Discover · Chargeback reason codes
Discover 4762 chargeback: Good Faith Investigation explained
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Discover reason code 4762, Good Faith Investigation, lets an issuer raise a dispute after the normal chargeback windows have closed, within 2 years of processing, according to Fiserv's guide. Fraud disputes are not considered. You do not have to answer the documentation request, but if you accept the chargeback it cannot be reversed, so decide on the facts and answer with your order and delivery records.
- Category
- Late dispute
- Time limit for the bank to file
- After normal chargeback windows close, within 2 years of processing (Fiserv guide, 2016)
- Time limit to respond
- Your processor's deadline: Stripe says usually 7–21 days depending on the network; Adyen gives 25 days for Discover
- Typical evidence
- Order, delivery and communication records
- Can it be prevented?
- Partly: resolve complaints when customers raise them
- Who usually wins
- Depends on the facts; accepting cannot be undone
What PlatformDTC does
PlatformDTC answers this kind of dispute with its standard evidence pack built from the order: customer name, email, IP address, billing and shipping address, items bought, carrier, tracking and ship date, the refund policy, and any refund already issued. With "Answer a chargeback automatically" switched on, it sends the response to the bank for you before the deadline.
What it means
A late request for help resolving a dispute outside the normal time limits. Stripe also lists 6040 Good Faith Investigation as a documentation request.
Older Discover documentation pairs 4762 with the letter code 05.
Why customers file it
A cardholder who complains long after the purchase.
Evidence that wins
Respond to every Discover chargeback, even small ones, as Discover itself advises. Send:
- Order records and receipts
- Delivery proof
- Communications with the customer
How to prevent it
- Handle complaints promptly so they do not resurface as late disputes
For developers
On Stripe the dispute object arrives with reason "general" and the card network's own code in payment_method_details.card.network_reason_code; listen for charge.dispute.created and read evidence_details.due_by for the deadline.
Discover does not publish its dispute rules publicly; the codes and names here are the ones Stripe reports, and the defences come from processor guides.
Frequently asked questions
- Must I respond to a 4762?
- Fiserv's guide says the merchant does not have to answer the documentation request, but an accepted chargeback cannot be reversed.
- Can fraud be raised as a good faith investigation?
- No. Fiserv's guide says fraud disputes are not considered.
Sources
- Dispute categories and network reason codes — Stripe
- Dispute Management Guide, Discover chapter (Rev 04/16) — First Data (Fiserv)
- Dispute reason codes: Discover — Adyen
Related
- 4757 — Discover itself initiated the dispute for a breach of its operating rules.
- 7030 — The cardholder says they did not make an online, phone or mail order purchase.
- 7010 — The cardholder denies an in-person purchase.
- 4866 — A counterfeit chip card was used where the chip was not read.
- 4867 — A lost or stolen chip-and-PIN card was used where chip and PIN were not used.
- 4752 — The cardholder does not recognize the charge on their statement.
- 4755 — The cardholder says the goods or services never arrived.