Conditions

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

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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.

Time Limit

Before initiating a Dispute, an Issuer must wait 15 calendar days from the date the merchandise was returned.

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• 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
• 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

Related Questionnaires

Visa Cancelled or Returned Merchandise or Service Questionnaire