If your business processes Visa transactions, you know that for the most part, these payments tend to go smoothly. However, every once in a while, a Visa cardholder will dispute a transaction. Whatever the reason might be, when a cardholder questions a transaction on their bill, they typically file a dispute with their bank. This, in turn, begins the dispute resolution process.
Should your business receive a dispute, it is to your advantage to try to understand why this dispute occurred and determine what you can do to remedy the dispute given your rights under Visa rules. Sure, you are bound to have a few questions: Can I challenge this dispute…what should I do first…and how? The good news is we have all of the answers you need to successfully move forward right here.
The Visa Online Merchant Dispute Guide is your one-stop resource for handling cardholder disputes from start-to-finish. Targeted to the needs of card-present and card-absent merchants, this online guide is easy to navigate and simple to use.
Fraud, Category 10
Authorization, Category 11
Processing Errors, Category 12
Customer Disputes, Category 13
For more information, please see Dispute Management Guidelines for Visa Merchants
Acquirer’s approach or timelines may be different and you should adhere with your current Acquirer’s process. Not all disputes apply to every country/region, please check with your acquirer for further information.