Visa Rules | Visa

Report a Purchase Issue

Use this online form to report any issues experienced while using your Visa card. To report issues like merchant disputes or unauthorized charges, please contact your card issuer at the number on the back of your card.

The information you enter will not be used for any purposes other than problem investigation.

Your Information

required

First name *
Last name *
Email address *
First eight digits of your card number *

Merchant Information

required

Merchant name *
Merchant street
Merchant city *
Merchant state *
Merchant country/territory *

Please select the Merchant country/territory.

Merchant zip code
Merchant type *

Please select a Merchant type.

Incident details

Did you complete a Visa transaction with the merchant?

Transaction date
Which of the following types of violations occurred?

A merchant must not establish a minimum or maximum transaction amount as a condition for honoring a card, except where outlined below.

In Europe, in countries within the European Economic Area, a merchant may establish a minimum or maximum transaction amount.

In the US or a US Territory, a merchant may impose a minimum up to USD 10 on a transaction conducted with a credit card issued in the US Region or a US Territory.

The merchant required a minimum purchase amount on a Visa transaction. Specify the minimum amount imposed in the “Additional Information” field at the bottom of this form.

The merchant required a maximum purchase amount on a Visa transaction. Specify the maximum amount imposed in the “Additional Information” field at the bottom of this form.

A surcharge was added to the list price of goods and services to complete a transaction with a Visa card. A surcharge is defined as any amount added to the advertised or normal price to a transaction by the merchant.

In Australia and New Zealand, some forms of surcharging are permitted. In the United States, merchants in some states may add a surcharge to certain credit card transactions. However, Visa has certain rules applicable to surcharging. Select from below, an option that best describes the issue you encountered. Please also elaborate on what specifically happened or did not happen in the “Additional Information” field at the bottom of this form. For example, were you informed of the surcharge at checkout, and were you given an option to cancel the transaction or switch the method of payment?

The merchant displayed an improper Visa acceptance mark, did not display Visa signage or displayed Visa signage but refused to accept my Visa card. Provide details of the incident in the “Additional Information” field at the bottom of this form.

I was required by the Merchant to provide additional proof of identification to complete the Transaction.

When selecting this option, it is very important that you provide details of the incident in the comment box below. Otherwise, Visa will not have any information to investigate.

Please describe what happened in detail.

To report any other issues encountered during a card transaction such as a dispute with a merchant, please contact the financial institution that issued your card by calling the number provided on the back of your card.

Please provide any additional information about what happened when you tried to pay with your Visa card.

Thank you for bringing this matter to our attention. We appreciate your assistance in maintaining the integrity of Visa products and services. The details you submitted will be investigated to resolve this matter and to determine if there is any violation of the Visa Rules. Visa will be unable to respond to individuals seeking an update on a reported issue.