The system is pre-configured to request documents from the claimant in certain scenarios, as defined below. When the conditions for a document requirement are met, the following page will be displayed before the Summary page, during intake. If the documentation is available, it can be attached.
Visa Document Requirements
Dispute Category | Claim Reason | Required Document | Additional Criteria |
Fraud | Fraud Application | Statement of Fraud Application | ClaimReason = FraudApp |
Processing Error | Paid by Other Means | Proof of Payment | Required when the other form of payment is not a card issued by the same issuer as the transaction being disputed. |
Consumer Dispute | Merchandise/Services Not Received | Statement of Dispute | 3 or more Merchandise/Services Not Received disputes on same account, at same merchant, within a 30-day period |
Consumer Dispute | Credit Not Processed | Copy of Credit Transaction Receipt or Voided Transaction Receipt | A Credit Transaction Receipt or Voided Transaction Receipt was issued. |
Consumer Dispute | ATM Withdrawal | Statement of Dispute | 3 or more ATM disputes on same account, at same ATM, within a 30-day period |