Fraud

Description

Fraudulent Multiple Transactions

Typical Causes

  1. Merchant fails to void multiple transactions of a single Credit Card account.
  2. Merchant tried to process multiple transactions fraudulently.
  3. Cardholder authorized the transaction earlier, but later denied.

Prevention Steps

  1. Merchant should void the transaction in that Customer not participate.
  2. Merchant process Credit immediately if Multiple transactions held from a single credit card account of the same product.
  3. Merchant should share all Policies with Customers and let them know about the Orders and Offers.
  4. Always request to Cardholder to sign the policies in addition to the final transaction receipt.
  5. Train employees to operate point-of-sale terminals and void transactions.

Learn More about Visa Chargeback Reason Code 57: Fraud

Description

Counterfeit Transaction

Typical Causes

  1. The cardholder denies authorizing or participating in the transaction that was completed with a counterfeit card in a Card Present environment.
  2. The issuer reported the transaction as counterfeit Fraud Activity through VisaNet and online authorization was obtained without transmission of the entire unaltered data on track 1 or track 2, or full-chip data. OR The cardholder denies authorizing or participating in the transaction completed with a counterfeit card in a Card Present environment and the card is a chip card (first digit of the Service Code is 2 or 6).
  3. Furthermore, either the transaction did not take place at a chip-reading device (terminal entry capability code was not 5) or, for transactions not involving a Europe Member, the transaction was chip-initiated and, if the transaction was authorized online, the acquirer did not transmit the full-chip data to Visa in the authorization request.

Learn More about Visa Chargeback Reason Code 62: Fraud

Description

Fraud – Card-Present Environment

Typical Causes

The cardholder did not authorize or participate in a Card Present environment transaction.

OR

A fraudulent transaction was completed in a Card Present environment using an account number for which no valid card was issued or is outstanding, and no authorization was obtained.

Learn More about Visa Chargeback Reason Code 81: Fraud

Description

Fraud – Card-Absent Environment

Typical Causes

The cardholder did not authorize or participate in a transaction conducted in a Card Not Present environment.

OR

A fraudulent transaction was completed in a Card Not Present environment using an account number for which no valid card was issued or is outstanding, and no authorization was obtained.

Learn More about Visa Chargeback Reason Code 83: Fraud

Description

Visa Fraud Monitoring Program

Typical Causes

Visa notified the issuer that the transaction was identified by the Visa Fraud Monitoring Program and the issuer has not successfully charged back the transaction under another reason code.

Learn More about Visa Chargeback Reason Code 93: Fraud

Description

EMV Liabilty Shift Counterfeit Fraud

Time Limit (Issuer/Cardholder)

120 days

Time Limit (Acquirer/Merchant)

30 days (cut to 20 days in 2019)

Typical Causes

The cardholder has a chip card and someone made a counterfeit copy of it. You processed a transaction with the counterfeit card on a terminal that wasn’t EMV-compliant rather than using a chip reading device that would have detected the fraud. Now, the cardholder claims the purchase was unauthorized.

Prevention Steps

  1. Only use EMV-compliant terminals.
  2. Always use the correct cardholder verification method—signature, PIN, etc.
  3. Create an electronic or manual imprint for every card-present transaction.

Learn More about Visa Chargeback Reason Code 10.1: Fraud

Description

EMV Liabilty Shift Non-Counterfeit Fraud

Time Limit (Issuer/Cardholder)

120 days

Time Limit (Acquirer/Merchant)

30 days (cut to 20 days in 2019)

Typical Causes

The cardholder has a PIN-preferring chip card, but you didn’t use a chip-reading device to process the transaction or used a chip-reading device that wasn’t PIN compliant. Now, the cardholder claims the purchase was unauthorized.

Prevention Steps

  1. Only use EMV-compliant terminals.
  2. Always use the correct cardholder verification method—signature, PIN, etc.
  3. Create an electronic or manual imprint for every card-present transaction.

Learn More about Visa Chargeback Reason Code 10.2: Fraud

Description

Other Fraud: Card-Present Environment/Condition

Time Limit (Issuer/Cardholder)

120 days

Time Limit (Acquirer/Merchant)

30 days (cut to 20 days in 2019)

Typical Causes

The cardholder claims the transaction was unauthorized and it was either a key-entered or unattended transaction.

Prevention Steps

  1. Use fallback options—like manually entering transaction data—as a last resort.
  2. If you do perform a key-entered transaction, make a manual imprint of the card.
  3. Make sure you differentiate between card-absent and card-present transactions during clearing by noting internet phone, or mail orders.

Learn More about Visa Chargeback Reason Code 10.3: Fraud

Description

Other Fraud - Card- Absent Environment

Time Limit (Issuer/Cardholder)

120 days

Time Limit (Acquirer/Merchant)

30 days (cut to 20 days in 2019)

Typical Causes

The cardholder claims a card-not-present transaction was unauthorized.

Prevention Steps

  1. Consider using all the tools available to you—including Visa Secure, card security code (CVV2), and Address Verification Service (AVS).
  2. Use pre-sale fraud detection service providers that can help verify the cardholder’s identity, detect potential criminal activity, and reduce the risk of accepting unauthorized transaction.
  3. Use a billing descriptor that is easily recognized by the cardholder.
  4. Always submit an authorization request, no matter the transaction amount.
  5. Make sure you differentiate between card-absent and card-present transactions during clearing by noting internet, phone, or mail orders.

Learn More about Visa Chargeback Reason Code 10.4: Fraud

Description

Visa Fraud Monitoring Program

Time Limit (Issuer/Cardholder)

120 days

Time Limit (Acquirer/Merchant)

30 days (cut to 20 days in 2019)

Typical Causes

Your business is enrolled in the Visa Fraud Monitoring Program and the issuer was allowed to dispute the fraudulent transaction.

Prevention Steps

Monitor your fraud-to-transaction ratio and take necessary steps to prevent breaching thresholds established by Visa.

Learn More about Visa Chargeback Reason Code 10.5: Fraud

Authorization

Description

Card Recovery Bulletin or Exception File

Typical Causes

  1. The transaction was below the merchant's floor limit and the merchant did not obtain authorization.
  2. On the transaction date, the account number was listed in the Card Recovery Bulletin for the Visa Region where the merchant is located (All excluding US Domestic).

Learn More about Visa Chargeback Reason Code 70: Authorization

Description

Declined Authorization

Typical Causes

An Authorization Request received a Decline or Pickup Response and the merchant completed the transaction.

OR

An Authorization Request for a magnetic stripe-read or chip-initiated transaction using a counterfeit card received a Decline Response, or a Pickup Response and a subsequent authorization was obtained by a means other than Voice Authorization. The merchant completed the transaction.

Learn More about Visa Chargeback Reason Code 71: Authorization

Description

No Authorization

Typical Causes

Correct and valid authorization was not obtained by the merchant.

Learn More about Visa Chargeback Reason Code 72: Authorization

Description

Expired Card

Typical Causes

A merchant completed a transaction with a card that expired before the transaction date and did not obtain authorization.

Learn More about Visa Chargeback Reason Code 73: Authorization

Description

Service Code Violation

Typical Causes

A merchant did not obtain authorization and completed a magnetic stripe-read transaction on either a Visa Electron card, a Visa card in a registered positive Authorization (X2X Service Code) account range, or in the Europe Region, a card with a service code that indicated either: the card was invalid for the transaction type or online authorization was required (All excluding US Domestic).

Learn More about Visa Chargeback Reason Code 78: Authorization

Description

Card Recovery Bulletin

Time Limit (Issuer/Cardholder)

75 days

Time Limit (Acquirer/Merchant)

30 days (cut to 20 days in 2019)

Typical Causes

The transaction was above your floor limit, but you didn’t request authorization. Since the authorization process wasn’t used, you didn’t realize the account number was listed in the Card Recovery Bulletin and the transaction should have been terminated.

Prevention Steps

  1. Always send an authorization request before processing a transaction if the amount is above your floor limit.
  2. Check the Card Recovery Bulletin if the transaction is below your floor limit.
  3. If you process transactions with multiple authorizations, make sure you fully understand Visa’s rules and regulations.

Learn More about Visa Chargeback Reason Code 11.1: Authorization

Description

Declined Authorization

Time Limit (Issuer/Cardholder)

75 days

Time Limit (Acquirer/Merchant)

30 days (cut to 20 days in 2019)

Typical Causes

You received a Decline or Pickup authorization response, but chose to complete the transaction anyway.

Prevention Steps

  1. If you receive a Decline or Pickup authorization response, either terminate the transaction or submit a second authorization request. Never proceed without authorization.
  2. If you process transactions with multiple authorizations, make sure you fully understand Visa’s rules and regulations.

Learn More about Visa Chargeback Reason Code 11.2: Authorization

Description

No Authorization

Time Limit (Issuer/Cardholder)

75 days

Time Limit (Acquirer/Merchant)

30 days (cut to 20 days in 2019)

Typical Causes

The transaction was processed without any attempt to gain authorization, or authorization was requested after the fact or for a different amount.

Prevention Steps

  1. Always send an authorization request before processing a transaction if the amount is above your floor limit.
  2. If you process transactions with multiple authorizations, make sure you fully understand Visa’s rules and regulations.

Learn More about Visa Chargeback Reason Code 11.3: Authorization

Processing Errors

Description

Late Presentment

Time Limit (Issuer/Cardholder)

120 Days

Time Limit (Acquirer/Merchant)

30 days (cut to 20 days in 2019)

Typical Causes

The merchant does not process a transaction in a timely manner; the account was no longer in good standing at the time of processing.

Prevention Steps

Make sure you send completed transactions to your payment processor within the timeframe specified in your merchant agreement. A good practice is to submit transactions on the day of the sale or as soon as possible.

Learn More about Visa Chargeback Reason Code 12.1: Processing Errors

Description

Incorrect Transaction Code

Time Limit (Issuer/Cardholder)

120 Days

Time Limit (Acquirer/Merchant)

30 days (cut to 20 days in 2019)

Typical Causes

The merchant processed a debit instead of a credit, processed a credit instead of processing a reversal, or in some other way processed a transaction that differed from the obtained authorization.

Prevention Steps

Hold regular staff training sessions to ensure everyone on your team knows how to correctly process transactions, refunds, and adjustments.

Learn More about Visa Chargeback Reason Code 12.2: Processing Errors

Description

Incorrect Currency

Time Limit (Issuer/Cardholder)

120 Days

Time Limit (Acquirer/Merchant)

30 days (cut to 20 days in 2019)

Typical Causes

The transaction currency differs from the currency transmitted through Visa; the cardholder was not advised or did not agree that Dynamic Currency Conversion (DCC) would occur.

Prevention Steps

  1. Don’t automatically apply Dynamic Currency Conversion (DCC) to to transactions. Give customers the option to select the service if they are interested, but don’t require its use.
  2. Have systems in place to manage multiple currencies. Make sure staff are trained on procedures.

Learn More about Visa Chargeback Reason Code 12.3: Processing Errors

Description

Incorrect Account Number

Time Limit (Issuer/Cardholder)

120 Days

Time Limit (Acquirer/Merchant)

30 days (cut to 20 days in 2019)

Typical Causes

The transaction was processed to an incorrect account number; the adjustment was processed more than 45 days from transaction date; an adjustment was posted to a "closed" or "non-sufficient funds" account more than 10 days after the transaction date; an adjustment was processed more than once for the same transaction; the cardholder disputes the validity of the adjustment.

Prevention Steps

  1. Always request authorization before completing a transaction.
  2. If an authorization request is denied, stop the transaction and ask for an alternate form of payment.
  3. Always swipe or dip a card—only use fall-back options in emergency situations.

Learn More about Visa Chargeback Reason Code 12.4: Processing Errors

Description

Incorrect Amount

Time Limit (Issuer/Cardholder)

120 Days

Time Limit (Acquirer/Merchant)

30 days (cut to 20 days in 2019)

Typical Causes

The cardholder claims the transaction amount is incorrect. - An error was made entering numbers manually; the amount of the transaction was changed without the cardholder's consent.

Prevention Steps

  1. Unless authorized, never change the amount of a completed transaction without the cardholder’s consent.
  2. Use caution when entering handwritten transaction information.
  3. Always swipe or dip a card—only use fall-back options in emergency situations.

Learn More about Visa Chargeback Reason Code 12.5: Processing Errors

Description

Duplicate Processing/Paid By Other Means

Time Limit (Issuer/Cardholder)

120 Days

Time Limit (Acquirer/Merchant)

30 days (cut to 20 days in 2019)

Typical Causes

The merchant tries to submit multiple batches at one time; the transaction has multiple receipts; the transaction is duplicated in the merchant's system; the transaction was processed but the cardholder paid for the same merchandise or service by other means.

Prevention Steps

  1. If you notice a duplicate transaction, issue a credit as soon as possible.
  2. Double check all transaction receipts before they are deposited.
  3. Only send batches one time.
  4. If the customer wants to change to a different form of payment after initially offering the payment card, be sure to void the charge.

Learn More about Visa Chargeback Reason Code 12.6: Processing Errors

Description

Invalid Data

Time Limit (Issuer/Cardholder)

75 days

Time Limit (Acquirer/Merchant)

30 days (cut to 20 days in 2019)

Typical Causes

The merchant submits an authorization request containing an incorrect transaction date, MCC, merchant or transaction type indicator, country or state code, or other required field.

Prevention Steps

  1. Supply all necessary information with each authorization request, including transaction date, MCC, transaction type indicator, country code, and state code.
  2. Make sure your correct MCC is used in the authorization request and it matches what will be sent with transaction clearing.

Learn More about Visa Chargeback Reason Code 12.7: Processing Errors

Card Member Disputes

Inquiry/Miscellaneous

Not Classified

Expired

Services

Dispute Compliance

Point-of-Interaction Error

Description

Late Presentment

Typical Causes

The transaction was not processed within the required time limit and the account number was not in good standing on the chargeback processing date.

OR

The transaction date is more than 180 calendar days before the processing date.

Learn More about Visa Chargeback Reason Code 74: Point-of-Interaction Error

Description

Incorrect Currency or Transaction Code

Typical Causes

This chargeback involves the use of an incorrect currency or transaction code.

Learn More about Visa Chargeback Reason Code 76: Point-of-Interaction Error

Description

Non-Matching Account Number

Typical Causes

The merchant or the acquirer processed a transaction that did not receive an authorization and used an account number that does not match any account number on the issuer's master file.

OR

The originating member processed an original credit transaction using an account number that does not match any account number on the issuer's master file.

Learn More about Visa Chargeback Reason Code 77: Point-of-Interaction Error

Description

Incorrect Transaction Amount or Account Number

Typical Causes

The acquirer processed an adjustment of an ATM cash disbursement or a PIN-authenticated Visa Debit transaction and one of the following; the adjustment contains either: an incorrect account number or a non-matching account number, the adjustment posted to a "closed" or "non-sufficient funds" account and the adjustment was processed more than 10 days after the transaction date, the adjustment was processed more than 45 days from transaction date, an adjustment was processed more than once for the same transaction, or the cardholder disputes the validity of the adjustment because of the adjustment amount or because the original transaction was cancelled or reversed (US Domestic).

Learn More about Visa Chargeback Reason Code 80: Point-of-Interaction Error

Description

Duplicate Processing

Typical Causes

A single transaction was processed more than once using the same account number.

Learn More about Visa Chargeback Reason Code 82: Point-of-Interaction Error

Description

Paid by Other Means

Typical Causes

The cardholder paid for the same merchandise or service by other means.

Learn More about Visa Chargeback Reason Code 86: Point-of-Interaction Error

Cardholder Disputes

Consumer Disputes

Description

Services Not Provided or Merchandise Not Received

Typical Causes

The cardholder participated in the transaction, but the cardholder or an authorized person did not receive the goods or services because the merchant was unwilling or unable to provide the goods or services.

Learn More about Visa Chargeback Reason Code 30: Consumer Disputes

Description

Cancelled Recurring Transaction

Typical Causes

The cardholder withdrew permission to charge the account for a recurring transaction or, in the Europe Region, an installment transaction (All Regions)

OR

The acquirer or merchant received notification that the cardholder's account was closed or, in the Europe Region, facilities were withdrawn or the cardholder was deceased, before the transaction was processed (All Regions).

OR

The transaction amount was not within the range of preauthorized amounts by the cardholder, or the merchant had agreed to notify the cardholder before processing each recurring transaction, and the merchant either: did not notify the cardholder in writing at least 10 calendar days before the transaction date, or notified the cardholder at least 10 calendar days before the transaction date but the cardholder did not consent to the charge (US/Domestic Only).

Learn More about Visa Chargeback Reason Code 41: Consumer Disputes

Description

Not as Described or Defective Merchandise

Typical Causes

Either the goods or services did not match what was described on the transaction receipt or other documentation presented at the time of purchase.

OR

The merchandise received by the cardholder was damaged or defective (All excluding France Domestic).

OR

The cardholder disputes the quality of the goods or services (All excluding France Domestic).

Learn More about Visa Chargeback Reason Code 53: Consumer Disputes

Description

Transaction Not Recognized

Typical Causes

The cardholder does not recognize the transaction and additional information beyond the data required in the clearing record is needed to assist the cardholder in identifying the transaction.

Prevention Steps

**NOTE: As of April 13, 2018, Visa has officially retired chargeback reason code 75. The post below contains legacy information pertaining to the formerly-common Visa chargeback reason code 75

  1. Visa chargeback reason code 75 is filed as an honest mistake. In these situations, a merchant’s billing descriptor is simply not recognized by the customer. Thus, the easiest way to prevent chargeback reason code 75 from being filed is to use a billing descriptor that is easily recognizable.
  2. Carefully consider the use of soft billing descriptors versus hard descriptors. A hard descriptor will be the same on all card statements, regardless of the items sold. A soft billing descriptor will adapt to better reflect the purchase (including the exact items purchased, for example).
  3. Being consistent with the business’s name in all marketing materials, receipts, invoices, social media accounts, and emails can also reduce the likelihood that customers will file a reason code 75 chargeback.
  4. Also, be sure to communicate regularly with customers. Keep the business fresh in their minds. This is especially important if the cardholder is involved in recurring payments. 

Learn More about Visa Chargeback Reason Code 75: Consumer Disputes

Description

Credit Not Processed

Typical Causes

The cardholder received a credit or voided transaction receipt that was not processed (Europe and Interregional including Europe). OR The cardholder cancelled or returned merchandise, cancelled services, cancelled a timeshare transaction, or cancelled a Guaranteed Reservation and the merchant did not process a credit or voided transaction receipt. And, either the merchant did not properly disclose or did disclose, but did not apply, a limited return or cancellation policy at the time of the transaction, or in the Europe Region, the merchandise or services relate to an off-premises, distance selling contract (as set out in the EU Directive and amended from time to time) which is always subject to a 14-day cancellation period. (All Regions). OR An original credit transaction was not accepted because either: the recipient refused the original credit transaction, or original credit transactions are prohibited by applicable laws or regulations.

Prevention Steps

A reason code 85 chargeback can result from one of two things: merchant error or friendly fraud. Prevention tactics must adequately address both sources.

  1. Adhere to return and cancellation requests in a timely manner.
  2. Make customers aware of all return and cancellation policies before completing the transaction.
  3. Clearly explain situations that violate the return policy or don’t qualify for a refund.
  4. Write a lenient return and exchange policy.
  5. Share contact information and respond to cardholders’ attempts at communication.
  6. Dispute known cases of friendly fraud to challenge illegitimate cardholder behavior.

Learn More about Visa Chargeback Reason Code 85: Consumer Disputes

Description

Non-Receipt of Cash or Load Transaction Value at ATM

Typical Causes

The cardholder participated in the transaction and did not receive cash or load transaction value, or received a partial amount.

Learn More about Visa Chargeback Reason Code 90: Consumer Disputes

Description

Merchandise/Services Not Received

Time Limit (Issuer/Cardholder)

120 Days

Time Limit (Acquirer/Merchant)

30 days (cut to 20 days in 2019)

Typical Causes

The customer claims you didn’t provide the goods or services as promised. The merchant delays delivery; the merchant charges the cardholder prior to shipping or delivery; the merchant ships on time or has the product available for pick-up but does not inform the customer; the cardholder fraudulently claims the goods or service did not arrive.

Prevention Steps

  1. Abide by the delivery date you promised.
  2. Have merchandise ready for pickup at the time you specified it would be available.
  3. Make sure you accurately describe the services that will be provided.
  4. Don’t charge the card until the merchandise has been shipped.
  5. Notify the customer as soon as possible if merchandise is out of stock or the delivery will be delayed.

Learn More about Visa Chargeback Reason Code 13.1: Consumer Disputes

Description

Cancelled Recurring Transaction

Time Limit (Issuer/Cardholder)

120 Days

Time Limit (Acquirer/Merchant)

30 days (cut to 20 days in 2019)

Typical Causes

The cardholder claims you processed a recurring transaction after they requested a cancellation or you processed a recurring transaction on an account that had been closed. The cardholder withdraws permission to charge the account or cancels payment for subscription; cardholder or issuing bank cancels the account; merchant neglects to cancel a recurring transaction; merchant processes a transaction after being notified the cardholder's account was closed.

Prevention Steps

  1. Make sure qualified cancellation and non-renewal requests are fulfilled promptly.
  2. Send a notification after you’ve cancelled the recurring payment.
  3. If new fees are incurred after the cancellation, communicate with the cardholder about how those charges should be handled.
  4. Clearly and concisely communicate your cancellation policy and make it easy for customers to find the information.
  5. Remind customers of upcoming charges, especially if a significant amount of time passes between each recurring billing cycle.
  6. Use Visa Account Updater to replace outdated cardholder information with new data before you process the next recurring transaction.

Learn More about Visa Chargeback Reason Code 13.2: Consumer Disputes

Description

Not As Described Or Defective Merchandise/Services

Time Limit (Issuer/Cardholder)

120 Days

Time Limit (Acquirer/Merchant)

30 days (cut to 20 days in 2019)

Typical Causes

  1. The cardholder claims goods or services provided didn’t match the description listed or verbally provided at the time of purchase, were defective or damaged, or the quality wasn’t what was expected.
  2. The merchandise was damaged in transit; the merchandise does not match the merchant's description; the cardholder disputes the quality of the product; the cardholder fraudulently claims the merchandise is damaged. (Note: Merchant may not direct the customer to the manufacturer for resolution. Also, this reason code supersedes merchants' return policy.)

Prevention Steps

  1. Make sure all service and merchandise descriptions are complete, accurate, and not misleading.
  2. Use the correct size boxes and sufficient packing material so items won’t break in transit.
  3. Make sure your fulfillment department is familiar with your merchandise, has a complete understanding of what has been purchased, and knows what to ship.
  4. Resolve the issue yourself. Don’t refer the cardholder to the manufacturer instead.

Learn More about Visa Chargeback Reason Code 13.3: Consumer Disputes

Description

Counterfeit Merchandise

Time Limit (Issuer/Cardholder)

120 Days

Time Limit (Acquirer/Merchant)

30 days (cut to 20 days in 2019)

Typical Causes

The merchant is unaware of the counterfeit merchandise; the customer fraudulently claims the goods are not genuine. (Note: This reason code supersedes merchants' return policy.)

Prevention Steps

  1. Only sell genuine merchandise.
  2. Make sure all product descriptions are complete, accurate, and not misleading.

Learn More about Visa Chargeback Reason Code 13.4: Consumer Disputes

Description

Misrepresentation

Time Limit (Issuer/Cardholder)

120 Days

Time Limit (Acquirer/Merchant)

30 days (cut to 20 days in 2019)

Typical Causes

The merchant's product descriptions are vague, inaccurate, or insufficient. Examples of typical merchant types for this dispute include: timeshare reseller, debt consolidation, credit repair, foreclosure relief services, investment products, and the like. (Note: This reason code supersedes merchants' return policy.)

Prevention Steps

  1. Make sure all descriptions of the services or merchandise are complete, accurate, and not misleading.
  2. Clearly and concisely communicate your terms of service and make it easy for customers to find the information.
  3. Fully comply with all of Visa’s requirements for free trials, introductory offers, and upsells.

Learn More about Visa Chargeback Reason Code 13.5: Consumer Disputes

Description

Credit Not Processed

Time Limit (Issuer/Cardholder)

120 Days

Time Limit (Acquirer/Merchant)

30 days (cut to 20 days in 2019)

Typical Causes

The merchant didn't credit the account; the merchant issued the credit but not in time to be posted to the customer's most recent statement; the customer misunderstood the return policy; the merchant processed a transaction receipt that should have been voided.

Prevention Steps

  1. Take care not to accidentally process transactions that should be voided or cancelled.
  2. Adhere to any promises for credits or refunds.
  3. Fulfill all qualified cancellations or refund requests promptly so the credit will appear on the cardholder’s next statement.

Learn More about Visa Chargeback Reason Code 13.6: Consumer Disputes

Description

Cancelled Merchandise / Services

Time Limit (Issuer/Cardholder)

120 Days

Time Limit (Acquirer/Merchant)

30 days (cut to 20 days in 2019)

Typical Causes

  1. The cardholder claims to have returned merchandise or cancelled a service, but credit hasn’t been applied to the cardholder’s statement yet.
  2. The merchant has not yet issued a due credit; issued the credit but it hasn't posted to the customer's account yet; the merchant the customer misunderstood or was never clear on the return policy.

Prevention Steps

  1. If you never received returned merchandise from the cardholder, provide documentation that proves inaction on the cardholder’s part.
  2. If you received returned merchandise but didn’t accept it because it violated your return policy, provide documentation that proves you refused delivery for the merchandise and why. Share your return policy, note that it was displayed prominently, and show that the cardholder agreed to the terms at the time of the purchase.
  3. If the cardholder didn’t abide by your cancellation policy, provide documentation that proves why you didn’t fulfill the cancellation requisition. Share your cancellation policy, note that it was displayed prominently, and show that the cardholder agreed to the terms at the time of the purchase.
  4. If you fulfilled the cancellation request but the cardholder continued to use the services, provide documentation that proves the charge covers services used after the cancellation.
  5. If the dispute is invalid, provide documentation that proves the reasoning: the dispute is based solely on claims related to the quality of purchased items, or the dispute amount includes the cash-back portion of the transaction, or the merchandise cleared the merchant’s customs but is being held by the customer’s customs agency.
  6. If you have already processed a refund for the transaction in question, provide documentation that proves you have credited the cardholder’s account.
  7. If the cardholder no longer wishes to dispute the transaction, provide documentation that proves the issue has been resolved.

Learn More about Visa Chargeback Reason Code 13.7: Consumer Disputes

Description

Original Credit Transaction Not Accepted

Time Limit (Issuer/Cardholder)

120 Days

Time Limit (Acquirer/Merchant)

30 days (cut to 20 days in 2019)

Typical Causes

The cardholder did not accept the credit or local laws prohibit the issuer from allowing original credit transactions (OCTs).

Prevention Steps

  1. Maintain accurate records
  2. Familiarize yourself with usage laws for areas you serve

Learn More about Visa Chargeback Reason Code 13.8: Consumer Disputes

Description

Non-Receipt of Cash or Load Transaction Value

Time Limit (Issuer/Cardholder)

120 Days

Time Limit (Acquirer/Merchant)

30 days (cut to 20 days in 2019)

Typical Causes

The cardholder claims not to have received cash or only received a partial amount from an ATM withdrawal. Or, the cardholder did not receive the correct load transaction value.

Prevention Steps

  1. Reconcile ATMs promptly.
  2. Adjust out-of-balance ATMs.
  3. Process a credit as soon as possible if you notice a discrepancy.

Learn More about Visa Chargeback Reason Code 13.9: Consumer Disputes