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

All of the following, as applicable:

Certification of any of the following, as applicable:
- 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.

21.2 Mandate

The following, additional requirements have been added to comply with 21.2 mandates:

Certification of the 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, where applicable.
If the expected receipt date provided is greater than today's date, an explanation of why a dispute is being initiated prior to the expected delivery date is required.
If <WhatWasNotReceived>='S' (Services) and MCC=4722...
1. A Y/N answer is required to "Does the dispute involve a Visa Commercial Card Virtual Account?".
2. If <VisaComCardVirtualAccInd> = "Yes" a Y/N answer is required to "Did virtual account holder suffer a financial loss?" (NOTE: When the answer to the question "Do you issue Visa Commercial Card Virtual Accounts" in Client Settings is "No", the answer to <VisaComCardVirtualAccInd> is automatically set to "No".)
3. A Y/N answer is required to "Did merchant/travel provider cancel services?"
4. If <DidMerchantCancelInd > = "Yes" a date answer is required to "What was the date that the merchant cancelled services?"
5. If <ExpectedReceiveDate> is greater than today's date, a less than 5000 character string answer is required to "Why are you initiating a dispute prior to the expected delivery date?"