EMV Liability Shift Non-Counterfeit Fraud, Condition 10.2

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

The cardholder’s bank received a call from their cardholder who is insisting that they did not authorize or participate in a transaction that you processed. The cardholder’s bank determined all of the following occurred:

  • The transaction was completed in a card-present environment with a card that was reported lost or stolen,
  • The transaction qualifies for the EMV liability shift,
  • The card is a PIN-preferring chip card, and
  • One of these actions transpired:
    • The transaction did not take place at a chip-reading device.
    • A chip-initiated transaction took place at a chip-reading device that was not EMV PIN-compliant.
    • The transaction was chip-initiated without an online PIN and was authorized online and the processor did not transmit the full chip data to Visa in the authorization request.

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.