The rules and process for this stage vary by card brand and chargeback reason code, and may also incur additional fees, so merchants should verify the process. When a merchant processes a transaction against a counterfeit card in a. Chargebacks. 15, 2021. ” This indicates a transaction was processed using a card that Visa listed as stolen or counterfeit. Reason Code. 2%. Cardholder can dispute transaction up until Day 90 for reason code 4808 on MasterCard (see Appendix for details), Day 60 for reason codes 4801 and 4802 (see Appendix for details). . Q. In most cases, you will have 20-45 days in which to respond to a chargeback. non_receipt: The buyer claims they didn't get the goods or services. Most reason codes apply to any merchant, regardless of what’s being sold. All chargebacks start with a customer making a purchase in person, in an app, or online. Chargeback reason code description – An explanation which provides the reason of raising a chargeback by the cardholder. Message. Specifically, it has introduced a Compelling Evidence requirement for disputes falling under the Visa CE/30 chargeback reason code. 10. Reason code 83 represents a chargeback categorized as. In both instances if the Merchant wishes to withdraw from an arbitration case, Visa will charge the amount of 500. France saw a drop of roughly 50% during the same period. . R13 No Reply. Reason Code: Numeric: Code for the chargeback request (see below). ”. Four reason codes have modified time frames: Reason Code 10. If they think it does, they assign it a reason code and credit the funds back to the cardholder’s account. Visa chargeback reason code 70 falls under the “Authorization” category. Other reason codes address entirely understandable reasons for cutting a merchant off from their credit card processor, like participating in money-laundering schemes, colluding with other merchants to fix prices or. Merchant processed transaction below floor limit without authorization. Prevention strategy: Implement EMV chip card technology to reduce the risk of fraudulent card-present transactions. In 2021, the last parts of the EMV liability shift finally rolled out, removing the exception for self-service fuel pumps that had been in place since the beginning of the shift. If one member believed the other violated a Visa rule when handling a chargeback, they filed a pre-compliance chargeback for compensation. Chargeback time limits vary depending on the reason for the dispute. 2 EMV Liability Shift. Once you know why a chargeback happened, you can start building a case to address the claims that were made. A credit card chargeback is when a bank returns money to you because a credit card charge was fraudulent or you bought something online that wasn’t delivered or was. We want to clarify: this doesn’t imply that a transaction ID can reliably prevent chargebacks and fraud. Then they instruct the merchant’s acquiring bank to reverse the transaction and withdraw the funds from the merchant account. 0 initiative to update compelling evidence requirements for dispute reason code 10. Here are some chargeback reason codes by card type. It should ultimately help prevent fraud and unwarranted chargebacks, specifically applying to disputes marked with a Visa reason code 10. A chargeback reason code is a 2-to-4-digit alphanumeric code chosen by the issuing bank from a predetermined list to reveal the reason the cardholder gave for requesting a chargeback. Visa Chargeback Reason Codes. Automate Tasks & Streamline Processes Let Midigator remove complexities and improve the efficiency of your chargeback management strategy. Processing Errors involve chargeback and disputes revolving around processing issues, late presentment, credit processed as charge, invalid card numbers, no show errors, incorrect charge amounts. 1st Chargeback. com Reason Code 57: Fraudulent Multiple Transactions. 11, 16. 1 Late Presentment. Transaction is not eligible for Reason Code 75 (cardholder does not recognize transaction) or 83 (fraud transaction - card absent environment). It can protect against criminal fraud attacks, but equally important, it protects you from liability due to fraud and other losses. ©Updated August 23, 2023. The chargeback period, or the time limit for filing a chargeback, depends on the card scheme and the chargeback reason code. Unfortunately, the final decision in such cases comes down to the issuing bank, and not. As we touched on earlier, chargebacks can happen due to technical errors. This code applies when either the transaction was processed using an incorrect account number, or the transaction itself was not authorized. There are several reasons why many merchants turn a blind eye to suspected return fraud. 11, 16. When you receive a dispute, a reason code will be assigned by the bank who issued the customer’s card. Mastercard Collaboration will be a step in the right direction. This code tells you why the customer or bank initiated the dispute. Based on the information provided, Paymentology will investigate the transaction being disputed. Under certain circumstances, Mastercard may allow consumers to reverse a payment card transaction by filing a chargeback. 00: The amount of the transaction. instead of chargeback reason codes Chapter 3—Dual Message System Chargebacks, Overview, Chargeback Message Reason Codes, First Chargeback: MTI 1442 Removed all references to chargeback message reason code 4802—Requested/Required Information Illegible or Missing as announced in Global Security Bulletin No. UA01 Fraud – Card Present Transaction. instead of chargeback reason codes Chapter 3—Dual Message System Chargebacks, Overview, Chargeback Message Reason Codes, First Chargeback: MTI 1442 Removed all references to chargeback message reason code 4802—Requested/Required Information Illegible or Missing as announced in Global Security Bulletin No. In such circumstances, networks like Mastercard may allow consumers to reverse such a transaction by filing a chargeback. The standard chargeback process involves eight steps: Retrieval request: The card-issuing bank requests that the acquiring bank provide additional information for a given transaction. Last updated: October 15, 2019 . the chargeback reason code, the issuer/acquirer, and the end customer’s buying patterns, yielding a recovery rate that is three times the industry average. If they think it does, they assign it a reason code and credit the funds back to the cardholder’s account. A reason code or a chargeback reason code is a string of symbols (numbers and letters). instead of chargeback reason codes Chapter 3—Dual Message System Chargebacks, Overview, Chargeback Message Reason Codes, First Chargeback: MTI 1442 Removed all references to chargeback message reason code 4802—Requested/Required Information Illegible or Missing as announced in Global Security Bulletin No. If the order was genuinely not as described, then the cardholder has a case. Chargeback reason code 4837: No Cardholder Authorization applies in situations where customers claim a card transaction was unauthorized, but do not feel the issue can be resolved through the merchant. 4 Funding Process. Chargeback Reason Code 70 is typically issued when the following two conditions are present: A card issuer receives a transaction that is below the merchant’s. According to research by the Aite Group, 60 to 70 percent of chargebacks are the result of fraud. It balances out the process and gives merchants the much-needed opportunity to influence the progression of a dispute before it becomes a fully-fledged chargeback. Every chargeback comes with a reason code. ACH return codes are a type of shorthand for specific information concerning the return, much like the card decline codes or dispute reason codes used by credit card networks. This chargeback occurs when goods and services did not obtain authorization for the particular transaction exceeding the goods and service’s Floor Limit. VISA CHARGEBACK REASON CODE 70 De*****ion Media Required No Verification/Exception File Merchant completed a transaction after receiving a negative account number verification, or An authorization was not required, but the account number was listed on the Exception File with a pick-up response and the merchant did not obtain. The shorthand description is “Incorrect Transaction Code. non_receipt: The buyer claims they didn't get the goods or services. About American Express chargeback reason codes. 1 – EMV Liability Shift 10. Despite concerns about increased friction, every merchant should deploy 3-D Secure at checkout. Reason codes vary by card brand. Specify the default reason code to. Reason Codes Category 4: Processing Errors. For example, Mastercard has a code which indicates a ‘consumer dispute. A chargeback reason code is a 2-to-4-digit alphanumeric code given by the issuing bank tangled in a chargeback. Now, 10. What Are the Time Limits for Mastercard Chargeback Arbitration? Starting from the date the chargeback representment was filed, issuing banks have 45 calendar days to file a pre-arbitration. 70% + 10¢ Visa Credit Card. Proof that the chargeback is invalid because it doesn’t adhere to Mastercard requirements. The agency must provide this documentation to Vantiv (via mail, fax, online/scanning) within 30 calendar days after the report date on the Visa/MasterCard. Below are the top causes of chargebacks including the reason codes established by leading credit card companies: Customer Dissatisfaction: Cardholder did not receive the items/service purchased, the products/services were not as described and/or product (s) was damaged or otherwise defective. Condition 13. In most cases, though, cardholders have 120 days after the original purchase date to dispute the charge. Mastercard Chargeback Reason Codes. RR - Retrieval Request MID - Merchant Identification number PA - Pre-arbitrations NOTE: PayPal often cites reason codes from cardONE reason code is an alphanumeric code selected from a fixed list by the issuing bank to indicate the reason of cardholder gave for requesting a chargeback. Complaint reason_code values include: not_as_described: The buyer claims that the goods or services received differ from the merchant's description of the goods or services. Chargeback Reason Codes by Scheme. It should ultimately help prevent fraud and unwarranted chargebacks, specifically applying to disputes marked with a Visa reason code 10. Consumer disputes, including processing errors. The most popular type of disputes of the chargeback category. The codes also appear on financial reporting associated with disputes. 0 to 5. Added the following fields - Store ID, Credit Card Chargeback Reason Code. The most common chargeback reason codes are fraudulent charges, unauthorized transactions, and products not received, however, there are dozens of different chargeback reason codes for cardholders to choose from. Each chargeback reason code has specific rules and documentation requirements. Reason. There are several types of chargeback reason codes that can be used, including the following: 1. MasterCard chargeback reason code 4540. You take approval before processing, right? If you have been accepting credit cards, you must have learned what will happen if you don’t. The first liability shift went into effect in October 2015 and covered almost all card-present transactions except for those that take place at ATMs and gas pumps. Most chargebacks are violations of the rules and regulations established by a payment brand, such as Visa®, MasterCard® or debit network. Accessed October 31, 2022. While the format of chargeback reason codes varies depending on the card network, all codes are. An issuer can initiate a first chargeback when the circumstances of the transaction meet the requirement of a chargeback reason code described in the Chargeback Guide. The shorthand description is “EMV Liability Shift Counterfeit Fraud. Updated the following columns - card type, response due date. Spot these types of chargebacks using the below reason codes. 7? Visa chargeback reason code 13. Description of Change Where to Look Updated Chip Liability Shift table elements Second Presentment Condition bullet #2, Supporting Documents and DE 72. If you're contesting a chargeback, you'll need solid evidence. 2: Canceled Recurring Transaction, is used when a cardholder claims a recurring transaction was processed illegitimately. What is Visa chargeback reason code 12. Visa Chargeback Reason Code 10. 7 falls under the “Consumer Disputes” category. According to Nilson, 56% of global card transactions were done on Visa in 2015. ” This indicates a transaction was processed using a card that Visa listed as stolen or counterfeit. A new 4 byte reason code will be used moving forward. However, the 30 day waiting period can be waived if you’ve. 7% decrease: Guadeloupe: 1. Please note that the most common Chargeback reason code for Allocation disputes is 10. Chargeback. Reason Codes: 08 / 20 / 71 / 72 A card was used either before or after its valid date Never process a transaction on a card prior to, or after, the valid date. In these situations, a merchant’s billing descriptor is simply not recognized by the customer. This code applies when a transaction was processed without acquiring authorization…but the card used in the transaction was listed in the Visa Card Recovery Bulletin (CRB). 4: Other Fraud–Card-Absent Environment. Reason Code 53: Not as Described or Defective Merchandise. ”. EFM MONTHLY CRITERIA NUMBER OF E-COMMERCE TRANSACTIONS FRAUD CHARGEBACK AMOUNT FRAUD CHARGEBACK RATIO BASIS POINTS (BPS) 3DS UTILIZATION (EMV 3DS + DATA. The reason code should clue you in to which documents are needed. Merchants can find a. However, Visa is the largest card brand in both the United States and the world. 12. instead of chargeback reason codes Chapter 3—Dual Message System Chargebacks, Overview, Chargeback Message Reason Codes, First Chargeback: MTI 1442 Removed all references to chargeback message reason code 4802—Requested/Required Information Illegible or Missing as announced in Global Security Bulletin No. Codes are not often shared between issuers which means it can be difficult to remember the details of each. Visa, Mastercard, and other leading card companies each have their own respective set of codes for this purpose. [noun]/* rēzən kōd / A chargeback reason code is a 2-to-4-digit alphanumeric code provided by the issuing bank involved in a chargeback, which is meant to identify the. Visa. By entering your email, you agree to receive marketing emails from Shopify. 196 Please note that the most common Chargeback reason code for Allocation disputes is 10. 3. The issuing bank initiates the first chargeback on behalf of the cardholder by sending a chargeback notification to Adyen stating the dispute reason. Below is a list of Mastercard chargeback codes used in eCommerce. Issue a refund because they don’t accept returns, but they failed to communicate this policy to the customer clearly. prenotification of chargeback, depending on the chargeback reason code, to the agency requesting additional documentation to properly dispute and remedy the chargeback. But research by Javelin found that merchants dispute 43% of all chargebacks and succeed at 60% of those disputes. The Visa chargeback reason codes system underwent a major overhaul in April 2018 as part of their new Visa Claims Resolution (VCR) initiative. The Most Common Chargeback Reason Codes you should know. Most acquiring banks put a timeframe on when customers can initiate a chargeback for a purchase. Dispute Category. Not recognizing your billing descriptor on a statement. We say the given reason because it may or may not reflect the true reason. This process is called. Chargeback Reason Codes > Chip Liability Shift > Issuer Chargeback > Chip Liability Shift Program for Domestic and Intraregional Transactions Chapter 5—Compliance Case Filing Incorporated the changes announced in “AN 1677—Revised Standards—QuestionableOf course, delivery delays became a big issue with lockdowns caused by Covid-19. These companies can also handle the entire representment process. . 1 Quick Reference Lead. 70 Account number on exception file; 71 Declined authorization; 72 No authorization obtained; 73 Expired card; 74 Late. 3 is the less common version for card-present transactions. Chargeback. Timeframe: Under card network rules, a cardholder has up to 120 calendar days from the settlement date to initiate a chargeback (depending on the chargeback reason code). Complete Guide to Visa Compelling Evidence Update CE 3. Typically, cardholders file a chargeback if they were not informed of dynamic currency conversion fees or were not given the option to complete the sale in their local currency. 2 – EMV Liability Shift Non-Counterfeit Fraud 10. 1: Various content edits. 11, 16. Visa has recently announced changes to its chargeback rules. Process a canceled guaranteed reservation properly. Overall returns (all codes): 15%. MASTERCARD Reason Code Description. Chargeback Guide (PDF) - MasterCard. 0 rule changes take effect April 15,. The code can be used in multiple specific situations; when necessary, an additional message will be provided along with the reason code to inform the merchant which particular type of chargeback. However, the return request is invalid, as the customer does not have a legitimate right to a refund for one reason or another. The merchant did not receive any returned merchandise. Specify the invoice date and net due date to assign to chargebacks. Reason Codes: 22 / 23 / 32 / 35. 3 falls under the “Consumer Disputes” category. Understanding these codes can help merchants understand why chargebacks are being filed and how to prevent them in the future. Reason Code: Numeric: Code for the chargeback request (see below). Reason code 4808 – Authorization-Related Disputes; Reason code 4870 – Chip Liability Shift; Reason code 4871 – Chip & PIN Liability Shift; Reason code 4834 – ATM Dispute; Chargebacks filed with these reason codes are supported by a great deal. . These chargebacks occur to resolve chargeback-related disputes between network members. 4. Step 2: Customer initiates the chargeback. The list of chargeback reason codes in this article. Below are some examples of more common reason codes. Complaint reason_code values include: not_as_described: The buyer claims that the goods or services received differ from the merchant's description of the goods or services. The following are reason codes for the same scenario: Visa: Reason Code 30 Services not provided or merchandise not received. This release also includes the latest MasterCom related change i. When a customer who's enrolled with 3-D Secure from their bank initiates a purchase, the tool will deploy during the checkout. Review your credit card processor’s policies to understand its chargeback dispute process. Older time limits for disputes vary based on reason code; in many cases buyers have 120 days after a purchase to file a chargeback. Reason code 4870 refers to the broad category designated “No Cardholder Authorization. The following chargeback reason codes are related to EMV: Visa: 10. Chargeback Reason Codes. 11, 16. ” This code indicates the merchant waited too long to finish processing a transaction, and the account was no longer in good standing when the transaction was completed. These are only a handful of common Visa chargeback reason codes. The most comprehensive guide to chargeback reason codes. Try Shopify free for 3 days, no credit card required. A chargeback Reason Code 70 is typically issued when a merchant has processed a transaction that falls below its floor limit and either did not check the exception file or received a negative response. Sometimes, customers get wrongly debited due to manual data entry errors by the merchant’s team. Because it’s so easy for customers to initiate a chargeback, retailers are bound to experience a request at. The process is often troublesome; most times, reason codes do not show the actual basis why customer is disputing a transaction. Reason Code 02. Early Warning: Reaching a chargeback ratio of 0. Chargeback reason code 10. Explanation. Proof you have already refunded the transaction and credited the cardholder’s account. Several reason codes fall under this heading, and it is important to differentiate between chargebacks with reason code 4870 (Chip Liability Shift) from those with reason code 4871 (Chip Liability Shift Lost/Stolen/Never. Goods / Services Damaged or Defective. Here's a list of all the current Visa reason codes: Chargeback Code. Merchant processed transaction below floor limit without authorization. Visa’s rules allow merchants to. Signifyd’s Revenue Protection solution offers fraud screening services to help merchant subscribers protect against fraudulent or unauthorized activity with respect to certain e-commerce transactions, as classified by the applicable card processor’s chargeback. In these situations, a merchant’s billing descriptor is simply not recognized by the customer. High-Risk (Excessive): Reaching a chargeback ratio of. The client will send this dispute to Paymentology’s Global support team via email – support@paymentology. 70 Account number on exception file; 71 Declined authorization; 72 No authorization obtained; 73 Expired card;Reason code 4853 falls under the broad category “Cardholder Dispute,” meaning the cardholder is saying something about the transaction is wrong. 4: Other Fraud – Card-Absent Environment. Reason codes are very crucial to assist. It was originally just one facet of legacy reason code 81. They can also be caused by a merchant failing to process a cancellation promptly. Reason Code 12. Download this sample Chargeback Rebuttal Letter. The chargeback reason code. Reason Code 81: Fraud. The ECI value tells you what to do next in a 3DS transaction — proceed, reject the purchase, or try again. com shows that more than a. 4859 Addendum, No-show, or ATM Dispute. Each card network has their own set of chargeback policies and reason codes, and they frequently change them. It can range from 60 to 120 days from the billing date. Fraud (excluding chip 4870/70 and. Visa Chargeback reason code 72 is applied when merchant didn’t take approval before transaction, or obtained it after transaction date. Mastercard asserts that SecureCode will prevent unauthorized charges and reduce fraud. No two merchants will get exactly the same chargebacks for the same reasons, but there are definite patterns depending on the market you serve. Card Recovery Bulletin Authorization Visa Code: 11. Depending on the code, that could mean gathering proof of authorization, signed receipts, proof of delivery, email correspondence and/or the cardholder’s IP address with transaction date and time for online purchases. American Express chargeback reason code C31 falls under the “Card Member Disputes” category. 00. Chargeback /Dispute; Merchant Response. 11, 16. 6: Duplicate processing/Paid by other means. The financial impact of fraud and chargebacks becomes greater during a recession. The number of in-person fraud attacks attempted in the UK has dropped by 69% since 2004. 39 Reason Code 62: Counterfeit Transaction. It can range from 60 to 120 days from the billing date. Chargeback reason code 12. Use clear and consistent billing descriptors. The chargeback reason codes were created to standardize the list of acceptable reasons a bank may submit a card chargeback or a direct debit chargeback on behalf of its customer. Floor limits are typically specified in merchant processing agreements, and the exception file is part of the merchant bank's or the merchant account provider's. There are plenty of reasons as to why this would happen, hence the many. What is Visa chargeback reason code 13. 11/03/15 Updated these MasterCard Chargeback Codes: 08, 12, 31, 34, 42, 53, 55, 59, 60, 70, 71. Each chargeback has a chargeback reason code assigned to it, which is a two-digit number that corresponds to the reason the customer is disputing the charge. Acquirer Use of Message Reason Code 7623. Estimates show that friendly fraud accounts for 70% of all chargebacks. Responding to Mastercard Reason Code 4853 Chargebacks. non_receipt: The buyer claims they didn't get the goods or services. All ACH return reason codes consist of the letter “R” followed by two. Early Warning: Reaching a chargeback ratio of 0. 1: goods not received. Visa chargeback reason code 75 is filed as an honest mistake. 7 (previously legacy reason code 85, condition 2) is part of the updated version reason codes that were phased out under the Visa Claims. Friendly fraud. This provided a number of insights into the typical. Compare account numbers. How to manage chargebacks with Reason Code 70? Your response will depend on the transaction details and on the actions you have taken already. Reason code=108(chargeback) Reason code=109(Pre-arbitration). Reason Code 11. Chargeback reason code 10. As we mentioned, Visa dispute time limits for merchants are straightforward. If more information is needed, you’ll either receive an Inquiry or a Chargeback. Depending on the chargeback, the required evidence might consist of transaction receipts, particular authorization response codes, proof of delivery, correspondence with the customer, or any number of other specific documents. Always swipe the card once in the direction of the arrow shown on the reader. 2. Mastercard Chargeback Reason Code 71: Disputed Amount. Also, Ethoca Alerts only notify you of chargebacks that occur within the alert. These symbols stand for reasons why a financial institution may file a credit card chargeback from their client’s name. 65% with at least 75 total disputes. Corresponding Retrieval Reference Numbers mapped for the same Card Number and ARN in Chargeback application. Visa Claims Resolution is a Visa-specific platform that seeks to declutter and streamline the consumer dispute and chargeback resolution process. Each card network maintains reason codes to cover all the disputes that qualify for. Once you receive this notification, you have 11 days to submit a response. Visa ® has launched the CE 3. Declined Authorization Authorization Visa Code: 11. 1 Maestro chargebacks are still processed on legacy Chargeback processing as Maestro association has not switched onto MCOM interface yet. Each bank card network has its owner list of reason codes banks must prefer from. The customer regrets their purchase. The shorthand description is “Transaction Not Recognized. At Visa they used to receive reason code 98. Values are: Blank: Use the receipt G/L date. compliance process depending on whether a chargeback right exists. The shorthand description is “Late Presentment. These reason codes indicate disputes that occur as a result of inaction or wrong action on either party’s part (merchant or cardholder). What is Visa chargeback reason code 13. The merchandise was as described or was not defective. The cardholder’s bank assigns a reason code to each chargeback before sending it to the merchant. Across open networks and include account numbers sent over email, instant messaging, text, or chat. If you don’t reply in time or with . For each reason code, a definition isThe Mastercard chargeback reason codes were condensed down in 2016, like the process that Visa just underwent with Visa Claims Resolution. Chargebacks. This reason code is assigned when. Codes 51 (insufficient funds) and 05 (do not honor) are especially common. Chargeback reason American Express reason code Discover reason code Mastercard reason code Visa reason code; Cancelled subscription: C28: NF: 4841: 13. Chargeback Visa Reason Codes more detail here. Also, Ethoca Alerts only notify you of chargebacks that occur within the alert. The network hasn't wholly disallowed some old codes. Most commonly a Reason Code 70 chargeback occurs when the merchant processes a transaction below its floor limit without making sure that the exception file had been checked. Mastercard Chargeback Reason Code 73: Duplicate Transaction. ACH return codes identify the reason an ACH payment was returned by the recipient's bank. Declined Authorization Authorization Visa Code: 11. A chargeback happens when a customer asks their card-issuing bank to reverse a transaction. message. VCR tables (Figures 1 and 2) map the old Reason Code to its new Reason Code. Chargeback Reason Codes > Chip Liability Shift > Issuer Chargeback > Chip Liability Shift Program for Domestic and Intraregional Transactions Chapter 5—Compliance Case. Other reasons for a “not as described” chargeback can include merchandise that was damaged or defective. MDR also retired reason code 4840 – Fraudulent Processing of Transactions. Use this guide as a quick resource for Visa chargeback reasons at a. PIN data required. Using the same link provided above, contact PayPal to report the scam. 24%: 60. At Visa they used to receive reason code 98. 00, an authorization should be requested for $70. Some of the reasons why the order did not reach the cardholder can be as follows: The merchant did not provide the services;Reason Code 53 Re-presentment Conditions. A chargeback happens when a customer requests for a transaction to be. Visa groups its various reason codes into several broad dispute categories. related Chargebacks (Reason Codes 4837, 4840, 4849, 4863, 4870, and 4871), Chip/PIN Liability Shift (Reason Code 4871) section. MASTERCARD. Make sure you differentiate between card-absent and card-present transactions during clearing by noting internet phone, or mail orders. 3: Not as described or defective merchandise: VCR Dispute Reason Code 13. Merchants. . 3 is an updated version of legacy Visa reason code 72, which was phased out under the Visa Claims Resolution initiative. Visa’s 22 chargeback reason codes will be merged into client disputes – fraud, authorization, processing errors, and four guidelines. About American Express chargeback reason codes. 4: Other fraud: Card-absent environment: VCR Dispute Reason Code 13. The reason code also presents a timeline to fight the chargeback and what evidence is needed to reverse the chargeback. ”.