Final credit means “final”

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Question:

We closed our investigation when we received credit from Mastercard after filing our chargeback. Later the merchant provided information showing that our customer performed the transaction and took the money back. Can we debit the customer’s account?

Answer:

Mastercard gives the merchant time to represent a transaction after the institution files a chargeback. Don’t close the investigation until you collect all relevant information or the merchant’s timeframe for responding has passed. You cannot revoke final credit and are out the money for this claim.

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