Visa Dispute Guide

Visa uses the four main categories to organize its reason codes: Authorization, Card Member Disputes (which Visa refers to as Consumer Disputes), Fraud, and Processing Errors.

• 30 – Services Not Provided or Merchandise Not Received
• 81 – Fraud – Card-Present Environment
• 83 – Fraud – Card-Absent Environment

• Provide evidence showing that the cardholder name is included in the manifest for the departed flight and matches the cardholder name provided on the purchased itinerary

• 82 – Duplicate Processing

• Provide a copy of the ATM Cash Disbursement Transaction or Load Transaction record containing at least the following:
  • Account Number, Transaction time or sequential number identifying the individual Transactions, or the Indicator that confirms that the ATM Cash Disbursement or Load Transaction values were successful

• 72 – No Authorization

• Provide the V.I.P. System Authorization record and the clearing record of the first presentment

• 81 – Fraud – Card-Present Environment

• Provide an internal record or log with explanation of fields to prove that the transaction was a magnetic stripe-read transaction, a chip-initiated transaction, or a contactless transaction
• For an Unattended Transaction, provide evidence of PIN or CDCVM

• 53 – Not as Described or Defective Merchandise

• Your response needs to include documentation to support your claim that the merchandise was not counterfeit

• 81 – Fraud – Card-Present Environment
• 83 – Fraud – Card-Absent Environment

• Provide all of the following:
  • Evidence that all transactions occurred during the same stay, trip, or rental period
  • Show evidence of a valid imprint and signature, PIN, or CDCVM for the initial Card Present environment transaction

• 76 – Incorrect Currency or Transaction Code

• Provide an explanation of why a credit transaction was processed instead of a reversal or an adjustment

• 76 – Incorrect Currency or Transaction Code

• Provide all of the following:
  • A copy of the transaction receipt
  • Certification confirming that Dynamic Currency Conversion was chosen by the cardholder and not by the merchant

• 76 – Incorrect Currency or Transaction Code

• Ask your acquirer to provide certification that you are registered to offer Dynamic Currency Conversion and a copy of the transaction receipt showing your local currency

• 81 – Fraud – Card-Present Environment

• The compelling evidence needed includes all of the following:
  • Evidence that the merchant has been successfully registered into and continues to participate in the Visa Digital Commerce Program
  • Evidence that the merchant is the owner of the operating system for the subject electronic device
  • Evidence that the account set up on the merchant’s website or application was accessed by the cardholder and has been successfully verified before or on the transaction date
  • Evidence that the disputed transaction used the same device and card as any previous transactions that were not disputed
  • Proof that the device ID number, IP address and geographic location, and name of device (if available) are linked to the cardholder profile on record at the merchant
  • Description of the merchandise or services and the date and time goods were purchased and successfully downloaded
  • Customer name linked to the customer profile on record at the merchant
  • Evidence that the customer password was re-entered on the merchant’s website or application at the time of purchase
  • Evidence that the merchant validated the card when the cardholder first linked the card to the customer profile on record at the merchant

• 72 – No Authorization

• Provide all of the following:
  • The transaction receipt and certification of the date the transaction was initiated, completed
  • The dates, authorized amounts, and authorization codes of the approved authorizations

• 76 – Incorrect Currency or Transaction Code

• Provide a transaction receipt or other record that proves that the transaction code was correct

• 53 – Not as Described or Defective Merchandise

• Your response needs to include documentation to prove that the terms of the sale of the goods or services were not misrepresented

• 53 – Not as Described or Defective Merchandise

• Provide any of the following:
  • Documentation to prove that the goods or service matched what was described
  • A rebuttal addressing the cardholder’s claims
  • Documentation to prove that the cardholder did not attempt to return the merchandise

• 83 – Fraud – Card-Absent Environment

• Provide the Verified by Visa Authentication history log proving that the cardholder was authenticated

• 82 – Duplicate Processing

• Provide documentation to demonstrate that the time of the call is different for each transaction

• 80 – Incorrect Transaction Amount or Account Number

• Supply documentation to prove one of the following:
  • The transaction receipt was not altered
  • The cardholder agreed to the altered amount
  • The merchant is permitted or required to alter the transaction amount

• 80 – Incorrect Transaction Amount or Account Number

• Provide a transaction receipt or other record to prove that the transaction amount or the account number was correct

• 76 – Incorrect Currency or Transaction Code

• Provide a transaction receipt or other record that proves that the transaction currency was correct

Download our 100+ page comprehensive guide to reason codes, modifiers, time limits, and compelling evidence.