Conditions

An issuer may initiate a dispute under Dispute Condition 13.5: Misrepresentation for the following reason:

• The cardholder claims that the terms of sale were misrepresented by the merchant.

Time Limit

A Dispute must be processed within both:

• 120 calendar days of either:
  • The Transaction Processing Date
  • The date the Cardholder received the merchandise or services
• 60 calendar days of the date the Issuer received the first Cardholder notification of the dispute, if:
  • There is evidence in the notification of previous ongoing negotiations between the Cardholder and the Merchant to resolve the dispute.
  • The negotiations occurred within 120 days of the Transaction Processing Date.
  • The Dispute Processing Date is no later than 540 calendar days from the Transaction Processing Date.

Dependencies

All of the following:

• Certification of all of the following, as applicable:
  • The date the merchandise was returned or the service was cancelled
  • The name of the shipping company
  • The invoice/tracking number (if available)
  • The date the Merchant received the merchandise
  • Certification that the Merchant refused the return of merchandise, refused to provide a return merchandise authorization, or informed the Cardholder not to return the merchandise
  • That the Cardholder attempted to resolve the dispute with the Merchant
  • An explanation of what was not as described or defective
  • The date the Cardholder received the merchandise or services
• Evidence from the Cardholder describing how the Merchant’s verbal and/or written representations do not match the terms of sale to which the Cardholder agreed
• Copy of the Cardholder’s investment account showing the date, withdrawal amount, and available balance at the time the withdrawal request was made
• For disputes involving ongoing negotiations, all of the following:
  • The date the Cardholder began negotiations with the Merchant
  • The date the Issuer was first notified of the dispute
  • Evidence of ongoing negotiations between the Cardholder and the Merchant to resolve the dispute

Related Questionnaires

Visa Questionnaire - Merchandise or Service Terms of Sale