Conditions
An issuer may initiate a Dispute under Dispute Condition 13.1: Merchandise/Services Not Received for the following reason:
- The cardholder participated in the Transaction but the cardholder or an authorized person did not receive the merchandise or services because the merchant or prepaid partner was unwilling or unable to provide the merchandise or services.
Time Limit
If applicable, before initiating a Dispute, an Issuer must wait 15 calendar days from either:
- The Transaction Date, if the date the services were expected or the delivery date for the merchandise is not specified
- The date the Cardholder returned or attempted to return the merchandise, if the merchandise was returned due to late delivery
A Dispute must be processed no later than either:
- 120 calendar days from the Transaction Processing Date
- 120 calendar days from the last date that the Cardholder expected to receive the merchandise or services
Dependencies
All of the following, as applicable:
- Certification of any of the following, as applicable:
Purchase a third-party gift card without an expiration date, where the merchandise or services were not provided by the third party due to insolvency or bankruptcy.
21.1 Mandate
Added
- Services were not rendered by the expected date/time
- Merchandise was not received by the expected date/time
- Merchandise was not received at the agreed location (Issuer must specify the address of the agreed location)
- Cardholder attempted to resolve with Merchant
- The date the merchandise was returned
- A detailed description of the merchandise or services purchased, unless prohibited by applicable laws or regulations. This description must contain additional information beyond the data required in the Clearing Record.
- A Statement of Dispute, if both:
- The Cardholder has disputed 3 or more Transactions for non-receipt of merchandise or services at the same Merchant.
- The disputed Transactions all occurred within the same 30-calendar day period.