Paid by Other Means, Condition 12.6.2

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

The cardholder claims that they paid for the merchandise or service by other means (i.e. cash, check, other card, etc.).

Visa card was the only form of payment used.

Provide the sales records or other documentation that shows no other form of payment was used.

The cardholder did use another form of payment.

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

If a customer asks to use another form of payment after you have processed the Visa card transaction, credit the Visa card transaction.
Train your sales staff on the proper procedures for handling credits.

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.