Reason Code F14: Multiple ROCs

How to Handle Amex Reason Code F14 Chargebacks

American Express breaks down the acceptable causes for a customer to dispute a credit card transaction in their dispute guidelines. This is done for the sake of simplicity and standardization. 

Each chargeback trigger has a designated “reason code.” Amex can then assign the appropriate code to each case to show the given reason for the chargeback.

Learn more about Amex reason codes

Today, we’re looking at one reason code in particular — F14 — and exploring the causes, timeframes, fees, and other specifics. We’ll also explore what you can do to prevent these chargebacks from happening.

What is American Express Reason Code F14?

American Express chargeback reason code F14 is “Multiple ROCs.” This reason code is used to explain that the Amex cardholder agree to participate in a transaction. However, the merchant submitted multiple records of charge (or “ROCs”).

Within the Amex ecosystem, an ROC is a paper or electronically reproducible record of a transaction. It includes all the following information about a transaction:

• The card number and card expiration date
• The date of the charge
• The amount of the charge, including any taxes
• Authorization approval code (if required for transaction in question)
• Description of the goods or services purchased
• Business name, address, and establishment number assigned by Amex
• Cardholder’s signature (for card-present purchases)

What Caused This Dispute?

Amex Chargeback Reason Code F14 is primarily issued when a cardholder agrees to participate in a transaction, but the merchant submits multiple records of charge. In effect, the merchant submitted records showing that a buyer was charged multiple times.

This scenario can arise due to:

How to Respond to Amex Reason Code F14 Chargebacks

So, what happens if a merchant can prove that only one ROC was submitted?

Naturally, if one receives an Amex reason code F14 chargeback, they’ll want to resolve the issue right away. If a merchant feels that a chargeback was filed in error, they should file a dispute response. This is done through a process called representment.

Representment is the process through which a merchant can challenge a chargeback. They provide evidence to the card issuer (in this case, American Express) that all aspects of the transaction were legitimate and in accordance with the card issuer's policies. This can involve several key pieces of evidence.

Also, remember that there’s a strict time limit to consider. Merchants have just 20 days in which to submit a response to American Express. However, this time frame also includes the time it took for the acquirer to provide a dispute notification, as well as time spent by the acquirer reviewing and submitting the case. In practical terms, merchants often have five days or less in which to prepare and submit a response.

Acceptable Evidence for Amex Reason Code F14 Responses

Merchants can re-represent these charges under the condition that they have compelling evidence.

For American Express reason code F14 chargebacks, the merchant needs to provide proof that all ROCs submitted were for valid charges. In other words, proof that the buyer authorized multiple transactions. Examples include:

• A signed sales draft or receipt for the charge in question.
• Proof that the cardholder verified and agreed to the terms of the purchase.
• Shipping information showing that the charge in question was for a different transaction.

Alternatively, the merchant might have already issued a credit to the buyer as a way of trying to avoid the dispute. In this case, the seller needs to offer proof that they already provided a credit to offset the amount charged.

The success of representment depends on the thoroughness and relevance of the evidence provided. Maintaining detailed records of transactions and communications with customers is vital to effectively counteract all chargebacks, including those under reason code F14.

How to Prevent Amex Reason Code F14 Chargebacks

As the old adage goes, “an ounce of prevention is worth a pound of cure.”

Merchants may never be able to stop chargebacks entirely. But, they can limit exposure to risk and keep your chargeback ratio in good standing by adopting a few best practices. When talking about this reason code specifically, merchants need to ensure they only submit transactions for valid purchases made by the cardholder.

Merchants will need to:

#1 |  Get Valid Authorization

Always include a valid authorization approval when submitting charges for processing. This serves as proof that the transaction was approved by the cardholder's bank, safeguarding against unauthorized transaction disputes.

#2 |  Respect Declined Authorizations

If a transaction is declined during the authorization process, don’t attempt to submit it. A declined authorization is a clear signal from the card issuer about the transaction's invalidity. Pushing it through can lead to disputes and chargebacks.

#3 |  Maintain Accurate Transaction Records

Keep detailed and organized records of all transactions, including receipts, customer communications, and proof of delivery. These documents are crucial for disputing chargebacks, demonstrating the legitimacy of the transaction, and customer consent.

#4 |  Update Your Software

Outdated fraud prevention solutions may fail to intercept new threats, while other outdated technologies can be exploited by fraudsters. Keep up with all software updates and patches and deploy them as soon as possible.

#5 |  Know Key Fraud Red Flags

New customers — especially those making a high-value purchase — should be subject to additional screening. Other factors like transaction velocity, requesting expedited shipping, and billing address mismatches are signs of possible fraud as well.

#6 |  Adopt a Multilayer Approach

Use a number of fraud detection tools that can work together to strengthen and reinforce one another. Proxy piercing, geolocation, CVV verification, and address verification are just a few examples.

Take a Wider View

You can dispute invalid chargebacks from Amex reason code A02. However, it’s much more efficient to take a proactive stance. The same is true of the other chargeback reason codes, as well. A truly effective chargeback management strategy must encompass prevention as well as disputing cases of friendly fraud.

Chargebacks911® can help your business manage all aspects of chargeback reason codes with proprietary technologies and experience-based expertise. Contact us today for a free ROI analysis to learn how much more you could save.