Cardnet: Transaction and funding enquiries

Select your transaction enquiry

Select your transaction query from the list below for more information.
 

Authorising card transactions

Call: 01268 567 160
Lines are open Monday to Friday, 9am to 5pm.

Face to Face Sales - 01268 822 822
Card Not Present (CNP) Sales - 01268 278 278

For multi currency and dynamic currency conversion call 01268 662 520
Lines are open 24 hours a day, every day.

You can find more information under our transaction FAQs.

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Chargebacks

A chargeback is an unpaid transaction returned to us by the card issuer. Please see our FAQs on chargebacks for more information, and read our useful guides:

Chargebacks: A Guide for Cardnet Customers (PDF, 426KB)

Call: 01268 567 160
Lines are open Monday to Friday, 9am to 5pm.

Email: cardnetchargebacks@fiserv.com

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Chargeback codes

  • What's a chargeback?

    A customer can ask for their money back if they’re unhappy with the goods or services you’ve sold them.

    The money they’ve paid will come out of your account and stay with the customer’s bank while the dispute is still open.

    If you’re able to disprove the customer’s claim, the money goes back into your account.

    Is that the same as a refund?

    No, a refund is when a customer asks for their money back from you directly.

    In the case of a chargeback, the customer asks the bank that issued their card. Typically, this would be after you've declined the refund request. 

    Refunds will cost you less than chargebacks. You can check your contract for details.

    What to do if I get a chargeback request?

    You’ll find out in your online reporting system if a customer has raised a chargeback request.

    You'll have 10 days from the date the chargeback appears in your reporting system to contact us on cardnetchargebacks@fiserv.com and ask us to challenge it.

    Please include proof and keep your case succinct. A full list of what counts as compelling evidence is on our website.

     The chargeback claim will stand if:

    • we can't defend your case based on Visa rules or Mastercard rules
    • you don’t contact us in time.

    You'll get updates from us at every stage.

    How can I prevent chargebacks?

    • Make it as easy as possible to return items, as refunds are cheaper.
    • Tell the customer when they can expect delivery.
    • Make your terms and conditions easy to read and find.
    • Your customers should be able to agree to the terms and conditions before paying.
    • Give clear and truthful descriptions of your goods or services.
    • Keep up to date with how to protect your business from fraud.

    Does authorisation protect me from chargebacks?

    No, card authorisation is to check that the card is valid and the customer has enough money for the purchase.

    What to look out for?

    Payments where someone keys in the card details present a fraud risk. Such payments include:

    • face-to-face payments
    • payments over the phone
    • online payments that aren’t through 3-D Secure.
      You can reduce the risk for face-to-face payments by following these steps:
    • Check the receipt.
    • If it says KEYED, cancel the transaction.
    • Ask for another form of payment, preferably cash.

  • Mastercard chargeback codes

    Chargeback code

    Chargeback meaning

    Chargeback code

    4808

    Chargeback meaning

    Authorisation-related

    Chargeback code

    4807

    Chargeback meaning

    Authorisation-related: Warning bulletin file

    Chargeback code

    4812

    Chargeback meaning

    Authorisation-related: Chargeback Dispute

    Chargeback code

    4853

    Chargeback meaning

    Cardholder dispute

    Chargeback code

    4841

    Chargeback meaning

    Cardholder dispute: Cancelled recurring or digital goods transactions

    Chargeback code

    4855

    Chargeback meaning

    Cardholder dispute: Goods or services not provided

    Chargeback code

    4859

    Chargeback meaning

    Cardholder dispute: Addendum, no-show, or ATM dispute

    Chargeback code

    4860

    Chargeback meaning

    Cardholder dispute: Credit not processed

    Chargeback code

    4837

    Chargeback meaning

    No Cardholder authorisation (fraud)

    Chargeback code

    4840

    Chargeback meaning

    Fraud: Fraudulent processing of transactions

    Chargeback code

    4849

    Chargeback meaning

    Fraud: Questionable Merchant activity

    Chargeback code

    4863

    Chargeback meaning

    Fraud: Cardholder does not recognise – potential fraud

    Chargeback code

    4870

    Chargeback meaning

    Fraud: Chip liability shift

    Chargeback code

    4871

    Chargeback meaning

    Fraud: Chip/PIN liability shift

    Chargeback code

    4834

    Chargeback meaning

    Point-of-interaction error

    Chargeback code

    4831

    Chargeback meaning

    Point-of-interaction error: Transaction amount differs

    Chargeback code

    4842

    Chargeback meaning

    Point-of-interaction error: Late presentment

    Chargeback code

    4846

    Chargeback meaning

    Point-of-interaction error: Currency error

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  • Chargeback code

    Chargeback meaning

    Chargeback code

    10.1

    Chargeback meaning

    Fraud: EMV liability shift counterfeit fraud

    Chargeback code

    10.2

    Chargeback meaning

    Fraud: EMV liability shift non-counterfeit fraud

    Chargeback code

    10.3

    Chargeback meaning

    Fraud: Other fraud card present

    Chargeback code

    10.4

    Chargeback meaning

    Fraud: Other fraud card not present

    Chargeback code

    10.5

    Chargeback meaning

    Fraud: Visa fraud monitoring program

    Chargeback code

    11.1

    Chargeback meaning

    Authorisation: Card recovery bulletin

    Chargeback code

    11.2

    Chargeback meaning

    Authorisation: Declined authorisation

    Chargeback code

    11.3

    Chargeback meaning

    Authorisation: No authorisation

    Chargeback code

    12.1

    Chargeback meaning

    Processing errors: Late presentment

    Chargeback code

    12.2

    Chargeback meaning

    Processing errors: Incorrect transaction code

    Chargeback code

    12.3

    Chargeback meaning

    Processing errors: Incorrect currency

    Chargeback code

    12.4

    Chargeback meaning

    Processing errors: Incorrect account number

    Chargeback code

    12.5

    Chargeback meaning

    Processing errors: Incorrect amount

    Chargeback code

    12.6.1

    Chargeback meaning

    Processing errors: Duplicate processing

    Chargeback code

    12.6.2

    Chargeback meaning

    Processing errors: Paid by other means

    Chargeback code

    12.7

    Chargeback meaning

    Processing errors: Invalid data

    Chargeback code

    13.1

    Chargeback meaning

    Consumer disputes: Services/merchandise not received

    Chargeback code

    13.2

    Chargeback meaning

    Consumer disputes: Cancelled recurring transaction

    Chargeback code

    13.3

    Chargeback meaning

    Consumer disputes: Not as described/defective merchandise/services

    Chargeback code

    13.4

    Chargeback meaning

    Consumer disputes: Counterfeit merchandise

    Chargeback code

    13.5

    Chargeback meaning

    Consumer disputes: Misrepresentation

    Chargeback code

    13.6

    Chargeback meaning

    Consumer disputes: Credit not processed

    Chargeback code

    13.7

    Chargeback meaning

    Consumer disputes: Cancelled services/merchandise

    Chargeback code

    13.8

    Chargeback meaning

    Consumer disputes: Original credit transaction not accepted

    Chargeback code

    13.9

    Chargeback meaning

    Consumer disputes: Non receipt of cash or load transaction value

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Telephone and mail orders

If you have received written notification from Lloyds Bank, you can accept a telephone or written order from a customer who wishes to pay using a Visa, MasterCard or UK issued Maestro card.

Visa Electron cards can be accepted for CNP, as long as transactions have 100% online authorisation.

Call: 01268 567 100
Lines are open Monday to Saturday, 8am to 9pm.

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Manual banking

To process a transaction manually you'll need to fill out a manual-banking voucher. If you don't have any manual-banking vouchers, you can order more manual vouchers.

Manual-banking vouchers must contain the following information:

  • Full Merchant ID
  • Record the transaction amount
  • The full card number
  • Card expiry date
  • Card 3 digit security code
  • Your authorisation number.
    You can get your authorisation number from the authorisation centre on 01268 822 822 for Card Present transactions and 01268 278 278 for Card Not Present transactions.

Once filled, you'll need to post the manual-banking voucher to:

Lloyds Bank Cardnet
PO Box 22
Sheffield
S98 1BG

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Recovered cards 

Call: 01268 567 100
Lines are open Monday to Saturday 8am to 9pm.

If the Lloyds Bank Cardnet Authorisation Centre asks you to recover a card, you should:

  1. Cut the bottom left-hand corner from the front of the card.
  2. Attach both parts of the card to a Lloyds Bank Cardnet Card Recovery Advice Form.
  3. Return it to:

    Lloyds Bank Cardnet Rewards Dept
    Merchant Operations
    Janus House
    Endeavour Drive
    Basildon
    Essex
    SS14 3WF

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Viewing Cardnet reporting accounts online

We have a range of guides and how to information to help you keep track of all your transactions for Business Track, ClientLine, RAM and Merchant Portal:

Reporting with Cardnet  

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Funding

Please call us on 01268 567 100 (selecting the correct option).
Lines are open Monday to Saturday, 8am to 9pm.

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Contact Cardnet

New Customers - 0330 134 7976
Lines are open 9am to 5pm Monday to Friday.

Existing customers - 01268 567 100
Lines are open 8am to 9pm Monday to Saturday.

Cardnet FAQs

Get answers to the most-commonly asked questions about taking payments with Cardnet.

FAQs