Your card processor has notified you that a cardholder is disputing a transaction that you processed.
The cardholder’s bank determined that both of these occurred:
You failed to check the Card Recovery Bulletin (CRB) when required.
You agree the transaction was not authorized and the CRB was not checked.
Accept the dispute.
Transaction took place at an EMV compliant terminal or contactless only acceptance device.
Provide documentation to support that the transaction took place at an EMV PIN compliant terminal.
You have already processed a credit or reversal for the transaction.
Provide documentation of the credit or reversal; include the amount and the date it was processed.
The cardholder no longer disputes the transaction.
Provide a letter or email from the cardholder that states they no longer dispute the transaction.
How to avoid this dispute in the future.
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.