A Dispute refers to an available action a cardholder can take to argue against fraudulent charges, billing errors, or issues with the product or service provided not meeting expectations, for example.
Typically, the preliminary stage to a formal dispute is a cardholder complaint to the Merchant. The Merchant should first engage directly with the cardholder where possible to understand their concerns, address potential issues, and work with the customer to resolve any outstanding issues amicably.
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| title | Click here to see Dispute Supporting Documentation recommendations. |
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Card brand Suggested Receipt and/or Invoice Requirements: Card Present: The following are the Visa requirements for all transaction receipts generated from electronic point-of-sale terminals (including cardholder-activated terminals). It is recommended that merchants provide itemized receipts when possible. Card-not-Present Transaction Receipt Requirements: The following are the Visa requirements for all manually printed transaction receipts in the card-absent environment.
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Credit Card Authorization Documentation | Card brands also consider the following acceptable ways of documenting a cardholder's approval for a transaction: For a Mail/Phone Order Transaction a signed order/authorization form. Details and a copy of the ID presented by the Cardholder Evidence of Transaction completion by a member of the Cardholder's household or family (if not by the cardholder).
| Proof of Delivery or Satisfactory Services | Cardholder goods receipt or satisfactory service rendering confirmation is one of the best protections a merchant can have. Some of the best details are indicated below: Photos, Screenshots, Emails, or Recorded Phone Calls proving that the Cardholder disputing the Transaction has, or is currently using the products or services. Product or service pick-up form with the Cardholder’s signature. Evidence of procut delivery date and time with the same physical address that returned an AVS match of Y or M. (Signature not required.) A neutral third-party opinion to help corroborate your claim against the cardholder.
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Dispute Stage Processing Flows
See the diagrams available below for a visual representation of each Dispute Stage flow:
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Dispute vs Chargeback
A Dispute and a Chargeback are two distinct processes related to payment disputes.
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