Zum Thema Chargeback (von den Anbietern wird dieser intern auch "Cardholder Dispute" genannt) gibt es von Visa und MasterCard definierte globale Regeln, wie sich die "Issuer" (= Bank/Kartenherausgeber des Endkunden) und die "Acquirer" (= Bank des Anbieters/Händlers) bei Chargebacks verhalten müssen.
Falls eure Bank/Kartenherausgeber davon abweicht oder euch etwas anderes erzählen will, würde ich die Bank/Kartenherausgeber explizit auf die globalen Regeln von Visa/MasterCard hinweisen und explizit danach fragen, ob die Bank/Kartenherausgeber denn mit Visa/MasterCard andere Regeln vereinbart hätte und wie diese denn genau lauten.
Hoffe, die folgenden Links und Auszüge beantworten einige eurer offenen Fragen bezüglich Chargeback.
Visa
Visa Core Rules and Visa Product and Service Rules / 13 April 2024 / Version 1.2 (4 June 2024)
Die Chargeback-Regeln von Visa sind dort in den Kapiteln "11.10 – Dispute Category 13: Consumer Disputes" (Seite 757 ff.) und insbesondere dort im Kapitel "11.10.2 – Dispute Condition 13.1: Merchandise/Services Not Received" (Seite 758 ff.) zu finden.
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Table 11-98: Dispute Condition 13.1: Merchandise/Services Not Received – Dispute Rights
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Before the Issuer may initiate a Dispute, the Cardholder must attempt to resolve the Dispute with the Merchant or the Merchant’s liquidator, if applicable. (Does not apply to a Dispute where a travel agency using a Visa Commercial Card Virtual Account has a contractual agreement with a T&E Merchant that covers the terms for specified services)
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For a Dispute related to non-receipt of travel services from a provider that is insolvent or bankrupt, if the services are covered by a bonding authority/insurance scheme, the Cardholder or traveler, or the Issuer on behalf of the Cardholder or traveler must attempt to obtain reimbursement from the relevant bonding authority/insurance scheme, unless the bond or insurance scheme is insufficient. If the bond or insurance scheme is insufficient, the Issuer may use information in the public domain to initiate the Dispute.
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Table 11-99: Dispute Condition 13.1: Merchandise/Services Not Received – Invalid Disputes
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A partial Advance Payment Transaction when the remaining balance was not paid and the Merchant is willing and able to provide the merchandise or services
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Table 11-100: Dispute Condition 13.1: Merchandise/Services Not Received – Dispute Time Limit
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If applicable, before initiating a Dispute, an Issuer must do one of the following:
* Wait 15 calendar days(1) from any one of the following:
** The Transaction Date, if the date the services were expected or the delivery date for the merchandise is not specified
** The date the Cardholder returned or attempted to return the merchandise, if the merchandise was returned due to late delivery
** The date the Merchant canceled the goods or services
* For MCC 4722 (Travel Agencies and Tour Operators), and ticket agencies that sell third-party event tickets, wait 30 calendar days(1) from the date the Merchant canceled the service.(4)
* If the Cardholder or traveler, or the Issuer on behalf of the Cardholder or traveler was required to attempt to obtain reimbursement from a bonding authority/insurance scheme, wait 60 calendar days from the date the claim was submitted to the bonding authority/insurance scheme before initiating a Dispute(1),(5),(6)
A Dispute must be processed no later than any of the following:
* 120 calendar days from the Transaction Processing Date
* 120 calendar days from the last date that the Cardholder expected to receive the merchandise or services (2),(3)
* If the Cardholder or traveler, or the Issuer on behalf of the Cardholder or traveler was required to attempt to obtain reimbursement from a bonding authority/insurance scheme, 60 days from the date of the letter or advice from the bonding authority/insurance scheme (1)
(1) = This does not apply if the waiting period would cause the Dispute to exceed the Dispute time limit.
(2) = This does not apply to the purchase of a third-party gift card without an expiration date if the merchandise or services were not provided by the third party due to insolvency or bankruptcy.
(3) = Not to exceed 540 calendar days from the Transaction Processing Date
(4) = Does not apply for a Dispute related to non-receipt of travel services from a provider that is insolvent or bankrupt, if the services are covered by a bonding authority/insurance scheme.
(5) = The waiting period does not apply if the bond or insurance scheme is insufficient.
(6) = If no response or acknowledgment of request for reimbursement is received from the bonding authority or insurance scheme within 60 calendar days, the Issuer may pursue the Dispute.
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MasterCard
MasterCard Chargeback Guide Merchant Edition / 30 April 2024
Die Chargeback-Regeln von MasterCard sind dort hauptsächlich ab Seite 223 ("Cardholder Dispute Chargback") und insbesondere ab Seite 226 ("Goods or Services Not Provided") zu finden.
Chargeback Condition.
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Travel services arranged through an online travel agency or tour operator were not received and the travel agency or tour operator is no longer in business.
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Time Frame
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For disputes involving the delayed delivery of goods or services and the delivery or performance date was specified by the merchant and the latest anticipated delivery or performance date was specified by the merchant has passed: Within 120-calendar days of the latest anticipated delivery or performance date specified by the merchant. The issuer does not need to wait 30-calendar days when the issuer learns the merchant will not provide the goods or services (for example, the merchant is no longer in business), in such cases the issuer must wait five-calendar days before charging back the disputed transaction.
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Supporting Documents
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For disputes involving a transaction performed by an online travel agency or tour operator that is no longer in business at the time of the chargeback:
an email, letter, or completed Dispute Resolution Form-Cardholder Dispute Chargeback (Form 1221) provided by the individual or corporate entity requesting the travel arrangements from the online travel agency or tour operator that includes all of the following:
* A description of the complaint in sufficient detail to enable all parties to understand the dispute. This means that the cardholder email, letter, message or completed Resolution Form-Cardholder Dispute Chargeback (Form 1221) must document how each of the Chargeback Conditions was met.
* A reasonably specific description of the goods/services purchased.
