Incorrect Currency, Condition 12.3

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

You sent a transaction that was processed with an incorrect currency code or one of the following:

The transaction currency is different from the currency transmitted through Visa.
The cardholder was not advised or did not agree that Dynamic Currency Conversion (DCC) would occur.

You believe this was a properly processed DCC transaction.
Provide your card processor with documentation such as:

Evidence that the cardholder actively chose DCC,
A copy of the transaction receipt

The transaction was processed incorrectly.

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 using different currency.

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.