Misrepresentation, Condition 13.5

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

The cardholder’s bank received a notice from the cardholder claiming that the terms of the sale were misrepresented.

The terms of sale were misrepresented for a transaction involving the following merchant types such as:

Timeshare Reseller
Debt Consolidation
Credit Repair/Counseling
Mortgage Repair/Modification/Counselling
Foreclosure Relief Services
Technical Services/Support
Business Opportunities with income possibility
Investment Products when merchant refuses to allow cardholder to withdraw available balance (e.g. binary options)
In the Europe Region Trial Periods/One off purchase where the cardholder was not clearly advised of any further billing

The merchandise or services were not misrepresented.

Provide documentation to prove the terms of sale were not misrepresented or for investments evidence that there are no funds to withdraw.

The merchandise or services were misrepresented.

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

Ensure that the description of merchandise or services shown in advertisements, online, and transaction receipts, or used in telephone order-taking scripts are accurate, complete, and not misleading.
Merchants should keep in mind that their return policy has no bearing on disputes that fall under this dispute condition.

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.