We are unable to submit a chargeback through our processor as the card was present
While you do not have chargeback rights for fraud related chargebacks for card present transactions, there is no such restriction on filing a chargeback for a "Point of Interaction Error" Chargeback code 4834.
Since the customer authorized the charge, I agree that there is no Reg E protections, but our contract with Mastercard does require that we attempt to assist the cardholder to protect the brand integrity.
In order to have chargeback rights Mastercard will require:A cardholder letter, email, message or completed Dispute Resolution Form-Point-ofInteraction (POI) Errors (Form 1240) describing the cardholder’s complaint in sufficient
detail to enable all parties to understand the dispute.
The cardholder letter, email, message or completed Dispute Resolution Form-Point-of Interaction (POI) Errors (Form 1240) must specify the alternate means of payment providing sufficient transaction details to allow the merchant to locate the alternate payment.
When a non-Mastercard method of payment was used, documentation detailing the payment by other means. Examples include, but are not limited to:
• A bank statement documenting payment to the merchant
• A canceled check
• A receipt showing cash as the payment method
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