A customer who does not receive his goods or services, or says he did not place an order, can ask his Issuing Bank to chargeback the Merchant. The Issuing Bank sends the chargeback request to the Merchant Bank, which forwards it to the Merchant asking to validate the charge. Information such as the amount, an invoice or folio, customer signature or shipping documents, as well as the shipping address (used in AVS during the authorization), is needed to defend against a chargeback.

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