Your card processor has notified you that a cardholder is disputing a transaction that you processed.
You processed a transaction where an authorization was required, but not obtained.
The most common causes for this type of dispute are:
You obtained an authorization.
Notify your card processor and provide documentation.
You agree the transaction was not authorized.
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.