Card issuers and card networks deem certain chargeback codes to be nearly indisputable by merchants, and as a result, a merchant can be charged a fee of up to $500 by card networks for submitting a dispute of such chargebacks. ) A no-nonsense summary of evidence that proves transaction is legit. The usual period that card networks will accept chargeback disputes is up to 120 days from the date of the settlement for the charge. Solution. If the customer’s story matches. This definitive guide includes the chargeback rationale codes from each of to four major card networks. Chargeback Reason Codes by Network - 2023 Orientation. The reason_code will be one of the following values: chargeback_reimbursement: The gross shows positive if the chargeback was resolved in the seller's favor, and the seller gets a refund. The reason_code will be one of the following values: chargeback_reimbursement: The gross shows positive if the chargeback was resolved in the seller's favor, and the seller gets a refund. Chargeback Reason Codes Visa. The customer regrets their purchase. txt) or read online for free. 1. 103. 6: Duplicate processing/Paid by other means. Proof that the chargeback is otherwise invalid because it doesn’t adhere to Discover’s requirements. 5 Categories of Visa Chargeback Reason Codes. Because it’s so easy for customers to initiate a chargeback, retailers are bound to experience a request at. ” The Amadeus Xchange Payment platform is used by more than 100 airlines to analyze, manage and optimize their complex global payment flows, across multiple sales channels. Written to Chargeback Gurus. Issuer Review; Allocation. This provided a number of insights into the typical. However, the disputes themselves are still categorized by the issuing bank based on the card network issuing the card. Knowing these codes is vital for merchants to understand the reason for chargebacks and how to manage them. With the right compelling evidence,. In most cases, you will have 20-45 days in which to respond to a chargeback. Chargeback reason code 4853 can be used to indicate disputes where the cardholder simply claims that the merchant never delivered on what was promised. The cardholder possesses a PIN-preferring credit card, but your POS is either not PIN-enabled or allows the shopper to bypass the PIN entry. The business has the chance to refute the chargeback. 4846. Here is an overview of how the general chargeback process works with most major processors (we’ll get into how Square does it down below) Step 1: A purchase occurs. 2/12/18 Changes to Visa information for VCR Pgs. On that note, below are some vendor missteps that could result in Visa reason code 13. Here finalizing user includes the chargeback reason codes from either of the foursome major card networks. If a customer makes a chargeback request on the basis that he or she has not authorised the transaction, the customer's bank will charge the transaction back to the merchant’s bank. This category of fraudulent chargeback is represented with the following reason codes: AMEX - C08 Goods/Services Not Received or Only Partially Received. View the entire list below or search for any reason code. Reason Code. UA06: Fraud / Chip-and-Pin Transaction: UA10: Request. MDR also retired reason code 4840 – Fraudulent Processing of Transactions. About Discover chargeback reason codes. VCR tables (Figures 1 and 2) map the old Reason Code to its new Reason Code. pdf), Text File (. Once you receive this notification, you have 11 days to submit a response. Now, compliance cases go through Visa Resolve Online (VROL). Chargeback time limits vary depending on the reason for the dispute. But friendly fraud is much more ambiguous. Your actions in response to such a chargeback will be determined by the particular circumstances, the most typical of which are described in the table below: If: Then: The transaction was cancelled and credit issued. Reason codes are important to help merchants address recurring. 3. Code UA06 chargebacks are often caused by a fraudster with a stolen credit card targeting a merchant who doesn't have chip-and-PIN compatible payment terminals or convincing a merchant to bypass PIN entry. The reason codes are grouped into several broad. 101. 2 falls under the “Processing Errors” category. most common reason codes for recurring merchants include: 7. This chargeback reason code can be avoided by ensuring that returns are processed promptly and accurately, and that the customer is informed of any credits issued. 2. After the introduction of Visa Claims Resolution, Visa set the goal of resolving all disputes in less than 31 days. FR4 Immediate Chargeback Program. A chargeback reason code is a 2-to-4-digit alphanumeric code provided by the issuing bank involved in a chargeback, which is meant to identify the reason for the dispute. Here is an overview of how the general chargeback process works with most major processors (we’ll get into how Square does it down below) Step 1: A purchase occurs. 3. Proof the transaction was. 4. Chargeback Reason Codes; BIN Lookup; ROI Tool; Company. In this instance, the cardholder claims a misrepresentation of the order they received, such as a defect, damage, counterfeit, or incomplete merchandise.