The cardholder claims they canceled their order, but the merchant failed to issue a refund.
Cause
Either the cancelation wasn’t processed, or it wasn’t received.
Response
Cardholders and issuers have 120 days to file a dispute related to the claim against the merchant.
Merchants have 20 days to respond to the claim in dispute.
Steps to Prevention
For all card-present transactions, disclose the cancelation policy on the sales receipt. The policy should be at the front of the issued receipt, preferably close to the customer's signature line.
For online transactions, make the cancelation policy easy to find and clear. It should be on the checkout page near the submit button. The customer should click the return policy checkbox to acknowledge your policy before finalizing the purchase.
Fulfill qualified cancelation requests fast so that the credit reflects in the cardholder's following statement.
If you intend to credit a lower amount, communicate this to the cardholder.
