Conditions

An issuer may initiate a dispute under Dispute Condition 13.7: Cancelled Merchandise/Services for the following reason:

All of the following:

The cardholder cancelled or returned merchandise, cancelled services, cancelled a timeshare transaction, or cancelled a guaranteed reservation.
The merchant did not process a credit or voided transaction receipt.

Either:

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.

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

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, 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
For all other Transactions, all of the following, as applicable:
- The date the merchandise or service was expected or received
- Whether the merchandise was 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

Info

title	21.2 Mandate

The following, additional requirements have been added to comply with 21.2 mandates:

For a Timeshare Transaction OR a Guaranteed Reservation where the Cardholder properly cancelled or the Cardholder attempted to cancel within 24 hours of delivery of the reservation confirmation OR where the merchandise was not received:
- Details of the cancellation policy
For a Guaranteed Reservation
- Details of the cancellation policy
For a Guaranteed Reservation where the Cardholder properly cancelled or the Cardholder attempted to cancel within 24 hours of delivery of the reservation confirmation:
- Cancellation date
For a merchandise purchase where the merchandise was not received:
- Details of the cancellation policy