Your card processor has notified you that a cardholder is disputing a transaction that you processed.
You sent a transaction with an incorrect transaction code (i.e., you meant to send a credit, but you actually sent a sale or you meant to process a sale and sent a credit).
You processed a debit when you should have processed a credit or you processed a credit when you should have processed a reversal.
You believe the transaction was processed correctly.
Provide documentation that shows the transaction was processed correctly as a credit or debit to the cardholder's account.
The transaction was processed incorrectly.
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. (Does not apply when credit was processed instead of a reversal)
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.