“400 Bad Request”

The JSON standard mandates that string characters are encoded using UTF-8. Such characters may result in multiple bytes per character. Any JSON request that is not well-formed according to the JSON standard will not be processed successfully.

To address this issue:


“401 Authorization Required”

The following is an example response that may be returned:

<title>401 Authorization Required</title>
<h1>Authorization Required</h1>
<p>This server could not verify that you
are authorized to access the document
requested.  Either you supplied the wrong
credentials (e.g., bad password), or your
browser doesn't understand how to supply
the credentials required.</p>

To address this issue:


“10205 Malformed JSON”

The following is an example response that may be returned:

{"requestreference":"W23-rd55dned","version":"1.00","response":[{"errorcode":"10205","requesttypedescription":"ERROR","transactionstartedtimestamp":"2016-11-10 12:18:50","errormessage":"Malformed JSON","errordata":["invalid json"]}],"secrand":"Z0Xk"}

To address this issue:


“60018 Invalid requesttype”

The following is an example response that may be returned:

{"requestreference":"W72-g9wv2j5c","version":"1.00","response":[{"errorcode":"60018","requesttypedescription":"ERROR","transactionstartedtimestamp":"2017-04-19 12:56:11","errormessage":"Invalid requesttype"}],"secrand":"qTFlr"}

The above error can be caused when malformed JSON is submitted in the request.

To address this issue:


“60019 No searchable filter specified”

The following is an example response that may be returned:

{"requestreference":"W72-g9wv2j5c","version":"1.00","response":[{"errorcode":"60019","requesttypedescription":"TRANSACTIONUPDATE","transactionstartedtimestamp":"2016-11-29 12:06:42","errormessage":"No searchable filter specified"}],"secrand":"qTFlr"}

To address this issue:

First of all, ensure that you have specified a supported filter in the request, and that this has been spelt correctly. If the error still occurs, this could be because the formatting of the filter fields is incorrect. Please ensure the filter tag has the same structure as in the examples provided in the transaction query or transaction update documentation, depending on the type of request you are attempting to submit.


Transaction update errors

If you are having problems when performing updates, please check the following:


Error code Error message Next steps
0 Ok The update was processed successfully.
30000 Invalid field The errordata field returned in the response should contain the name of the field that was submitted with invalid data. Please ensure the data meets our specification.
60011 Wrong number of transactions Only one transaction can be updated in a TRANSACTIONUPDATE request. Please ensure the filters specify only one valid transaction.
60013 No valid updates specified You are only able to update the fields listed on the Transaction Updates page. If you attempt to update any other fields, you will be returned this message in the response.
60014 Transaction reference not found Please ensure you have submitted the correct transaction reference in the request.
60016 settlebaseamount too large When updating the transaction settlebaseamount, the value can never be greater than the amount originally authorised by your bank. Therefore, please ensure this value is equal to or lower than the authorised amount.
60017 Transaction not updatable Transactions can only be updated when in settlestatus “0”, “1” or “2”. Click here to learn more about settlement.
60018 Invalid requesttype You can only update requests with the request types listed on the Transaction Updates page.
60019 No searchable filter specified Please ensure you have submitted valid filters in the request, so we can correctly identify the transaction you would like to update.


Life ring

We’re here to help

If you require further assistance, please get in touch with our Support Team.


A chargeback is the return of funds to a customer, on request of their bank, in order to resolve a disputed payment.

Any queries about implementing or processing chargeback transactions on your account should be directed to your acquiring bank. We only provide reporting on chargebacks for certain acquiring banks. Please contact our Support team for further information.

Chargebacks can only occur after the Settlement of funds has taken place. Each chargeback transaction has a parenttransactionreference field that contains a reference to the original transaction.

Listed below are three common scenarios that may result in a chargeback:


Process overview

The customer disputes a settled transaction by contacting their bank.
The customer’s bank authorises a chargeback and informs your acquiring bank of the situation. The disputed funds are returned to the customer.
We receive details of a chargeback against a settled transaction and generate a CHARGEBACK transaction in our system, which is linked to the original AUTH. (We perform checks for chargebacks on a daily basis).


The request type of the transaction generated will be “CHARGEBACK”.
Each chargeback is represented on our records as an independent transaction with a unique transaction reference.
Chargebacks are shown with a settlestatus of 100 (“settled”).


Please be aware of the following

  • The value of the parenttransactionreference field in a chargeback always refers to the original authorisation processed. The value of the settlestatus for this AUTH remains at 100.
  • In some cases, a single payment may be subject to multiple CHARGEBACK requests. For further information, please contact your acquiring bank.
  • Notifications of chargebacks are optional and you must contact our Support team to activate this functionality on your account.


Disputing chargebacks

It may be possible for you to dispute a chargeback if you have reasonable cause for doubting the customer’s case (e.g. a customer claims a package was not delivered but the package was signed for). For any queries relating to chargebacks processed on your account, please contact your acquiring bank.


Reporting chargebacks

We provide two methods for keeping track of chargebacks processed on your account:


Configuring URL notifications

We recommend that you configure automated notifications on your account when implementing payment types where chargebacks can occur. Please contact our Support team for further information.


Viewing chargeback transactions in MyST

Transaction search page

Chargebacks processed against transactions on your site reference(s) can be viewed on the MyST “Transaction search” page.



After submitting a search, you will be presented with a list of Chargebacks that meet your search criteria:



Refer to our MyST documentation for further information on searching for transactions.


Transaction details page

Chargebacks can also be seen when viewing a transaction in MyST.



Refer to our MyST documentation for further information on searching for transactions.

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