Reason Code RMQuality Discrepancy

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Card Issuer


Reason Code



Service Dispute


The cardholder claims the service or goods purchased weren’t as described or were defective.


  • The customer received damaged goods.
  • The merchandise doesn’t match the description provided. 
  • The customer questions the product’s quality.
  • The cardholder fraudulently claims the merchandise arrived damaged.


Cardholders and issuers have 120 days to file a dispute related to the claim against the merchant.

Merchants have 30 days to respond to the claim in dispute.

Steps to Prevention

  • Ensure the correct merchandise is shipped.
  • Properly package products during shipping to avoid damage.
  • Avoid selling counterfeit products.
  • Accept returns and issue refunds promptly.


The maximum time that is allowed is 120 days. However, there are some exceptions. If the retrieval request is returned to the issuer by the acquirer after the 120-day deadline, the issuer gets an extra 30 days to file a chargeback.

Also, if the cardholder claims the merchandise is counterfeit, they have 120 days from the date they received information the merchandise was counterfeit. This timeline cannot exceed 540 days from the transaction date. 

If the cardholder says the merchandise isn’t as described, the chargeback can be filed up to 120 days following the scheduled delivery date. Again, it shouldn’t exceed 540 days from the transaction processing date.

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