Maestro Global Rules (PDF) - MasterCard

h. Cancel.
Processing Requirements
9.2 POS Transaction Types
i. Refund. >>
j. Payment Transaction and MasterCard MoneySend Payment Transaction:
Neither a Payment Transaction nor a MasterCard MoneySend Payment
Transaction may be effected to reverse a prior POS Transaction. A
MasterCard MoneySend Payment Transaction must not be sent to a
MasterCard card issued in India that is linked to a credit account.
k. Mobile Remote Payment Transaction:
A Mobile Remote Payment Transaction must be initiated from a
Cardholder’s Mobile Device for Personal PIN Entry. Acquirers
participating in a Mobile Remote Payments program must comply with
the requirements document in the Mobile Remote Payments Program
Guide.
l. Reversal
An Acquirer or Merchant may convert an approved authorization of
a Card-Not-Present (CNP) Transaction believed, in good faith, by
the Acquirer or Merchant to be fraudulent into a decline solely in
accordance with the following procedure:
©1993–2012 MasterCard. Proprietary. All rights reserved.
i. The Acquirer or Merchant must determine whether to proceed with
a Transaction believed, in good faith, to be fraudulent within 72
hours of sending the original authorization request message.
ii. Upon deciding not to proceed with the Transaction and still within
72 hours of the original authorization request, the Acquirer or
Merchant must:
1) Generate a reversal message that includes a reason code
indicating that the Transaction was declined by the Acquirer or
by the Merchant due to perceived fraud;
2) Disclose to the Cardholder that the Transaction cannot be
completed at that time, and provide the Cardholder with valid
customer service contact information (phone number or e-mail
address) to respond to Cardholder calls or e-mail messages
related to the cancelled order. The contact information should
be that of the Acquirer, Merchant, or third party provider that
made the decision not to proceed with the Transaction. Sharing
the specific reason(s) for the decline is not recommended or
required
Maestro Global Rules • 9 November 2012 9-7