Visa Non-Fraud Dispute
Dispute Response Essentials
Reason Codes & Scenarios
Ticket Work
Bonus Pre Arb
100

This term refers to when a cardholder questions a transaction they did authorize.

What is a non-fraud dispute?

100

This document proves that a customer agreed to terms and completed a purchase.

What is a signed receipt or order confirmation?

100

Reason code 13.4 relates to this type of complaint.

What is counterfeit?

100

How many days does do you have to update the FI after the initial acknowledgement??


                              

                              TWO DAYS

100

Responding to a Pre arb with clear evidence can prevent this costly consequence.

What is a chargeback fee or revenue loss?

200

Visa reason code 13.1 is used when the cardholder claims this was not delivered.

What is merchandise or services not received?

200

This code is used when a recurring payment was cancelled but still charged.

What is reason code 13.2 (Cancelled Recurring Transaction?

200

13.6 disputes often involve this common complaint about price.

What is a credit not processed or incorrect transaction amount?

200

You receive a ticket asking for a write-off credit for a case Velera worked incorrectly on. What do you do?

1. Review case to confirm write off

2. Memo your case review within the ticket

3. Reassign to Account Recovery Review


(subject to change)

200

When a chargeback moves to pre-arbitration, this party can submit additional info.

What is the merchant (via the acquirer)?

300

This is the timeframe (in calendar days) a cardholder has to initiate most non-fraud chargebacks.

What is 120 days?

300

If a customer claims a refund wasn’t processed, a merchant should provide this

What is a refund transaction receipt or credit memo?

300

Reason code 12.6 typically involves this type of error.

What is Duplicate Processing?

300

What are the two ways for an analyst to quickly determine which tickets in his or her queue have not been researched, and/or for which an update has not been provided to the FI:


1. Review the Follow up column and look for tickets that contain (empty) in this field.

2. Review the Updated column to determine when the last update on the ticket was done. If the analyst has not reviewed the ticket, this date will typically be whichever date he or she self-assigned the ticket and provided an acknowledgment to the FI.

300

Visa’s system for dispute collaboration is known as this.

What is Visa Resolve Online (VROL)?

400

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?

400

For digital goods, this is often used as proof the service was delivered.

What is server log or email download confirmation?

400

A chargeback under 13.2 is common in this type of billing scenario.

What is recurring billing or subscription?

400

KB0040359  - What is the name of this KB

KB0040359  

400

In a pre-arb case, the merchant must prove this to win.

What is that the original chargeback was invalid or already resolved?

500

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?

500

Visa requires merchants to respond to a dispute within this many days.

What is 30 days?

500

A customer disputes a charge because they claim the merchant processed the transaction in the wrong currency.

What is 12.5 – Incorrect Amount?

500

If all necessary actions have been completed and the appropriate update has been communicated to the client:


 a. Place the ticket on hold for a minimum of two (2) business days.
          b. Place an internal comment on the ticket stating: Pend 2 business days for client response
          c. If no response is received from the client after the second business day, place the following statement in the correspondence and resolve the inquiry: We have
              thoroughly reviewed and addressed all questions related to your inquiry. As we have not received any further follow-up on our previous communications,
              we will consider this inquiry resolved. Should you need to revisit the account in question, please submit a new request using the appropriate form and
              reference this ticket.

500

This is the final stage before liability is assigned in a dispute.

What is arbitration?