A PIN debit chargeback occurs when a cardholder disputes a transaction processed through a PIN debit network.
PIN debit chargebacks follow a different process from standard Visa, Mastercard, Discover, and American Express disputes. They also appear differently in your PayJunction account and require a different response method.
PIN Debit Chargebacks Are Not Listed in the Chargebacks Report
PIN debit chargebacks appear as Adjustments on the Bank Deposits page. They do not appear under Reports → Chargebacks.
Where the Debit Appears
When a PIN debit chargeback is received, the disputed amount is debited from your account and appears as an Adjustment on the Bank Deposits page.
An adjustment can represent different types of activity:
- If an ACH icon appears next to the amount, the adjustment is a rejected ACH transaction rather than a PIN debit chargeback.
- If there is no ACH icon, the adjustment may be a PIN debit chargeback or another type of adjustment.
The following image shows a rejected ACH transaction displayed as an Adjustment:
For more information about ACH activity, see Information Regarding Rejected ACH Transactions .
How You Are Notified
The TSYS Chargeback Department mails a notice titled Debit Card Chargeback Adjustment Advice to the mailing address on file.
The notice generally includes:
- The ROL number used to identify the case
- The disputed transaction amount and date
- The reason for the dispute
- The response deadline
- Instructions for submitting documentation by fax or email
PIN debit chargeback notices are mailed and do not appear in the PayJunction Chargebacks Report.
What You Need to Do
Review the notice as soon as you receive it. It explains what the cardholder is disputing and where to send your response.
If you choose to dispute the PIN debit chargeback:
- Explain what occurred and respond directly to the dispute reason.
- Include relevant supporting documentation, such as:
- A signed receipt or authorization
- An itemized invoice
- Proof that the product or service was provided
- Proof of delivery or customer pickup
- A refund or credit confirmation, when applicable
- Relevant customer communications
- Submit the response using the fax or email instructions provided in the notice.
- If submitting by fax, include the ROL number and MID on every page.
Respond Within 10 Days
PIN debit chargeback responses must generally be received within 10 days of the date shown on the notice.
PIN debit responses are submitted using the fax or email instructions in the letter. They are not submitted through merlinkresponse.com.
Do Not Issue a Separate Refund
If the disputed amount has already been debited, do not issue a separate refund for the same transaction. Doing so will cause both the PIN debit chargeback and the refund to be taken from your account.
Haven’t Received the Notice?
The adjustment may appear before the mailed notice arrives.
If you see an adjustment that may be a PIN debit chargeback and have not received the notice, contact PayJunction Risk. We can help identify the adjustment and request a copy of the notice from the TSYS Chargeback Department.
Phone: 800-601-0230 x5
Email: risk@payjunction.com
What Happens After You Respond?
The TSYS Chargeback Department processes the response through the applicable PIN debit dispute process.
If the response results in the chargeback being reversed, the disputed amount is generally credited back to your account automatically. You may not receive a separate letter or email confirming the outcome.
Contact PayJunction Risk if you need help checking the status of a PIN debit chargeback.
PIN Debit and Standard Chargebacks Compared
| Standard chargeback | PIN debit chargeback | |
|---|---|---|
| Where it appears | Reports → Chargebacks | Bank Deposits as an Adjustment |
| Notice | Official Notice and Bank Documentation | Debit Card Chargeback Adjustment Advice |
| Notice delivery | Mail and, when enabled, fax | |
| Response method | merlinkresponse.com | Fax or email according to the notice |
| Response period | Deadline shown on the notice | Generally 10 days from the notice date |
Important — A Favorable Outcome Is Not Guaranteed
Responding with relevant information and documentation may help address the dispute, but no response or document guarantees a favorable outcome.
The applicable financial institution and debit network determine the outcome—not PayJunction or TSYS.