A cardholder is claiming that they did not authorize or participate in a transaction that you processed. The cardholder’s bank determined all of the following things occurred:
The cardholder has a chip card, but the transaction did not take place at a chip terminal or was not chip read.
The transaction took place at a chip terminal
Provide documentation to support that the transaction was chip read and evidence that the full chip data was transmitted.
You agree the transaction did not take place at a chip terminal.
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 stating that 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.