Overview of Refund Failures
Refunds can fail for various reasons, often related to decisions made by the card issuer. Understanding these reasons can help you navigate the complexities of processing refunds.
How Refunds Work
Refund Initiation: When you issue a refund, it's processed online and sent to the customer’s card issuer.
Issuer Decision: The card issuer has the authority to approve or decline the refund. Common reasons for a decline include issues with the card status or concerns about fraud.
Reasons for Declined Refunds
Code | Reason | Explanation / Description | Process Step or Guidance |
04 | Pick Up Card (No Fraud) | The card issuer has flagged the account; the card should not be used. | Card should be retrieved and not used further. |
07 | Pick Up Card (Fraud) | The card is reported lost or stolen. | Card should be picked up and not used. |
34 | Suspected Fraud | Potential fraud detected by the issuer. | Issuer suspects fraudulent activity; do not proceed. |
35 | Card Acceptor Contact Acquirer | Significant issue requiring contact with the acquiring bank. | Contact your acquiring bank for further steps. |
41 | Lost Card | The card has been reported lost. | Do not process; card is blocked/lost. |
43 | Stolen Card | The card has been reported stolen. | Do not process; card is blocked/stolen. |
59 | Suspected Fraud | Another indicator of suspected fraud. | Issuer suspects fraud; transaction declined. |
62 | Restricted Card | The issuer restricts the card. | Card is not permitted for such transactions. |
83 | Cannot Complete Transaction | The issuer cannot process due to an internal issue. | Try again or contact the issuer; technical issue. |
93 | Violation of Law | The transaction would violate legal or regulatory rules. | Transaction is not allowed by law/regulation. |
When Offline Refunds Aren't Attempted
Certain decline codes signal serious issues or confirmed fraud, making it inappropriate or unsafe to attempt an offline refund. These include:
Codes related to lost or stolen cards (Codes 41 & 43), suspected fraud, and legal violations.
If you experience persistent issues with refunds, and if you need additional guidance, please contact the Intergiro Customer Support team by clicking the button 'Talk to a Person 👤' on the chat widget.