Conditions
The cardholder contacted the issuer claiming that the cardholder did not authorize the transaction.
Dependencies
- A cardholder letter, email, message, or completed Dispute Resolution Form describing the cardholder’s complaint in sufficient detail to enable all parties to understand the dispute.
- Account Block and Reissue MUST be completed
- Fraud Reporting MUST be completed
- Exception File Listing MUST be completed
Pre-Arbitration Notes
When submitting a pre-arbitration case for recurring, e-commerce, or MO/TO transactions, the user must specify, in the answer to the "Why are you initiating pre-arbitration?" question, or as Supporting Documentation, that the information (meaning cardholder name, billing address, or both) provided in the second presentment did not match the information on file with the issuer at the time of the disputed transaction (or equivalent wording).
Pre-arbitration case filing is not available when the acquirer provided compelling evidence documenting authentication of the cardholder using SecureCode at the start of a recurring transaction arrangement. In this case, the issuer may consider disputing the transaction as a Cardholder Dispute.