The cardholder's bank received a notice from the cardholder stating that they returned merchandise or cancelled services, but the credit has not appeared on the cardholder's Visa statement.
The cardholder's bank received a notice from the cardholder stating that they returned merchandise or cancelled services, but the credit has not appeared on the cardholder's Visa statement.
The most common causes for this dispute are that you:
You never received, or accepted, the returned merchandise.
Provide evidence you refused the return of the merchandise.
Your policies were properly disclosed.
Provide documentation to support that your limited return or cancellation policy was properly disclosed and agreed to at the time of sale.
The cardholder did not cancel according to your disclosed policy.
Provide documentation to support that your limited return or cancellation policy was properly disclosed and how the cardholder did not cancel according to the disclosed policy.
Cardholder continued to use services.
Provide evidence to support.
The cardholder's complaint is valid.
Accept the dispute.
You have already processed a credit for the transaction.
Provide documentation of the credit; 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
1In the Europe Region, this may be a link to another website only if the link forms part of the “click to accept” acknowledgement and refers to the cancellation policy.
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.