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- The merchant did not properly disclose or did disclose, but did not apply, a limited return or cancellation policy at the time of the transaction.
- In the Europe Region: The merchandise or services relate to an off premises, distance selling contract (as set out in the EU Directive and amended from time to time) which is always subject to a 14-day cancellation period.
Dependencies
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- The value of the unused portion of the cancelled service
- The value of the returned merchandise
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- The dispute applies for a timeshare Transaction processed with an incorrect MCC.
- The dispute applies if the cardholder cancelled a timeshare transaction within 14 calendar days of the contract date or the date the contract or related documents were received. If the cardholder cancels a timeshare transaction after 14 calendar days from the contract date or the date the contract or related documents were received, the cardholder must cancel according to the merchant’s properly disclosed limited return or cancellation policy.
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Time Limit
Before initiating a Dispute, an Issuer must wait 15 calendar days from the date the merchandise was returned.
A Dispute must be processed no later than 120 calendar days from one of the following:
- The Transaction Processing Date
- The date the Cardholder received or expected to receive the merchandise or services, not to exceed 540 calendar days from the Transaction Processing Date
- For an Adjustment of a PIN-Authenticated Visa Debit Transaction, the date of the Adjustment
Dependencies
Certification of the following, as applicable:
- For a Timeshare Transaction, both:
- The cancellation date
- The date the contract was received by the Cardholder, if applicable
- For a Guaranteed Reservation, the Merchant processed a No-Show Transaction, the date of the expected services, and one of the following:
- 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 and applicable taxes when a guaranteed reservation was cancelled or unclaimed.
- The dispute applies if the cardholder made a reservation and attempted to cancel within 24 hours of delivery of the reservation confirmation, but was billed for a no-show transaction.
- For all other Transactions, all of the following, as applicable:
- The date the merchandise or service was expected or received
- The date the merchandise or service was cancelled or returned
- The name of the shipping company
- The invoice/tracking number
- The date the Merchant received the merchandise
- For returned merchandise, that the Cardholder attempted to resolve the dispute with
- the Merchant
- That the Merchant refused the return of merchandise, refused to provide a return merchandise authorization, or informed the Cardholder not to return the merchandise