Incorrect Amount, Condition 12.5

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

The cardholder submitted a claim to their bank that says one of the following things happened:

The transaction amount is incorrect.
An addition or transposition error was made when calculating the transaction amount.
You altered the transaction amount after the transaction was completed without the consent of the cardholder.

Transaction amount is correct.

Provide supporting documentation (i.e., copy of transaction receipt).

The transaction amount was incorrect.

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.