Merchant and Issuer Error Data Collection Forms

Publication Date: March 2018

Issues may arise where a chip or chip transactions may not function properly or may be declined in the field.  Information is needed to research and report errors.  The U.S. Payments Forum created error data collection forms to assist issuers, issuer processors, merchants, acquirers and acquiring processors with gathering information in a consistent way with sufficient details to help determine the source of the error.

These forms can be used to identify data needed for troubleshooting and to communicate the data among payment processing partners.

The forms are being provided by the U.S. Payments Forum as Microsoft Word documents.  The forms may be completed by entering text (in field “Click or tap here to enter text.”) and selecting the check box (for multiple choice questions); the forms may also be printed.

Payments industry stakeholders are free to use and edit these forms to best meet their needs.

As described in the forms, merchants are advised to work with their acquirers and issuers are advised to work with their processors on any transaction issues.

Please note: The information and materials available on this web page (“Information”) is provided solely for convenience and does not constitute legal or technical advice. All representations or warranties, express or implied, are expressly disclaimed, including without limitation, implied warranties of merchantability or fitness for a particular purpose and all warranties regarding accuracy, completeness, adequacy, results, title and non-infringement. All Information is limited to the scenarios, stakeholders and other matters specified, and should be considered in light of applicable laws, regulations, industry rules and requirements, facts, circumstances and other relevant factors. None of the Information should be interpreted or construed to require or promote the establishment of any solution, practice, configuration, rule, requirement or specification inconsistent with applicable legal requirements, any of which requirements may change over time. The U.S. Payments Forum assumes no responsibility to support, maintain or update the Information, regardless of any such change. Use of or reliance on the Information is at the user’s sole risk, and users are strongly encouraged to consult with their respective payment networks, acquirers, processors, vendors and appropriately qualified technical and legal experts prior to all implementation decisions.

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