Managing Visa Disputes

*What is incorrect about this transaction - IAN/IA/IC/IT/ID/LP/DP

IAN (Incorrect Account Number) {
    *Is the account number on the issuer's master file - Y/N {
        Y {
            *Does the account number on the receipt match the cardholder's account
                number or token? (Y/N)
        }
        N {}
    }
}

ITA (Incorrect Transaction Amount) {
    *What is the amount on the cardholder's receipt
    *What is the currency on the cardholder's receipt
    *Is the dispute due to the difference between quoted price and actual charges made by the merchant - Y/N
}

IC (Incorrect Currency) {
    *Incorrect Currency Reason - Currency Difference/DCC Dispute {
        Currency Difference {
            *Processed through VisaNet as CAD; what was the correct currency
        }
        DCC Dispute {
            *Certification that the cardholder did not agree to Dynamic Currency
             Conversion and did not make an active choice - Y/N {
                Y {}
                N {}
            }
        }
    }
}

IT (Incorrect Transaction Code) {
    *How is Transaction Code incorrect - CRI/CRD/DCR {
        CRI (Credit instead of reversal or adjustment) {
            *Explain why the credit refund was processed in error
        }
        CRD (Credit posted instead of debit) {}
        DCR (Debit posted instead of credit) {}
    }
}

LP (Late Presentment) {
    *What is the status of the account - AC/CP/F/NF {
        AC (Account Closed) {}
        CP (Credit Problem) {}
        F (Fraud) {}
        NF (Non-sufficient Funds) {}
    }
}

DP (Duplicate) {
    *Are both transactions for the same merchant and same card - Y/N {
        Y {
            *Clearing Token of the Duplicate Original Transaction
        }
        N {
           *Is the other transaction for the same merchant and on a different
            Visa card owned by the same issuer/cardholder? - Y/N {
                Y {
                   *Clearing Token of the Duplicate Transaction
                }
                N {
                    *Is the other transaction paid by other means Y/N {
                        Y {
                            *Provide proof of payment by other means {
                               *ARN from other transactions if paid with
                                Visa card {
                                    *Acquirer reference Number
                                }
                            }
                            *Transaction information from other
                             transaction, if paid with Visa card {
                                *Transaction identifier
                            }
                            *Cash receipt (CASH_RECEIPT)
                            *Copy of the front and back of a canceled
                                cheque
                            *Voucher from the third party {
                                *Does the issuer have evidence that the
                                first merchant passed on the funds to
                                the second merchant - Y/N {
                                    Y {
                                        *Docs should be attached
                                    }
                                    N {}
                                }
                            }
                            *Statement from other card
                            *Other (OTHER)
                        }
                        N {}
                    }
                    *Did the cardholder attempt to resolve the dispute
                     with the merchant - Y/N {
                        Y {}
                        N {
                            *Is attempt to resolve prohibited by local law
                             or regulations - Y/N {
                                Y {
                                    *Provide details of local law or
                                    regulations
                                }
                                N {
                                    Error "The cardholder must attempt to
                                    resolve the dispute with the merchant
                                    unless prohibited by local law or
                                    regulations"
                                }
                            }
                        }
                    }
                }
            }
        }
    }
}

DP (Paid by other means) {
    *Are both transactions for the same merchant and same card - Y/N {
        Y {
            *Clearing Token of the Duplicate Original Transaction
        }
        N {
           *Is the other transaction for the same merchant and on a different
            Visa card owned by the same issuer/cardholder? - Y/N {
                Y {
                   *Clearing Token of the Duplicate Transaction
                }
                N {
                    *Is the other transaction paid by other means Y/N {
                        Y {
                            *Provide proof of payment by other means {
                               *ARN from other transactions if paid with
                                Visa card {
                                    *Acquirer reference Number
                                }
                            }
                            *Transaction information from other
                             transaction, if paid with Visa card {
                                *Transaction identifier
                            }
                            *Cash receipt (CASH_RECEIPT)
                            *Copy of the front and back of a canceled
                                cheque
                            *Voucher from the third party {
                                *Does the issuer have evidence that the
                                first merchant passed on the funds to
                                the second merchant - Y/N {
                                    Y {
                                        *Docs should be attached
                                    }
                                    N {}
                                }
                            }
                            *Statement from other card
                            *Other (OTHER)
                        }
                        N {}
                    }
                    *Did the cardholder attempt to resolve the dispute
                     with the merchant - Y/N {
                        Y {}
                        N {
                            *Is attempt to resolve prohibited by local law
                             or regulations - Y/N {
                                Y {
                                    *Provide details of local law or
                                    regulations
                                }
                                N {
                                    Error "The cardholder must attempt to
                                    resolve the dispute with the merchant
                                    unless prohibited by local law or
                                    regulations"
                                }
                            }
                        }
                    }
                }
            }
        }
    }
}

*Dispute Due To - CR/CS/CN/DM/NR/ND/CL

CR (Cancelled Recurring Transaction) (All Jurisdictions Except Europe) {
    *Enter one of the following: {
        *Date cardholder withdrew permission to charge the Payment Credential
        *Date issuer informed merchant of account closure
    }
    *Contact method with merchant
    *Select at least one:
        Email {
            Email Address
        }
        Call Center Name {
            Phone Number
        }
        Mail {
            Physical Address
        }
        SMSTextMessage {
            Phone Number
        }
        In-Person {
            Physical Address
        }
        Webform/Application Name {
            Application Name
        }
	    *Other form of payment (Optional) {
            Y {
	            *Describe form of payment
            }
        }
    *Cancellation Reason
}

CS (Cancelled Merchandise or Services) {
    *What was purchased - Merchandise/Services {
        Merchandise {
            *Describe what was purchased (Free text, Required)
            *Did cardholder receive the merchandise? (Y/N, Required) {
                Y {
                    *Did the cardholder return the merchandise (Y/N, Required) {
                        Y {
                            *Date cardholder returned the merchandise: (Date,
                                Required)
                            *Date merchant received returned merchandise:(Date,
                                Required)
                            *Return Method (Dropdown, Required)
                                (Face to face, FedEx, DHL, UPS, Postal Service, Other)
                        }
                        N {
                            *Did the cardholder attempt to return the merchandise?
                                (Y/N, Required) {
                                Y {
                                    *Date of attempted return (Date, Required)
                                    *Provide a detailed description of how the
                                    cardholder attempted to return and the
                                    disposition of the merchandise: (Free Text, Required)
                                }
                                N {}
                            }
                        }
                    }
                }
                N {
                    *Did the cardholder cancel? (Y/N, Required) {
                        Y {
                            *Cancellation date (Date, Required)
                            *Cancellation reason (Free text, Required)
                        }
                        N {
                            *Was a cancellation policy provided? (Y/N, Required)
                        }
                    }
                }
            *Date the cardholder received or expected to receive the
                merchandise (Date, Required)
            *Did the cardholder attempt to resolve the dispute
                with the merchant? (Y/N, Required) {
                Y {}
                N {
                    *Is attempt to resolve prohibited by local law or
                     regulations? (Y/N, Required) {
                       Y {}
                       N {
                            Invalid
                         }
                    }
                }
        }
        Services {
            *Type of Service (Radio button, Required) {
                Timeshare {
                    *Date of the timeshare, or the date the contract or
                       related documents were received (Date, Required)
                    *Date of service or expected service (Date, Required)
                    *Did the cardholder attempt to resolve the dispute
                        with the merchant? (Y/N, Required) {
                        Y {}
                        N {
                            *Is attempt to resolve prohibited by local law or
                                regulations? (Y/N, Required) {
                                Y {}
                                N {
                                        Invalid
                                }
                            }
                        }
                    }
                    *Cancellation Date (Date, Required)
                    *Cancellation Reason (Free text, Required)
                }
                Guaranteed Reservation {
                    *Date of service or expected service (Date, Required)
                    *Did the cardholder attempt to resolve the dispute
                        with the merchant? (Y/N, Required) {
                        Y {}
                        N {
                            *Is attempt to resolve prohibited by local law or
                                regulations? (Y/N, Required) {
                                Y {}
                                N {
                                        Invalid
                                }
                            }
                        }
                    }
                    *Certification of one of the following
                        (radio button, required) {
                        *The cardholder properly cancelled the guaranteed
                            reservation
                        *The cardholder attempted to cancel within 24 hours
                            of delivery of the reservation confirmation
                        *The merchant billed a no-show transaction for more than
                            one day's accommodation or rental
                    }
                    *Cancellation Date (Date, Required)
                }
                Other {
                    *Describe what was purchased? (Free text, Required)
                    *Did the cardholder cancel? (Y/N, Required)
                    *Date of service or expected service (Date, Required)
                    *Did the cardholder attempt to resolve the dispute
                        with the merchant? (Y/N, Required) {
                        Y {}
                        N {
                            *Is attempt to resolve prohibited by local law or
                                regulations? (Y/N, Required) {
                                Y {}
                                N {
                                        Invalid
                                }
                            }
                        }
                    }
                    *Cancellation Date (Date, Required)
                    *Cancellation Reason (Free text, Required)
            }
            *Was a cancellation policy provided? (Y/N, Required)
            }
        }
    }
}

CN (Credit not processed) {
    *Was a credit voucher, voided transaction receipt or refund acknowledgement
        given - (Y/N, Required) {
        Y {
            Is the credit voucher, transaction receipt, or refund acknowledgement
                dated? (Y/N, Required) {
                Y {
                    *Date of credit voucher, transaction receipt or refund
                        acknowledgement: (Date, Required)
                }
                N {
                    *Date the cardholder cancelled the service or returned the
                        merchandise: (Date, Required)
                }
            }
        }
        N {
            Invalid
        }
    }
}

DM (Damaged or Defective Merchandise) {
    *What was purchased - Merchandise / Services {
        Merchandise {
            Provide certification of one of the following {
                Merchant refused to provide return authorization
                Merchant refused to accept returned merchandise
                Merchant informed cardholder not to return the merchandise
            }
        }
        Services {}
    }
    *What was ordered and how it was damaged or defective
    *Date merchandise was received
    *Date the cardholder first notified the issuer of the dispute
    *Did the cardholder attempt to resolve the dispute with
        the merchant - Y/N {
        Y {}
        N {
            *Is attempt to resolve prohibited by local law or regulations - Y/N {
                Y {
                    *Provide details of local law or regulations
                }
                N {
                    Invalid
                }
            }
        }
    }
    *Did the cardholder return the merchandise - Y/N {
        Y {
            *Date Cardholder returned the merchandise
            *Date merchant received the returned merchandise
            *Return Method - Face to Face/FedEx/DHL/UPS/Postal Service/Other {
                Face to Face {}
                FedEx {
                    Tracking Number
                }
                DHL {
                    Tracking Number
                }
                UPS {
                    Tracking Number
                }
                Postal Service {
                    Tracking Number
                }
                Other {
                    Explain how the merchandise was returned
                }
            }
        }
        N {
            Did cardholder attempt to return the merchandise - Y/N {
                Y {
                    *Date of attempted return
                    *Explain how the merchandise was returned
                    *Provide a detailed description of how the cardholder
                        attempted to return and the disposition of the
                        merchandise
                }
                N {}
            }
        }
    }
}

NR (Merchandise or Services not received) {
    *Provide detailed description of what was purchased and an explanation
        of the dispute
    *What was the expected receipt date AND time
    *Did the cardholder cancel prior to the expected date - Y/N {
        Y {
            *Cancellation Date
            *Cancellation Reason
        }
        N {}
    }
    *Did the cardholder attempt to resolve the dispute with the merchant - Y/N {
        Y {}
        N {
            *Is attempt to resolve prohibited by local law or regulations - Y/N {
                Y {
                    *Provide details of local law or regulations
                }
                N {
                    Invalid
                }
            }
        }
    }
    *What was not received - Merchandise/Services {
        Merchandise {
            *Provide detailed description of what was purchased and an explanation
                of the dispute: (Free text, Required)
            *What was the last expected receipt date? (Date, Required)
            *What was the last expected receipt time? (Free text, optional)
            *Did the cardholder cancel prior to the expected date? (Y/N, Required) {
                Y {
                    Cancellation Date: (Date, Required)
                    Cancellation Reason (Free text, Optional)
                }
                N {}
            }
            *Did the cardholder attempt to resolve the dispute with the
                merchant? (Y/N, Required) {
                Y {}
                N {
                    *Is attempt to resolve prohibited by local law or regulations?
                        (Y/N, Required) {
                        Y {}
                        N (
                            Invalid
                        }
                    }
                }
            }
            *Was the merchandise delivered late or to the wrong location?
                (Y/N, Required) {
                Y {
                    *Provide address of the agreed location or details of late
                        delivery: (Free text, Required)
                    *Did the cardholder return the merchandise? (Y/N, Required) {
                        Y {
                            *Date cardholder returned the merchandise (Date,
                                Required)
                            *Date merchant received returned merchandise (Date,
                                Required)
                        }
                        N {
                            *Did the cardholder attempt to return the
                                merchandise? (Y/N, Required)
                        }
                        Y {
                            *Date of attempted returned (Date, Required)
                        }
                        N {}
                    }
                }
            }
            *Did merchant cancel the merchandise?
            (Y/N, Required) {
              Y {
                *Date merchant cancelled merchandise (Date, Required)
              }
              N {}
            }
        }
        Service {
            *Provide detailed description of what was purchased and an explanation
                of the dispute: (Free text, Required)
            *What was the last expected receipt date? (Date, Required)
            *What was the last expected receipt time? (Free text, optional)
            *Did the cardholder cancel prior to the expected date? (Y/N, Required) {
                Y {
                    Cancellation Date: (Date, Required)
                    Cancellation Reason (Free text, Optional)
                }
                N {}
            }
            *Did the cardholder attempt to resolve the dispute with the merchant?
                Y/N, Required) {
                Y {}
                N {}
            }
            *Is attempt to resolve prohibited by local law or regulations?
                (Y/N, Required) {
                Y {}
                N {
                    Invalid
                }
            }
            *Is the purchase a third-party gift card without an expiration date,
                where the merchandise or services were not provided by the third
                party due to insolvency or bankruptcy? (Y/N, Required)
            *Did merchant cancel services?
            (Y/N, Required) {
              Y {
                *Date merchant cancelled services (Date, Required)
              }
              N {}
            }
        }
    }
}

ND (Not as Described) {
    *Date merchandise or service was received
    *Date the cardholder first notified the issuer of the dispute
    *Does the dispute involve merchandise or services provided that do not match
        the merchant's verbal description - Y/N {
        Y {
            *Did the cardholder attempt to resolve the dispute with the
             merchant - Y/N {
                Y {}
                N {
                    *Is attempt to resolve prohibited by local law or regulations {
                        Y {
                            *Provide details of local law or regulations
                        }
                        N {
                            Invalid
                        }
                    }
                }
            }
        }
        N {}
    }
    Did the merchandise or services differ from what was described
        on the receipt - Y/N {
        Y {
            Provide details of what was ordered and not as described
        }
        N {
            *Provide details of what was ordered and not as described
        }
    }
    *Is attempt to resolve prohibited by local law or regulations - Y/N {
        Y {
            *Provide details of local law or regulations
        }
        N {
            Invalid
        }
    }
    *What was purchased - Merchandise / Services {
        Merchandise {
            *Did the cardholder return the merchandise - Y/N {
                Y {
                    *Date cardholder returned the merchandise
                    *Date merchant received the returned merchandise
                    *Return Method - Face to Face/FedEx/DHL/UPS/Postal Service/
                     Other {
                        Face to Face {}
                        FedEx {
                            Tracking Number
                        }
                        DHL {
                            Tracking Number
                        }
                        UPS {
                            Tracking Number
                        }
                        Postal Service {
                            Tracking Number
                        }
                        Other {
                            Explain how the merchandise was returned
                        }
                    }
                }
                N {
                    *Did the cardholder attempt to return the
                        merchandise - Y/N {
                        Y {
                            *Date of attempted return
                            *Provide a detailed description of how the cardholder
                                attempted to return and the disposition of the
                                merchandise
                        }
                        N {}
                    }
                }
            }
            Provide certification of one of the following {
                Merchant refused to provide return authorization
                Merchant refused to accept returned merchandise
                Merchant informed cardholder not to return the merchandise
            }
        }
        Services {
            *Did the cardholder cancel the services - Y / N {
                Y {
                    *Cancellation Date
                    *Cancellation Reason
                }
            }
        }
    }
}

CL (Non Receipt of Cash or Load) {
}