Resolve disputes quickly

Learn the basics about how to handle disputes.

Protect your business

Learn the basics. Although most sales transactions are processed, posted and paid for with few problems, Visa has an efficient process for settling disputes.

Safeguard your business with the right information

Disputes refer to the reversal of the value (in whole or in part) of a transaction by the card issuer to the acquirer, and usually, by the merchant bank to the merchant. Disputes can be costly for merchants—you could lose both the amount of the transaction as well as the related merchandise, and may also incur internal handling costs.

Download the dispute guidelines

Responding to a dispute

Provide accurate information, swiftly.

Step 1: A cardholder disputes a transaction

A cardholder contacts their issuer to question a charge on their billing statement.

Step 2: Find the transaction receipt

Your acquirer contacts you for an accurate copy of the transaction record.

Step 3: Send a copy to your acquirer

Promptly fax or mail an accurate, legible copy to keep the process on track.

Avoiding disputes

Here are a few tips.

Be clear about return, refund and cancellation policies

State your policies clearly at the time of transaction. Your policy should be pre-printed on your sales receipts, if not, make sure to add the policy information on the sales receipt near the customer signature line before the customer signs. Be sure that the policy is legible on all copies of the sales receipt. Failure to disclose such policies at the time of transaction could be disadvantageous should the customer try to return the purchase.

Deposit receipts quickly

Deposit your sales and credit receipts within one to five days of the transaction date—do not hold on to them. Failure to deposit receipts in a timely manner can result in “late presentment” disputes.

Be careful when logging transactions

Ensure that incorrect sales receipts are voided and that transactions are processed only once. Entering the same transaction into a terminal more than once, depositing both the merchant copy and the bank copy of the sales receipt with your acquirer or depositing the same transaction with more than one merchant bank can all result in “duplicate transaction” disputes.

Keep customers informed on the status of their transactions

If delivery of the cardholder’s purchase will be delayed, let the cardholder know about the delay as well as the new expected delivery or service date.

Ship merchandise before depositing transaction

Don’t deposit transactions with your merchant bank until you have shipped the related merchandise. If customers see a transaction on their monthly Visa statement before they receive the merchandise, it could lead to a preventable dispute.

If using several names, submit most prominently displayed name for best recognition

For the clearing and settlement of a transaction, an acquirer should submit the merchant’s name that is most prominently displayed by that merchant and by which cardholders recognize the merchant. The merchant’s name is an important factor that helps cardholders recognize a transaction. Using the most prominently displayed name should minimize disputes resulting from unrecognizable merchant names.

Want to learn more?

For further information about the dispute rules or practices, please contact your acquirer/processor.