Declined Authorization, Condition 11.2

Your card processor has notified you that an issuer is disputing a transaction that you processed.

You processed a transaction where you received a Decline or Pickup response, but you completed the transaction anyway.

You believe the transaction was authorized.

Have your card processor provide evidence that the transaction was authorized online or offline via the chip.

You agree the transaction was not authorized.

Accept the dispute.

You have already processed a creditor 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 that states they no longer dispute the transaction.

How to avoid this dispute in the future

Always authorize every transaction in accordance with the Visa Rules.
Train your staff on the proper procedures for handling terminal issues.

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.