Dispute Conditions
13.1 covers this statement
What is Merchandise/Services Not Received
The issuer's opening move on the cardholder's behalf
What is a dispute
The compelling evidence includes.
What is name and address?
This category numbered 10 covers unauthorized and counterfeit transactions.
What is Fraud?
A cardholder buys a couch online, the merchant ships it, tracking shows delivery to the cardholder's address with signature, but the cardholder files claiming they never authorized the purchase. The merchant holds AVS match, delivery confirmation and a prior undisputed order to the same address.
What is 10.4?
13.2 applies when a cardholder is billed after doing this to a recurring subscription
What is cancelling it
When the acquirer rejects the representment and escalates the case
What is pre-arbitration?
What is 59 days?
Code 12 covers transactions with these kind of mistakes, like wrong amounts.
What are processing errors?
A gym charges a member's card on the 1st for the monthly fee. The member emailed to cancel on the 20th of the prior month and has the confirmation reply. The gym billed anyway.
What is 13.2.
13.3 covers merchandise or services that were not this
What is Not as Described
If pre-arb doesn't resolve it, VISA itself issues a binding ruling in this final stage
What is arbitration?
The receiving bank has this many days to accept or reject a pre-arb before it can go to arbitration
What is 30 days?
Code 13, covers buyer vs. merchant issues.
What is consumer disputes?
A restaurant swipes a card for 54,000$, the terminal times out, the server runs it again and both authorizations clear and settle. The cardholder is billed twice for one meal.
What is 12.6.1 (duplicate processing)?
13.6 applies when a cardholder receives this from the merchant.
What is credit voucher?
The acquirer's response
What is representment
If the acquirer accepts the pre-arbitration, this happens to the disputed funds.
What is they're returned (liability accepted)?
Deals with car rental issues
What is pre-compliance?
A cardholder returns a defective blender to the store on June 3rd and get a 'refund receipt', but no credit ever posts to the account. The store confirms the return in its system but says the credit "didn't go through"
What is 13.6?
13.5 covers specific scenarios regarding timeshares.
What is timeshare resellers?
Visa charges this to the party that loses in arbitration
What is arbitration filing fee/600$ USD?
If arbitrations fails, one final process remain that allows collaboration with the acquirer.
What is good faith?
Code 11 deals with problems of transactions and communication between merchant and issuer
What is autorization?
A merchant received a chargeback under 13.1 for a digital software license. In representment, the merchant provides the license key, the activation IP matching the cardholder's location, and login timestamps showing the product was downloaded and used. The issuer still pushes back, arguing the cardholder claims the download was corrupted and unusable.
What is 13.3?