Incorrect Account Number, Condition 12.4

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

You either processed the transaction to an incorrect account number or did not authorize the transaction and it was processed to an account number not on the issuer's master file.

The incorrect account number was processed.

You believe that the account number on the dispute matches the account number on your copy of the receipt.

Provide a copy of the receipt and if the dispute relates to a transaction processed on an account number not on the issuer's master file provide a copy of the authorization log.

The account number on the dispute does not match the account number on your copy of the receipt.

Accept the dispute.

Transaction was not authorized.

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 that states they no longer dispute the transaction.

How to avoid this dispute in the future

  • Train your sales staff on the proper procedures for processing transactions, including the recommendation that all transactions be swiped, or chip read.

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.