Visa Non-Fraud Dispute
This term refers to when a cardholder questions a transaction they did authorize.
What is a non-fraud dispute?
This document proves that a customer agreed to terms and completed a purchase.
What is a signed receipt or order confirmation?
Reason code 13.4 relates to this type of complaint.
What is counterfeit?
If a client has more than 2 disputes what would the cardholder need to submit?
What is a cardholder letter?
Responding to a Pre arb with clear evidence can prevent this costly consequence.
What is a chargeback fee or revenue loss?
Visa reason code 13.1 is used when the cardholder claims this was not delivered.
What is merchandise or services not received?
This code is used when a recurring payment was cancelled but still charged.
What is reason code 13.2 (Cancelled Recurring Transaction?
13.6 disputes often involve this common complaint about price.
What is a credit not processed or incorrect transaction amount?
What are the callout guidelines for Pre chargeback non fraud?
What is 1 callout <500/ close and 2 >500 and close
When a chargeback moves to pre-arbitration, this party can submit additional info.
What is the merchant (via the acquirer)?
This is the timeframe (in calendar days) a cardholder has to initiate most non-fraud chargebacks.
What is 120 days?
If a customer claims a refund wasn’t processed, a merchant should provide this
What is a refund transaction receipt or credit memo?
Reason code 12.6 typically involves this type of error.
What is Duplicate Processing?
What should be the first thing we do when a client disputes a 13.6?
What is reviewing for a credit on Ts2 and Ecif?
Visa’s system for dispute collaboration is known as this.
What is Visa Resolve Online (VROL)?
For a 13.3 dispute (Not as Described or Defective), merchants should provide this type of documentation.
What is proof the product matched the description or proof of refund/replacement?
For digital goods, this is often used as proof the service was delivered.
What is server log or email download confirmation?
A chargeback under 13.2 is common in this type of billing scenario.
What is recurring billing or subscription?
If a client has be exited and has a dispute in dispute questionnaire what should be the next step.
What is review dispute if there isn't enough information close the dispute?
In a pre-arb case, the merchant must prove this to win.
What is that the original chargeback was invalid or already resolved?
Visa’s 13.3 – Not as Described or Defective Merchandise dispute requires the customer to have made this attempt before disputing.
What is attempting to return the item or resolving with the merchant?
Visa requires merchants to respond to a dispute within this many days.
What is 30 days?
A customer disputes a charge because they claim the merchant processed the transaction in the wrong currency.
What is 12.5 – Incorrect Amount?
What is he goal of the pre chargeback non fraud workbasket?
What is Submit the dispute to the network and close it if we do not have dispute rights?
This is the final stage before liability is assigned in a dispute.
What is arbitration?