Your card processor has notified you that a cardholder is disputing a transaction that you processed.
The cardholder submitted a claim to their bank that says one of the following things happened:
You made a data entry error (i.e., keyed in the wrong amount, handwritten amount differs from printed amount).
Transaction amount is correct.
Provide supporting documentation (i.e., copy of transaction receipt).
The transaction amount was incorrect.
Accept the dispute.
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.