Resolve disputes timely and efficiently

Most sales transactions move smoothly through the system; they are processed, posted, and paid for with very few problems. There are times, however, when a card issuer may require additional information about a transaction and/or need to return a disputed transaction to the acquirer.

Dispute resolution basics

Visa and its card issuers and acquirers have in place an efficient dispute resolution process. As part of this process, it is highly critical that all merchants respond swiftly to copy requests and chargebacks.

A copy request (also known as a retrieval request) is made by the card issuer to your acquirer when a copy of the sales receipt is needed for a particular transaction.

A chargeback is the reversal of the dollar value (financial liability), in whole or in part, of a particular transaction by the card issuer to the acquirer, and usually, by the merchant bank to the merchant. For the merchant business, chargebacks can be costly. You may lose both the dollar amount of the transaction being charged back and the related merchandise. You also incur your own internal handling costs to process a chargeback.

What triggers a chargeback?

Chargebacks arise for many reasons, primary among which are customer disputes, fraud, processing errors, authorization issues, and non-fulfillment of copy requests. Many types of chargebacks result from easily avoidable mistakes and omissions—so, the more you know about proper procedures, the less likely you will be to inadvertently do, or fail to do, something that might result in a chargeback. Of course, chargebacks are not always the result of something merchants did or did not do; sometimes errors are made by acquirers, card issuers, and cardholders.

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