Вы находитесь на странице: 1из 352

Visa International

Operating Regulations

Volume II — Dispute Resolution Rules

15 November 2008

**VISA PUBLIC**
THIS PAGE INTENTIONALLY LEFT BLANK.

15 November 2008 **VISA PUBLIC** Visa International Operating Regulations, Volume II—Dispute Resolution Rules
About the Operating Regulations
The Visa Operating Regulations consist of the Visa International and Regional Operating
Regulations, and govern the relationship between Visa and its Members. The Visa Operating
Regulations do not constitute a third-party beneficiary contract as to any entity or person, nor
do they constitute a contract, promise or representation, or confer any rights, privileges, or
claims of any kind, as to any third parties. Visa reserves the right to amend, modify, delete
or otherwise change the Visa Operating Regulations at any time, and such changes, if
made after the publication date noted in this version of the Visa Operating Regulations
(15 November 2008), will not appear in this manual. The contents of this manual will be
updated in accordance with the normal publication cycle of the Visa Operating Regulations.
In the event of any discrepancy between the text in this manual and the Visa Operating
Regulations, the text contained in the Visa Operating Regulations takes precedence.

The Regional Operating Regulations each apply only to the operations of Members within
each respective Region (e.g., the Visa USA Inc. Operating Regulations only apply to a
Member’s operations in the U.S. region). In addition, please note that Visa Europe is a
separate entity that is an exclusive licensee of Visa Inc.’s trademarks and technology in the
European region and, as such, members of Visa Europe are governed by the Operating
Regulations of Visa Europe.

Purpose of this Manual


As a newly global, public company, Visa is increasing transparency to provide all stakeholders
with a better understanding of our business. Visa believes public disclosure of our Operating
Regulations will not only help demonstrate the complexity of our industry, but also the
consideration Visa takes in balancing the interests of financial institutions, merchants and
consumers, while maintaining strict compliance with the diverse regulatory requirements
throughout the world.

Other Notices
Although the Visa Operating Regulations govern only our Members’ participation in the
VisaNet payments systems, we recognize the broader community’s interest in understanding
our rules. In order to safeguard the security of our cardholders and merchants and the integrity
of the Visa system, we have omitted certain proprietary and competitive information from this
manual.

As such, a reader of this manual may observe non-sequential section numbering, and
information that may seem out of context or incomplete regarding the subject addressed.
Visa makes no representations or warranties as to the accuracy or completeness of the text
contained in this manual. In addition, the Visa Operating Regulations refer to certain
confidential and technical publications and associated materials published by Visa which
explain certain system functions and product or service requirements related to the day-to-day
operations of the VisaNet systems. These publications are considered extensions of the Visa
Operating Regulations and apply if a Member participates in a specific service governed by
their relationship with Visa.

If you have questions about the Visa Operating Regulations, or need additional information
that is not contained in these materials, please visit www.corporate.visa.com.

15 November 2008 **VISA PUBLIC** Visa International Operating Regulations, Volume II—Dispute Resolution Rules i
About the Operating Regulations

Trademarks
Trademark notices and symbols used in this manual reflect the registration status of
Visa trademarks in the United States.

These materials are of a proprietary nature and should not be copied or distributed without
written permission of Visa.

© 2008 Visa. All Rights Reserved.

ii 15 November 2008 **VISA PUBLIC** Visa International Operating Regulations, Volume II—Dispute Resolution Rules
Table of Contents
Chapter 1: Transaction Receipt Retrieval, Chargebacks, and
Representments
1.1 INTRODUCTION . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1
1.2 MUTUAL ASSISTANCE . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1
1.3 TRANSACTION RECEIPT RETRIEVAL . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1
1.3.A Request for Transaction Receipt Copy 1
1.3.B Transaction Receipt Retention 2
1.3.C Transaction Receipt Request and Fulfillment Data 2
1.3.C.1 Minimum Data Requirements 2
1.3.C.2 Transaction Fulfillment Document Requirements—Small Ticket
Transaction, 3
1.3.C.3 Transaction Receipt Fulfillment Documents—Data Requirements 3
1.3.D VisaNet Copy Request and Fulfillment Service 6
1.3.D.1 Acquirer Responsibilities 6
1.3.D.2 Issuer Rights 7
1.3.E Acquirer Discrepancy Notification 7
1.3.E.1 Request Discrepancy or Data Omission 7
1.3.E.2 Issuer Responsibilities 7
1.3.F Retrieval Fees 7
1.3.F.1 Fees 7
1.3.F.2 Fee Recovery 7
1.4 CHARGEBACKS AND REPRESENTMENTS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8
1.4.A Chargeback and Representment Process 8
1.4.B Chargeback and Representment Transmission 8
1.4.B.1 Clearing and Settlement 8
1.4.B.2 Documentation 8
1.4.C Chargeback Reduction Service 9
1.4.C.1 Overview 9
1.4.C.2 Return of BASE II Presentment 9
1.4.C.3 Return of Chargeback 9
1.4.D Chargeback 9
1.4.D.1 Attempt to Settle 9
1.4.D.2 Chargeback Dispute Groups and Time Limits 10
1.4.D.3 Reasons and Time Limits for Specific Transaction Types 13
1.4.D.4 Chargeback Time Limits 15
1.4.D.5 Transaction Chargeback Method 15
1.4.E Processing Requirements 16
1.4.E.1 Chargeback Documentation 16
1.4.E.2 Chargeback Amount 16
1.4.E.3 Currency Conversion 16

15 November 2008 **VISA PUBLIC** Visa International Operating Regulations, Volume II—Dispute Resolution Rules iii
Table of Contents

1.5 REPRESENTMENT . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17
1.5.A Representment Reasons, Conditions, and Time Limits 17
1.5.A.1 Representment Documentation Requirements 18
1.5.A.2 Representment Amount 18
1.5.B Currency Conversion Difference 18
1.6 CHARGEBACK REASON CODES . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19

Chapter 2: Arbitration
2.1 ARBITRATION . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 195
2.1.A Reason 195
2.1.B Pre-Arbitration Conditions 195
2.1.B.1 Pre-Arbitration Attempt 195
2.1.B.2 Pre-Arbitration Response 195
2.1.B.3 Pre-Arbitration Acceptance or Rebuttal 196
2.1.C Arbitration Process 196
2.1.C.1 Filing Reasons 196
2.1.C.2 Filing Procedures 196
2.1.C.3 Invalid Request 197
2.1.C.4 Valid Request 198
2.1.C.5 Appeal Rights 199
2.1.C.6 Appeal Filing Fee 200
2.1.C.7 Finality of Decision on Appeal 200

Chapter 3: Compliance
3.1 COMPLIANCE . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 201
3.2 FILING CONDITIONS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 201
3.3 INTERCHANGE REIMBURSEMENT FEE COMPLIANCE
(EFFECTIVE 1 JULY 2008) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 201
3.4 PRE-COMPLIANCE CONDITIONS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 202
3.4.A Pre-Compliance Attempt 202
3.4.B Data Compromise Recovery 202
3.4.C Pre-Compliance Acceptance or Rebuttal 202
3.4.C.1 Pre-Compliance Acceptance 202
3.4.C.2 Pre-Compliance Rebuttal 202
3.4.C.3 Pre-Compliance Response 202
3.5 COMPLIANCE PROCESS. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 203
3.5.A Filing Reasons 203
3.5.A.1 Chargeback Reduction Service Return 203
3.5.A.2 Hotel Reservation Service or Specialized Vehicle
Reservation Service Transaction 203
3.5.A.5 Copy Fulfillment 203
3.5.A.6 Delayed or Amended Charges 204
3.5.A.7 Timeshare Transactions 204
3.5.A.8 Card Acceptance Violations 204

iv 15 November 2008 **VISA PUBLIC** Visa International Operating Regulations, Volume II—Dispute Resolution Rules
3.5.A.9 Non-Card 204
3.5.A.10 Electronic Commerce Transaction (Attempts Authentication) 204
3.5.A.11 Account Generated Counterfeit Fraud 205
3.5.B Filing Procedures 205
3.5.B.1 Filing Authority 205
3.5.B.2 Time Limits 206
3.5.B.3 Required Documentation 206
3.5.B.4 Filing Fee 207
3.5.B.5 Notification 207
3.5.C Invalid Request 207
3.5.C.1 Group Member 207
3.5.C.2 Visa 207
3.5.D Valid Request 207
3.5.D.1 Visa Notification 207
3.5.D.2 Opposing Member’s Response 207
3.5.D.3 Requesting Member’s Withdrawal 208
3.5.D.4 Visa Compliance Decision 208
3.5.D.5 Financial Liability 208
3.5.E Appeal Rights 209
3.5.E.1 Appeal Amount 209
3.5.E.2 Time Limits 209
3.5.E.3 Appeal Filing Fee 209
3.5.E.4 Finality of Decision on Appeal 209

Chapter 4: Interchange Reimbursement Fee Compliance,


Effective 1 July 2008
4.1 INTRODUCTION . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .211
4.2 FILING CONDITIONS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .211
4.2.A Eligibility Criteria 212
4.2.B Transaction Aggregation Criteria 212
4.2.C Transaction Aggregation Limit 212
4.3 INTERCHANGE REIMBURSEMENT FEE COMPLIANCE GENERAL
REQUIREMENTS. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .212
4.3.A Interchange Reimbursement Fee Compliance Screening 212
4.3.A.1 Correspondence 213
4.3.A.2 Filing Period 213
4.3.A.3 Certification 213
4.3.A.4 Visa Interchange Reimbursement Fee Compliance
Screening Decision 214
4.3.A.5 Invalid Requests—Compliance Screening 214
4.3.A.6 Re-submitting an Interchange Reimbursement Fee
Compliance Request 215
4.3.A.7 Fees 215

15 November 2008 **VISA PUBLIC** Visa International Operating Regulations, Volume II—Dispute Resolution Rules v
Table of Contents

4.3.B Interchange Reimbursement Fee Pre-Compliance 215


4.3.B.1 Attempt to Resolve 215
4.3.B.2 Delivery of Pre-Compliance Documentation 216
4.3.B.3 Time Limit 216
4.3.C Pre-Compliance Acceptance 217
4.3.D Filing Compliance 217
4.4 INTERCHANGE REIMBURSEMENT FEE COMPLIANCE PROCESS . . . . . . . . . . . 217
4.4.A Filing Reasons 217
4.4.B Filing Procedures 217
4.4.B.1 Required Documentation 217
4.4.B.2 Filing Time Limits 217
4.4.B.3 Delivery 218
4.4.B.4 Review Fee 218
4.4.C Invalid Requests—Compliance Process 218
4.4.D Compliance Filing Withdrawal 218
4.4.E Visa Interchange Reimbursement Fee Compliance Decision 218
4.4.E.1 Visa Review 218
4.4.E.2 Financial Liability 219
4.4.E.3 Collection and Settlement 219
4.4.E.4 Exchange Rate Risk 219
4.4.F Appeal Rights 219
4.4.F.1 Time Limits 219
4.4.F.2 Appeal Fee 220
4.4.F.3 Appeal Decision 220

Appendix B—Merchant Data Standards


Appendix D—Defined Terms

vi 15 November 2008 **VISA PUBLIC** Visa International Operating Regulations, Volume II—Dispute Resolution Rules
1 Transaction Receipt Retrieval,
Chargebacks, and Representments

1.1 INTRODUCTION
This chapter governs the Transaction Receipt retrieval process. It also governs the Chargeback
and Representment process.

1.2 MUTUAL ASSISTANCE


A Member must attempt to offer mutual assistance to other Members to resolve disputes between
both:

• Its Cardholder and another Member’s Merchant

• Its Merchant and another Member’s Cardholder

If a Cardholder or Merchant accepts financial liability for a Transaction, its Member must reimburse
the other Member directly.

1.3 TRANSACTION RECEIPT RETRIEVAL


An Issuer may request a Transaction Receipt from an Acquirer. This section governs Issuer and
Acquirer rights, responsibilities, and procedures for obtaining and providing these documents. Only
Group Member operating regulations or Private Agreements may supersede this section.

1.3.A Request for Transaction Receipt Copy


An Issuer may request and must accept a Transaction Receipt copy, including a Substitute
Transaction Receipt. Table 1-1 lists reasons for requesting Transaction Receipt copies and
their corresponding BASE II request codes. Table 1-2 lists the Single Message System codes.

Table 1-1: Transaction Receipt Retrieval Request Reasons (BASE II Retrieval Request)

Request Reason for Copy BASE II


BASE II Request Code
Transaction Code 52

Request for copy bearing signature1 28

T&E Document request 29

Cardholder request due to dispute 30

Cardholder does not recognize Transaction 32

Fraud analysis request 33

Legal process request 34

1. Not applicable to a Vehicle-Specific Fleet Card Transaction.

15 November 2008 **VISA PUBLIC** Visa International Operating Regulations, Volume II—Dispute Resolution Rules 1
Chapter 1: Transaction Receipt Retrieval, Chargebacks, and Representments

Table 1-2: Transaction Receipt Retrieval Request 1.3.C.1 Minimum Data Requirements
Reasons (Single Message System)

Table 1-2: Transaction Receipt Retrieval Request Reasons (Single Message System)

Message Reason Code (Field 63.3) in Single


Online Request Only
Message System Request for Copy Message

Request for copy bearing signature1 0028

T&E Document request 0029

Cardholder request due to dispute 0030

Cardholder does not recognize Transaction 0032

Fraud analysis request 0033

Legal process request 0034

1. Not applicable to a Vehicle-Specific Fleet Card Transaction.

1.3.B Transaction Receipt Retention


If requested, an Acquirer must provide an Issuer with a legible Transaction Receipt copy
during the required retention period, as specified in Table 1-3.

Table 1-3: Transaction Receipt Retention Periods

Document Retention Period

Original Transaction Receipt According to applicable law. Original may then be


destroyed if a copy replaces it.

Transaction Receipt copy or 12 months from Processing Date


substitute

T&E Document 180 calendar days from Processing Date

Recurring Transaction Receipt 12 months from Processing Date of latest


Transaction

1.3.C Transaction Receipt Request and Fulfillment Data


1.3.C.1 Minimum Data Requirements
Each Retrieval Request must contain at least the following data:
• Acquirer Reference Number
• Account Number
• Transaction Date of original Presentment
• Merchant Category Code
• Either the Transaction amount in the Transaction Currency or a complete Merchant
description
• Applicable Retrieval Request reason code from Table 1-1 or Table 1-2

2 15 November 2008 **VISA PUBLIC** Visa International Operating Regulations, Volume II—Dispute Resolution Rules
1.3.C.2 Transaction Fulfillment Document Table 1-4: Transaction Receipt Fulfillment
Requirements—Small Ticket Transaction, Documents—Unattended Acceptance Terminals

1.3.C.2 Transaction Fulfillment Document Requirements—Small Ticket Transaction,


Each Fulfillment for a Small Ticket Transaction must contain at least the following data:
• Merchant name
• Total Transaction amount
• Date
• Confirmation that Cardholder performed payment using a Visa Card or a Visa
Electron Card or a Proximity Payment Device

SEE ALSO:
• Volume I—General Rules, Section 5.2.B.9
• Volume I—General Rules, Section 5.4.F.4
• Volume I—General Rules, Section 7.3.C.2
• Volume I—General Rules, Electronic Transaction Receipt

1.3.C.3 Transaction Receipt Fulfillment Documents—Data Requirements


To satisfy a Retrieval Request for the Transaction types appearing in Table 1-4,
Table 1-5, and Table 1-6, the Acquirer must provide the listed documents containing the
specified data.

Table 1-4: Transaction Receipt Fulfillment Documents—Unattended Acceptance Terminals

Transaction Type

Cardholder-Activated
Magnetic-Stripe Cardholder-Activated
Transaction
Telephone Transaction Type A
Type B or Type C

Copy Not applicable Copy Copy

Requested Document None Transaction log Transaction log

Required Data on Document

Account Number U

Transaction Date U U

Transaction Time U

Transaction Amount U

Authorization Code U

Evidence of electronic Card Imprint U

15 November 2008 **VISA PUBLIC** Visa International Operating Regulations, Volume II—Dispute Resolution Rules 3
Chapter 1: Transaction Receipt Retrieval, Chargebacks, and Representments

Table 1-5: Transaction Receipt Fulfillment Table 1-5: Transaction Receipt Fulfillment
Documents—Recurring, Mail/Phone Order, Retail, Documents—Recurring, Mail/Phone Order, Retail,
and Electronic Commerce Transactions and Electronic Commerce Transactions

Table 1-5: Transaction Receipt Fulfillment Documents—Recurring, Mail/Phone Order, Retail, and
Electronic Commerce Transactions

Transaction Type

Recurring, Mail/
Recurring or Mail
Phone Order, or
Order (Excludes Electronic Commerce
Retail as permitted in
Phone Order)
Section 7.3.D.1.b

Copy Copy Copy Copy

Requested Document Cardholder written Substitute Transaction Substitute Transaction


permission Receipt Receipt

Required Data on Document

Account Number U U U

Cardholder Name U U U

Transaction Date U U U

Transaction Amount U U U

Transaction Currency Not applicable Not applicable U

Authorization Code If any If any U

Cardholder Signature U1 Not applicable Not applicable

Merchant Name U U U

Merchant Location U U Online address

Description Merchandise or Merchandise or Merchandise or


services services services2

Itemized Charges U Not applicable Not applicable

1. The Recurring Services Merchant must retain the Cardholder’s permission in a format such as an e-mail, other electronic
record, or in paper form, for the duration of the Recurring Transactions and provide it upon Issuer request, as specified
in Volume I—General Rules, Section 5.3.C.
2. To remedy a Retrieval Request or use Reason Code 75, “Transaction Not Recognized” for an Aggregated Transaction,
an Electronic Commerce Merchant must provide the details specified in Section 5.2.B.6.a for the individual purchases
that have been aggregated.

4 15 November 2008 **VISA PUBLIC** Visa International Operating Regulations, Volume II—Dispute Resolution Rules
Table 1-6: Transaction Receipt Fulfillment Table 1-6: Transaction Receipt Fulfillment
Documents—T&E Transactions Documents—T&E Transactions

Table 1-6: Transaction Receipt Fulfillment Documents—T&E Transactions

Document Type Transaction Type

Car Rental Airline Hotel Cruise Line

Copy Copy Copy Copy Copy

Substitute Transaction Receipt U U U U

T&E Document U1 U1 U1

Required Data on Document

Account Number U U U U

Cardholder Name U If applicable U U

Passenger or Guest Name, if U U U


different than Cardholder Name

Cardholder Address U

Address where tickets were sent If available and


applicable

Transaction Date U

Rental and Return Dates U

Transaction Code If any

Transaction Amount U U U U

Authorization Code If any If any If any If any

Merchant Name U U U U

Merchant Location U U

Rental and Return location U

Travel Agent Name and Address If applicable

Rental Agreement Number U

Description U2 Airline flight Dates of stay, Dates of cruise


information check-in, and embarkation and
check-out disembarkation

Itemized Charges U3 U3

1. Must include a copy of all documents pertaining to a T&E Transaction, including the Transaction Receipt, car rental agreement,
and if one was created, a Guest Folio, as applicable. The Card Imprint and Cardholder signature must also be included if either
or both were obtained.
2. Includes type of car, mileage, rental rates, actual rate, refueling and insurance charges, adjustments, tax, cash received, billing
method, and rental agent ID number.
3. Includes room rate, tax, and food, beverage, and incidental charges.

15 November 2008 **VISA PUBLIC** Visa International Operating Regulations, Volume II—Dispute Resolution Rules 5
Chapter 1: Transaction Receipt Retrieval, Chargebacks, and Representments

1.3.D VisaNet Copy Request and Fulfillment Service Table 1-7: VisaNet Copy Request and Fulfillment
Service—Nonfulfillment Message Codes

1.3.D VisaNet Copy Request and Fulfillment Service


All Issuers and Acquirers must participate in the VisaNet Copy Request and Fulfillment
Service when initiating or responding to a Retrieval Request.

An Issuer must not initiate a manual request through the VisaNet Copy Request and
Fulfillment Service for BASE II Transaction code 52.

This section governs the VisaNet Copy Request and Fulfillment Service.

1.3.D.1 Acquirer Responsibilities


1.3.D.1.a An Acquirer must respond within 30 calendar days of the Retrieval Request
Processing Date with one of the following:
• Fulfillment
• Nonfulfillment Message
• Interchange log indicating that full credit for the original Transaction amount was
processed to the Cardholder Account Number
1.3.D.1.b When a Transaction Receipt contains a truncated or disguised Account Number, an
Acquirer may respond to a Retrieval Request Reason Code 30, “Cardholder request
due to dispute,” with a Substitute Transaction Receipt containing the complete
Account Number and the data elements specified in Table 1-5.
1.3.D.1.c The Acquirer may provide the Issuer with a Transaction Receipt that contains a
truncated or disguised Account Number.
1.3.D.1.d The Acquirer is not required to provide a Transaction Receipt for either:
• ATM Cash Disbursement
• Magnetic-Stripe Telephone Transaction
1.3.D.1.e A Fulfillment must both:
• Be legible enough for the Cardholder to read or for the Issuer to identify the
Account Number
• Include the unique 12-digit Copy Request Identifier assigned by VisaNet
1.3.D.1.f A Nonfulfillment Message must include the Copy Request Identifier and one of the
message codes listed in Table 1-7.

Table 1-7: VisaNet Copy Request and Fulfillment Service—Nonfulfillment Message Codes

Message Code Description

01 Invalid Request: Incorrect Account Number

02 Invalid Request: Not a valid Acquirer Reference Number

03 Item could not be located—Charge back

04 Acquirer will not fulfill—Charge back

05 Transaction Receipt not required or previously fulfilled

6 15 November 2008 **VISA PUBLIC** Visa International Operating Regulations, Volume II—Dispute Resolution Rules
1.3.D.2 Issuer Rights 1.3.F.2 Fee Recovery

1.3.D.2 Issuer Rights


An Issuer may exercise a Chargeback right for the Chargeback reason code applicable
to the dispute, if one of the following applies:
• Acquirer did not respond to a Retrieval Request within 30 calendar days of the
request
• Acquirer sent a Nonfulfillment Message code
• Acquirer did not send a valid or correct Fulfillment

1.3.E Acquirer Discrepancy Notification


1.3.E.1 Request Discrepancy or Data Omission
If the Acquirer cannot satisfy a Retrieval Request due to an Issuer discrepancy or data
omission, the Acquirer must notify the Issuer within 2 business days of the receipt of the
request.
1.3.E.1.a The notification must repeat the request information and identify the discrepancy.
1.3.E.1.b The Acquirer must use the same method for sending the notification as the Issuer
used to request the Transaction Receipt, for an International Transaction.

1.3.E.2 Issuer Responsibilities


If the Issuer receives a discrepancy notification, it may either:
• Correct the discrepancy or omission and request the Transaction Receipt again
• If it cannot identify the discrepancy or omission, charge back the Transaction after
expiration of the waiting period

1.3.F Retrieval Fees


1.3.F.1 Fees
Visa charges the Issuer and reimburses the Acquirer for a Retrieval Request as
specified in Volume I—General Rules, Section 8.4.

1.3.F.2 Fee Recovery


The Issuer may recover fees for Retrieval Requests for any of the following reasons:
• Acquirer did not properly supply the requested Transaction Receipt
• Substitute Transaction Receipt does not include the required data
• Request resulted from an incorrect Merchant description or a zero-filled or incorrect
Transaction Date in the VisaNet transmission

15 November 2008 **VISA PUBLIC** Visa International Operating Regulations, Volume II—Dispute Resolution Rules 7
Chapter 1: Transaction Receipt Retrieval, Chargebacks, and Representments

1.4 CHARGEBACKS AND REPRESENTMENTS 1.4.B.2 Documentation

1.4 CHARGEBACKS AND REPRESENTMENTS

1.4.A Chargeback and Representment Process


After receiving a Presentment, an Issuer may charge back a Transaction to the Acquirer under
the conditions specified beginning in Section 1.6. Similarly, the Acquirer may represent the
Chargeback to the Issuer. The Issuer must not charge back the Transaction a second time,
with the exception of Reason Code 93, “Merchant Fraud Performance Program”, and the
Acquirer must not represent the Transaction a second time. Figure 1-1 illustrates this process.

Figure 1-1 Chargeback and Representment Process Through VisaNet

A Member may have the right to file for Arbitration after completing the Chargeback/
Representment cycle (see Chapter 2, "Arbitration").

1.4.B Chargeback and Representment Transmission


1.4.B.1 Clearing and Settlement
A Member must process a Chargeback or Representment for an International
Transaction through VisaNet. A Member may also transmit a Chargeback for a Domestic
Transaction through an Interchange tape or by other means under a Private Agreement.

SEE ALSO:
• BASE II Record Requirements (Exhibit 2L) for the data that must appear in Chargeback and
Representment transmission records
• VisaNet manuals for the required formats

1.4.B.2 Documentation
1.4.B.2.a A Member sending Chargeback or Representment documentation must do so within
8 calendar days of the Chargeback or Representment Processing Date, using a Visa-
approved electronic documentation transfer method (e.g., the VisaNet
Documentation Automation Service).
1.4.B.2.b The Member must not send Chargeback or Representment documentation by mail,
fax, or any other non-automated method.

8 15 November 2008 **VISA PUBLIC** Visa International Operating Regulations, Volume II—Dispute Resolution Rules
1.4.C Chargeback Reduction Service 1.4.D.1 Attempt to Settle

1.4.C Chargeback Reduction Service


1.4.C.1 Overview
The Chargeback Reduction Service rejects invalid or incomplete Chargebacks and
returns them to the Issuer. These rejected records are not considered completed
Chargebacks. The Issuer may either:
• Correct the rejected record and resubmit it as a Chargeback within the applicable
Chargeback Period
• Accept financial liability for the Transaction

1.4.C.2 Return of BASE II Presentment


1.4.C.2.a If the BASE II Transaction Date field is zero-filled, Visa returns a Presentment to the
Acquirer if the Account Number was listed on the applicable Card Recovery Bulletin
within 10 calendar days prior to the Processing Date.
1.4.C.2.b If the BASE II Transaction Date field is not zero-filled, Visa returns a Presentment to
the Acquirer if all of the following apply:
• Account Number was listed on a Card Recovery Bulletin
• Card Recovery Bulletin Listing was effective in the Card Recovery Bulletin Region
of the Merchant Outlet on the Transaction Date indicated in the BASE II record
• Transaction amount is below the Floor Limit

1.4.C.3 Return of Chargeback


The Chargeback Reduction Service may return an invalid Chargeback to the Issuer if all
Chargeback requirements are not met.

1.4.D Chargeback
An Issuer may charge back a Transaction to an Acquirer under certain conditions. Table 1-8
through Table 1-17 specify the Chargeback reasons and time limits.

1.4.D.1 Attempt to Settle


1.4.D.1.a Before exercising a Chargeback, the Issuer must attempt to honor the Transaction.
1.4.D.1.b If this fails and the Issuer has already billed the Transaction to the Cardholder, the
Issuer must credit the Cardholder for the Chargeback amount.
1.4.D.1.c An Issuer must credit its Cardholder’s account for the amount in dispute, whether or
not a Chargeback was initiated, if the dispute involves an Electronic Commerce
Transaction and the conditions are met for any of the following Chargebacks:
• Reason Code 30, “Services Not Provided or Merchandise Not Received”
• Reason Code 41, “Cancelled Recurring Transaction”
• Reason Code 53, “Not as Described or Defective Merchandise”
• Reason Code 83, “Fraud—Card-Absent Environment”
• Reason Code 85, “Credit Not Processed”

15 November 2008 **VISA PUBLIC** Visa International Operating Regulations, Volume II—Dispute Resolution Rules 9
Chapter 1: Transaction Receipt Retrieval, Chargebacks, and Representments

1.4.D.2 Chargeback Dispute Groups and Time Table 1-8: Request for Information—Group 1
Limits Chargeback Reasons

1.4.D.1.d The Issuer must not be reimbursed twice for the same Transaction.
1.4.D.1.e A Cardholder must not be credited twice as a result of both a:
• Chargeback
• Credit processed by a Merchant

1.4.D.2 Chargeback Dispute Groups and Time Limits


The following tables list the Chargeback dispute groups, the Chargeback reason codes
included in each group, and the Chargeback time limits:
• Table 1-8, “Request for Information—Group 1”
• Table 1-9, “Fraud—Group 2”
• Table 1-10, “Authorization—Group 3”
• Table 1-11, “Processing Error—Group 4”
• Table 1-12, “Cancelled/Returned—Group 5”
• Table 1-13, “Non-Receipt Goods/Services—Group 6”
All of the Chargebacks in the following tables are specified in detail, beginning in
Section 1.6.
1.4.D.2.a Request for Information—Group 1
Table 1-8 lists the Chargebacks that may apply if an Issuer initiated a Retrieval
Request and the Acquirer either:
• Fulfilled the request with an illegible Fulfillment
• Did not provide additional Transaction Information beyond the data submitted in
the Clearing Record

Table 1-8: Request for Information—Group 1 Chargeback Reasons

Time Limit
Chargeback Reasons Reason Code
(Calendar Days)

Illegible Fulfillment 60 120

Transaction Not Recognized 75 120

10 15 November 2008 **VISA PUBLIC** Visa International Operating Regulations, Volume II—Dispute Resolution Rules
Table 1-9: Fraud—Group 2 Chargeback Reasons Table 1-10: Authorization—Group 3 Chargeback
Reasons

1.4.D.2.b Fraud—Group 2
Table 1-9 lists the Chargebacks that may apply if a Cardholder asserts that he did not
authorize or participate in a Transaction, or an Issuer certifies that the Account
Number used to complete a Transaction is fictitious or no longer valid.

Table 1-9: Fraud—Group 2 Chargeback Reasons

Time Limit
Chargeback Reasons Reason Code
(Calendar Days)

Fraudulent Multiple Transactions 57 120

Counterfeit Transaction 62 120

Fraud—Card-Present Environment 81 120

Fraud—Card-Absent Environment 83 120

Merchant Fraud Performance Program 93 120

1.4.D.2.c Authorization—Group 3
Table 1-10 lists the Chargebacks that may apply if a Merchant or an Acquirer did not
follow the proper Authorization procedures.

Table 1-10: Authorization—Group 3 Chargeback Reasons

Time Limit
Chargeback Reasons Reason Code
(Calendar Days)

Card Recovery Bulletin or Exception File 70 75

Declined Authorization 71 75

No Authorization 72 75

Expired Card 73 75

Service Code Violation 78 75

15 November 2008 **VISA PUBLIC** Visa International Operating Regulations, Volume II—Dispute Resolution Rules 11
Chapter 1: Transaction Receipt Retrieval, Chargebacks, and Representments

Table 1-11: Processing Error—Group 4 Chargeback Table 1-12: Cancelled/Returned—Group 5


Reasons Chargeback Reasons

1.4.D.2.d Processing Error—Group 4


Table 1-11 lists the Chargebacks that may apply if a Merchant incorrectly submitted
a Transaction or an Acquirer made a technical error in processing a Transaction.

Table 1-11: Processing Error—Group 4 Chargeback Reasons

Time Limit
Chargeback Reasons Reason Code
(Calendar Days)

Late Presentment 74 120

Incorrect Currency or Transaction Code or 76 120


Domestic Transaction Processing Violation

Non-Matching Account Number 77 120

Incorrect Transaction Amount or Account 80 120


Number

Duplicate Processing 82 120

Paid by Other Means 86 120

Transaction Exceeds Limited Amount 96 120

1.4.D.2.e Cancelled/Returned—Group 5
Table 1-12 lists the Chargebacks that may apply if either:
• A Merchant issued a Credit Transaction Receipt, but did not process it
• A Cardholder cancelled a service or returned merchandise and the Merchant did
not process a Credit Transaction Receipt

Table 1-12: Cancelled/Returned—Group 5 Chargeback Reasons

Time Limit
Chargeback Reasons Reason Code
(Calendar Days)

Cancelled Recurring Transaction 41 120

Not as Described or Defective Merchandise 53 120

Credit Not Processed 85 120

12 15 November 2008 **VISA PUBLIC** Visa International Operating Regulations, Volume II—Dispute Resolution Rules
Table 1-13: Non-Receipt Goods/Services—Group 6 Table 1-14: ATM or Load Transaction Chargeback
Chargeback Reasons Reasons

1.4.D.2.f Non-Receipt Goods/Services—Group 6


Table 1-13 lists the Chargebacks that may apply if either:
• A Merchant was unable or unwilling to provide the service, or the Cardholder or
authorized person did not receive the merchandise at the agreed-upon location or
by the agreed-upon date
• A Cardholder completed an ATM Cash Disbursement or Load Transaction but did
not receive cash or Load Transaction value, or received only a portion of the cash
or Load Transaction value

Table 1-13: Non-Receipt Goods/Services—Group 6 Chargeback Reasons

Time Limit
Chargeback Reasons Reason Code
(Calendar Days)

Services Not Provided or Merchandise Not 30 120


Received

Non-Receipt of Cash or Load Transaction 90 120


Value at ATM or Load Device

1.4.D.3 Reasons and Time Limits for Specific Transaction Types


1.4.D.3.a ATM or Load Transaction Chargeback Reasons
Table 1-14 lists the only Chargebacks that apply to ATM Transactions. They may also
apply to other types of Transactions.

Table 1-14: ATM or Load Transaction Chargeback Reasons

Time Limit
Chargeback Reasons Reason Code
(Calendar Days)

Counterfeit Transaction 62 120

Late Presentment 74 120

Incorrect Currency or Transaction Code or 76 120


Domestic Transaction Processing Violation

Duplicate Processing 82 120

Non-Receipt of Cash or Load Transaction 90 120


Value at ATM or Load Device

15 November 2008 **VISA PUBLIC** Visa International Operating Regulations, Volume II—Dispute Resolution Rules 13
Chapter 1: Transaction Receipt Retrieval, Chargebacks, and Representments

Table 1-15: Visa TravelMoney Card Chargeback Table 1-16: Magnetic-Stripe Telephone Transaction
Reasons Chargeback Reasons

1.4.D.3.b Visa TravelMoney Card Chargeback Reasons


Table 1-15 lists the only Chargebacks that apply to Transactions completed with a
Visa TravelMoney Card. They may also apply to other types of Transactions.

Table 1-15: Visa TravelMoney Card Chargeback Reasons

Time Limit
Chargeback Reasons Reason Code
(Calendar Days)

Counterfeit Transaction 62 120

Late Presentment 74 120

Incorrect Currency or Transaction Code or 76 120


Domestic Transaction Processing Violation

Non-Matching Account Number 77 120

Service Code Violation 78 75

Fraud—Card-Absent Environment 83 120

Non-Receipt of Cash or Load Transaction 90 120


Value at ATM or Load Device

1.4.D.3.c Magnetic-Stripe Telephone Transaction Chargeback Reasons


Table 1-16 lists the only Chargebacks that apply to Magnetic-Stripe Telephone
Transactions. They may also apply to other types of Transactions.

Table 1-16: Magnetic-Stripe Telephone Transaction Chargeback Reasons

Time Limit
Chargeback Reasons Reason Code
(Calendar Days)

Card Recovery Bulletin or Exception File 70 75

Expired Card 73 75

Late Presentment 74 120

Service Code Violation 78 75

Fraud—Card-Present Environment 81 120

Duplicate Processing 82 120

Merchant Fraud Performance Program 93 120

Transaction Exceeds Limited Amount 96 120

14 15 November 2008 **VISA PUBLIC** Visa International Operating Regulations, Volume II—Dispute Resolution Rules
Table 1-17: Original Credit Money Transfer 1.4.D.5 Transaction Chargeback Method
Chargeback Reasons

1.4.D.3.d Original Credit Money Transfer Chargeback Reasons


Table 1-17 lists the only Chargebacks that apply to an Original Credit money transfer.
They may also apply to other types of Transactions.

Table 1-17: Original Credit Money Transfer Chargeback Reasons

Time Limit
Chargeback Reasons Reason Code
(Calendar Days)

Non-Matching Account Number 77 120

Duplicate Processing 82 120

Credit Not Processed 85 120

1.4.D.4 Chargeback Time Limits


1.4.D.4.a The Chargeback time limit is calculated from the Transaction Processing Date.
1.4.D.4.b The Chargeback time limit begins on the calendar day following this date.

1.4.D.5 Transaction Chargeback Method


An Issuer must charge back each Transaction separately. The Issuer must not combine
Transactions and charge them back as a single Transaction.
This rule does not apply to a Magnetic-Stripe Telephone or Telephone Service
Transaction for which the Cardholder did not give permission or when a Fictitious
Account Number was used or no valid Card was outstanding.

15 November 2008 **VISA PUBLIC** Visa International Operating Regulations, Volume II—Dispute Resolution Rules 15
Chapter 1: Transaction Receipt Retrieval, Chargebacks, and Representments

1.4.E Processing Requirements 1.4.E.3 Currency Conversion

1.4.E Processing Requirements


1.4.E.1 Chargeback Documentation
1.4.E.1.a An Issuer must provide an Acquirer with the following Chargeback documentation for
each Transaction, if required:
• Completed Exhibit 2E-1 Issuer through Exhibit 2E-6 Issuer, as appropriate. If no
documentation is required but documentation is sent, Exhibit 2E-1 Issuer through
Exhibit 2E-6 Issuer, as appropriate, must also be sent.
• Signed Cardholder certification denying participation in the Transaction for
asserted fraudulent use of a Card or Account Number. Each fraudulent
Transaction does not require a separate certification, however at a minimum, the
signed Cardholder certification must include the following:
- Cardholder Account Number (complete or partial Account Number is
acceptable)
- Merchant name
- Transaction amount
- The signed Cardholder certification may include a signature received in a secure
online banking environment maintained by the Issuer. In this environment, any
method used by the Cardholder that establishes a unique identity through use
of a password or other log-on identification method is considered a valid
Cardholder signature. When a signed Cardholder certification is received in an
online banking environment, the Issuer must certify with the Chargeback that the
unique identity represents the Cardholder signature.
• Translations into English for non-English documentation
• Other documentation as specified for each Chargeback
1.4.E.1.b A Member sending Chargeback documentation must do so within 8 calendar days of
the Chargeback Processing Date, using a Visa-approved electronic documentation
transfer method (e.g., the VisaNet Documentation Automation Service).
1.4.E.1.c The Member must not send Chargeback documentation by mail, fax, or any other
non-automated method.

1.4.E.2 Chargeback Amount


The Issuer must charge back for either:
• Actual billed amount in the Billing Currency
• Partial Transaction amount equal to the disputed amount

1.4.E.3 Currency Conversion


Visa converts the Billing Currency to the Acquirer’s Settlement Currency using the Basic
Currency Conversion Rate.

16 15 November 2008 **VISA PUBLIC** Visa International Operating Regulations, Volume II—Dispute Resolution Rules
1.5 REPRESENTMENT Table 1-18: Representment Reasons and
Conditions

1.5 REPRESENTMENT

1.5.A Representment Reasons, Conditions, and Time Limits


An Acquirer may represent a Transaction to the Issuer for one of the reasons listed in
Table 1-18 within 45 calendar days. The Representment time limit is calculated from the
Chargeback Processing Date.

Representment information in the following table appears in more detail in Section 1.6.

Table 1-18: Representment Reasons and Conditions

Representment Reason Conditions

Mis-sorted Chargeback1 None

Missing or incomplete Acquirer must wait 15 calendar days for document delivery:
documentation to support • If incomplete supporting documentation is received
Chargeback2 within the 15 calendar-day waiting period, Acquirer may
represent a Transaction immediately or any time
between the document receipt date and day 45
• If no supporting documentation is received within the 15
calendar-day waiting period, Acquirer may represent a
Transaction at any time between day 16 and day 45

Invalid Acquirer Reference None


Number/Tracing Data or Account
Number

Improper Chargeback See Section 1.6

Additional information available to See Section 1.6


remedy the Chargeback

Remedy reason code 60 Send legible copy of requested item

Improper ATM Cash Disbursement Acquirer submits the required documentation to remedy
or Load Transaction Chargeback3 Chargeback. See the ATM Cash Disbursement or Load
Transaction reason codes in Section 1.6
A Load Acquirer may represent an improper Chargeback
involving a Load Transaction within 15 calendar days of the
Chargeback Processing Date.

1. A mis-sorted Chargeback is calculated from the receipt date of the Chargeback documentation.
2. The time limit for missing or incomplete Chargeback documentation is calculated from the Chargeback
Processing Date.
3. An ATM Cash Disbursement or Load Transaction Representment is calculated from the Chargeback
Processing Date.

15 November 2008 **VISA PUBLIC** Visa International Operating Regulations, Volume II—Dispute Resolution Rules 17
Chapter 1: Transaction Receipt Retrieval, Chargebacks, and Representments

1.5.A.1 Representment Documentation 1.5.B Currency Conversion Difference


Requirements

1.5.A.1 Representment Documentation Requirements


1.5.A.1.a An Acquirer must provide the Issuer with the following Representment
documentation, if required:
• Documentation to remedy the Chargeback
• Completed Exhibit 2E-1 Acquirer through Exhibit 2E-6 Acquirer, as appropriate,
including the Chargeback reference number, if used (See BASE II Record
Requirements (Exhibit 2L))
• Translations of any non-English documentation
A Member sending Representment documentation must do so within 8 calendar days
of the Representment Processing Date, using a Visa-approved electronic
documentation transfer method (e.g., the VisaNet Documentation Automation
Service).
1.5.A.1.b The Member must not send Representment documentation by mail, fax, or any other
non-automated method.

1.5.A.2 Representment Amount


For a Representment, this field must contain one of the following:
• Same amount in the same Transaction Currency as in the original Presentment
• Partial Transaction amount to remedy the Chargeback
• Same or corrected amount in the Settlement Currency as received by the Acquirer for
the Chargeback

1.5.B Currency Conversion Difference


If the Transaction Currency and the Billing Currency are denominated in the euro or one of its
national currency units, VisaNet converts the Transaction amount to the Billing Currency using
the Basic Currency Conversion Rate.

For all other Transactions, VisaNet converts the Transaction amount to the Billing Currency
using the Currency Conversion Rate.

• The Acquirer is liable for any difference between the charged-back amount and the
Representment amount

• The Issuer is liable for any difference between the amount originally presented and the
Representment amount

18 15 November 2008 **VISA PUBLIC** Visa International Operating Regulations, Volume II—Dispute Resolution Rules
1.6 CHARGEBACK REASON CODES Table 1-19: Chargebacks at a Glance: Request for
Information—Group 1

1.6 CHARGEBACK REASON CODES


Table 1-19 through Table 1-25 list the Chargeback reason codes by dispute group and identify the
type of dispute that applies to each reason code.

Table 1-19: Chargebacks at a Glance: Request for Information—Group 1

Reason Code Reason Code Title, Description, and Conditions

60 Illegible Fulfillment
The Fulfillment supplied in response to a Retrieval Request is illegible.
Applies when a Fulfillment is received and the Account Number or Transaction
amount is illegible.

75 Transaction Not Recognized


The Cardholder does not recognize the Transaction and additional information
beyond the data required in the Clearing Record is needed to determine
Transaction validity.
Applies when Cardholder does not recognize a Transaction and additional
information beyond the data required in the Clearing Record is needed to
determine Transaction validity.

15 November 2008 **VISA PUBLIC** Visa International Operating Regulations, Volume II—Dispute Resolution Rules 19
Chapter 1: Transaction Receipt Retrieval, Chargebacks, and Representments

Table 1-20: Chargebacks at a Glance: Fraud— Table 1-20: Chargebacks at a Glance: Fraud—
Group 2 Group 2

Table 1-20: Chargebacks at a Glance: Fraud—Group 2

Reason Code Reason Code Title, Description, and Conditions

57 Fraudulent Multiple Transactions


Multiple Transactions occurred on a single Card at the same Merchant Outlet
without the Cardholder’s permission.

62 Counterfeit Transaction
A Counterfeit Card was used for a Magnetic-Stripe or Chip-initiated
Transaction that received Authorization but the Authorization Request did not
include the required data, or contained altered data.

81 Fraud—Card-Present Environment
A Merchant did not obtain an Imprint and a signature (or a PIN) in a
Card-Present Environment, and the Merchant completed the Transaction
without the Cardholder’s permission, or a Transaction was processed with a
Fictitious Account Number, or no valid Card was outstanding bearing the
Account Number on the Transaction Receipt.
Applies when the Merchant did not obtain an Imprint and signature, or PIN for
a Face-to-Face Transaction and either:
• Cardholder did not give permission to complete the Transaction
• Fictitious Account Number was used or no valid Card was outstanding

83 Fraud—Card-Absent Environment
A Mail/Phone Order or Electronic Commerce Transaction was processed
without the Cardholder’s permission, or a Fictitious Account Number was used,
or no valid Card was outstanding bearing the Account Number on the
Transaction Receipt.
Applies when a Mail/Phone Order or Electronic Commerce Transaction
occurred and either:
• Cardholder did not give permission to complete the Transaction
• Fictitious Account Number was used or no valid Card was outstanding

93 Merchant Fraud Performance Program


Visa notified the Issuer that the Transaction is identified by the Merchant Fraud
Performance Program

20 15 November 2008 **VISA PUBLIC** Visa International Operating Regulations, Volume II—Dispute Resolution Rules
Table 1-21: Chargebacks at a Glance: Table 1-21: Chargebacks at a Glance:
Authorization—Group 3 Authorization—Group 3

Table 1-21: Chargebacks at a Glance: Authorization—Group 3

Reason Code Reason Code Title, Description, and Conditions

70 Card Recovery Bulletin or Exception File


A Merchant did not check the Card Recovery Bulletin or Exception File for a
Transaction with an amount that was below the Floor Limit.

71 Declined Authorization
Merchant completed a Transaction after an Authorization Request received a
Decline Response.

72 No Authorization
Authorization was required for a Transaction, but the Merchant did not obtain
Authorization.

73 Expired Card
A Merchant completed a Transaction with a Card that expired prior to the
Transaction Date, and the Merchant did not obtain Authorization.

78 Service Code Violation


The Service Code on the Magnetic Stripe or Chip indicated that the Card was
invalid for the Transaction and the Merchant did not obtain Authorization.

15 November 2008 **VISA PUBLIC** Visa International Operating Regulations, Volume II—Dispute Resolution Rules 21
Chapter 1: Transaction Receipt Retrieval, Chargebacks, and Representments

Table 1-22: Chargebacks at a Glance: Processing Table 1-22: Chargebacks at a Glance: Processing
Error—Group 4 Error—Group 4

Table 1-22: Chargebacks at a Glance: Processing Error—Group 4

Reason Code Reason Code Title, Description, and Conditions

74 Late Presentment
Transaction was not processed within the required time limits and the account
was not in good standing on the Chargeback Processing Date, or the
Transaction was processed more than 180 calendar days from the Transaction
Date.

76 Incorrect Currency or Transaction Code or Domestic Transaction Processing


Violation
Transaction was processed with an incorrect Transaction code, or an incorrect
currency code, or the Merchant did not deposit a Transaction Receipt in the
country where the Transaction occurred.

77 Non-Matching Account Number


Transaction did not receive Authorization and was processed using an Account
Number that does not match any on the Issuer’s master file.

80 Incorrect Transaction Amount or Account Number


Transaction amount is incorrect, or an addition or transposition error was made
when calculating the Transaction amount, or Merchant altered the Transaction
amount after the Transaction was completed without the consent of the
Cardholder, or a Transaction was processed using an incorrect Account
Number.

82 Duplicate Processing
A single Transaction was processed more than once.

86 Paid by Other Means


Merchandise or service was received but paid by other means.

96 Transaction Exceeds Limited Amount


An Unattended Acceptance Terminal that performs Cardholder-Activated
Transaction Type A or Cardholder-Activated Transaction Type B exceeded the
allowed amount.

22 15 November 2008 **VISA PUBLIC** Visa International Operating Regulations, Volume II—Dispute Resolution Rules
Table 1-23: Chargebacks at a Glance: Cancelled/ Table 1-24: Chargebacks at a Glance: Non-Receipt
Returned—Group 5 Goods/Services—Group 6

Table 1-23: Chargebacks at a Glance: Cancelled/Returned—Group 5

Reason Code Reason Code Title, Description, and Conditions

41 Cancelled Recurring Transaction


The Merchant continued to charge a Cardholder for a Recurring Transaction
despite notification of cancellation.

53 Not as Described or Defective Merchandise


The Cardholder received damaged or defective merchandise, or the
merchandise or service did not match what was described on the Transaction
Receipt or other documentation presented at the time of purchase.

85 Credit Not Processed


A Merchant did not process a Credit Transaction Receipt as required.

Table 1-24: Chargebacks at a Glance: Non-Receipt Goods/Services—Group 6

Reason Code Reason Code Title, Description, and Conditions

30 Services Not Provided or Merchandise Not Received


Merchant was unable or unwilling to provide services, or the Cardholder or
authorized person did not receive the merchandise at the agreed-upon location
or by the agreed-upon date.

90 Non-Receipt of Cash or Load Transaction Value at ATM or Load Device


Cardholder did not receive, or received only a portion of cash or Load
Transaction value.

15 November 2008 **VISA PUBLIC** Visa International Operating Regulations, Volume II—Dispute Resolution Rules 23
Chapter 1: Transaction Receipt Retrieval, Chargebacks, and Representments

Table 1-25: Chargebacks at a Glance: Listed in Table 1-25: Chargebacks at a Glance: Listed in
Numerical Order Numerical Order

Table 1-25: Chargebacks at a Glance: Listed in Numerical Order

Reason Dispute
Reason Code Title Page
Code Group

30 Services Not Provided or Merchandise Not Received 6 188

41 Cancelled Recurring Transaction 5 156

53 Not as Described or Defective Merchandise 5 164

57 Fraudulent Multiple Transactions 2 38

60 Illegible Fulfillment 1 30

62 Counterfeit Transaction 2 42

70 Card Recovery Bulletin or Exception File 3 78

71 Declined Authorization 3 86

72 No Authorization 3 96

73 Expired Card 3 102

74 Late Presentment 4 112

75 Transaction Not Recognized 1 32

76 Incorrect Currency or Transaction Code or Domestic Transaction 4 118


Processing Violation

77 Non-Matching Account Number 4 128

78 Service Code Violation 3 106

80 Incorrect Transaction Amount or Account Number 4 134

81 Fraud—Card-Present Environment 2 52

82 Duplicate Processing 4 142

83 Fraud—Card-Absent Environment 2 64

85 Credit Not Processed 5 170

86 Paid by Other Means 4 148

90 Non-Receipt of Cash or Load Transaction Value at ATM or Load 6 194


Device

93 Merchant Fraud Performance Program 2 74

96 Transaction Exceeds Limited Amount 4 152

24 15 November 2008 **VISA PUBLIC** Visa International Operating Regulations, Volume II—Dispute Resolution Rules
THIS PAGE INTENTIONALLY LEFT BLANK.

15 November 2008 **VISA PUBLIC** Visa International Operating Regulations, Volume II—Dispute Resolution Rules 25
Group 1—Request for Information
26

Dispute Request for Information


Group
A Transaction Receipt or T&E Document Fulfillment was illegible, or the
15 November 2008 **VISA PUBLIC** Visa International Operating Regulations, Volume II—Dispute Resolution Rules

1
Cardholder does not recognize the Transaction

60 Illegible Fulfillment

The Fulfillment supplied in response to a Retrieval Request is illegible.

75 Transaction Not Recognized

The Cardholder does not recognize the Transaction and additional information beyond the data required in the Clearing Record is
needed to determine Transaction validity.
15 November 2008 **VISA PUBLIC** Visa International Operating Regulations, Volume II—Dispute Resolution Rules

GENERAL REQUIREMENTS FOR DISPUTE GROUP 1—REQUEST FOR INFORMATION

Chargeback Time Frame


1. The Chargeback time limit is 120 calendar days from the Transaction Processing Date.
2. The Retrieval Request was made within 89 calendar days of the Transaction Processing Date.

Representment Time Frame


The Representment time limit is 45 calendar days from the Chargeback Processing Date.

General Chargeback Rights and Limitations


1. Issuer may recover the Retrieval Request fee specified in Volume I—General Rules, Section 8.4.B if the Acquirer does not properly
fulfill the Request.
2. Chargeback is invalid for both:
a. Telephone Service Transactions
b. ATM Cash Disbursements
3. Chargeback is invalid when any of the following apply:
a. Retrieval Request was not transmitted through the VisaNet Copy Request and Fulfillment Service
b. Acquirer provides the Clearing Record in response to a Retrieval Request to demonstrate that a Credit Transaction Receipt
was processed

General Representment Rights and Limitations


1. Acquirer must not reassess the Retrieval Request fee to the Issuer.
2. Representment is invalid if a Fulfillment or Nonfulfillment Message was not transmitted through the VisaNet Copy Request and
Fulfillment Service.

Additional Information
1. At its option, a Member may provide any additional documentation or information to support the Chargeback or Representment.
2. If documentation is sent to the opposing Member, Dispute Resolution Form (Exhibit 2E-1) must also be provided.
3. If the Member Message Text is all that is required to support a Chargeback or Representment, use of Dispute Resolution Form
(Exhibit 2E-1) is optional.

Dispute Request for Information


Group
A Transaction Receipt or T&E Document Fulfillment was illegible, or the
1
Cardholder does not recognize the Transaction
27

Group 1—Request for Information


Group 1—Reason Code 60
28

Dispute Request for Information


Group
Reason Code 60 Illegible Fulfillment
15 November 2008 **VISA PUBLIC** Visa International Operating Regulations, Volume II—Dispute Resolution Rules

The Fulfillment supplied in response to a Retrieval Request is illegible.

Chargeback Condition 1
Issuer requested and received a Transaction Receipt or Substitute Transaction Receipt and the Account Number or amount is illegible.

Chargeback Rights and Limitations Representment Rights and Limitations

1. Issuer may recover the Retrieval Request fee specified in 1. Acquirer must not reassess the Retrieval Request fee to the Issuer.
Volume I—General Rules, Section 8.4.B, if the Acquirer does 2. Representment is invalid if a Fulfillment or Nonfulfillment Message
not properly fulfill the Request. was not transmitted through the VisaNet Copy Request and
2. Chargeback is invalid for both: Fulfillment Service.
a. Telephone Service Transactions
b. ATM Cash Disbursements
3. Chargeback is invalid when any of the following apply:
a. Retrieval Request was not transmitted through the
VisaNet Copy Request and Fulfillment Service
b. Acquirer provides the Clearing Record in response to a
Retrieval Request to demonstrate that a Credit
Transaction Receipt was processed
4. Chargeback is valid if the truncated or disguised Account
Number is illegible.
5. Chargeback is invalid if the embossed six-digit BIN of the
Account Number and the embossed Cardholder name are
legible.
15 November 2008 **VISA PUBLIC** Visa International Operating Regulations, Volume II—Dispute Resolution Rules

Chargeback Condition 1 (continued)


Issuer requested and received a Transaction Receipt or Substitute Transaction Receipt and the Account Number or amount is illegible.

Chargeback Representment Representment


Member Message Text and Conditions Member Message Text and
Supporting Documentation Supporting Documentation

Member Message Text: 1. Credit or Reversal was processed. Member Message Text:
REQ ID X...X (12 digits) Either that applies:
Documentation: 1. CRED MMDDYY ARN X...X
None required. (23 or 24 digits)
2. REVERSAL MMDDYY
Documentation:
None required.

2. Issuer did not meet the applicable Member Message Text:


Chargeback conditions. X...X (Specify the reason)
Documentation:
None required.

3. Acquirer can remedy the Chargeback. Member Message Text:


None required.
Documentation:
Both:
1. Exhibit 2E-1 Acquirer
2. Legible copy of the Transaction Receipt

Dispute Request for Information


Group
Reason Code 60 Illegible Fulfillment
1
29

Group 1—Reason Code 60


Group 1—Reason Code 75
30

Dispute Request for Information


Group
Reason Code 75 Transaction Not Recognized
15 November 2008 **VISA PUBLIC** Visa International Operating Regulations, Volume II—Dispute Resolution Rules

The Cardholder does not recognize the Transaction and additional information beyond the data required in the Clearing
Record is needed to determine Transaction validity.

Chargeback Condition 1
The Cardholder does not recognize the Transaction and additional information beyond the data required in the Clearing Record is needed to
assist the Cardholder in identifying the Transaction.

Chargeback Rights and Limitations Representment Rights and Limitations

1. A Retrieval Request must be made prior to exercising the 1. Representment must include additional information or Transaction
Chargeback when the Mail/Phone Order, Electronic data that was not required in the Clearing Record.
Commerce, or Recurring Transaction indicator is not present 2. Representment is invalid if Acquirer failed to respond to Retrieval
in the Clearing Record. Request or responded with a Nonfulfillment Message code “03” or
2. If a Retrieval Request is required, Issuer must wait 30 calendar “04,” or provided a Fulfillment which does not contain all the
days from the Retrieval Request Processing Date to receive required data elements, as specified in Section 1.3.C.
the Fulfillment or Nonfulfillment Message code prior to 3. Representment is invalid if Acquirer failed to respond to Retrieval
exercising the Chargeback. The waiting period does not apply Request or responded with a Nonfulfillment Message code “03” or
if a Fulfillment or Nonfulfillment Message is received. “04” and any of the following (for qualifying Transactions and
3. Chargeback is invalid if any of the following: effective dates, refer to Additional Information):1
a. Issuer used Retrieval Request reason code 33, “Fraud a. Transaction was Cash or Quasi-Cash
Analysis Request” or Retrieval Request reason code 34, b. Retrieval Request reason code was “29”2
“Legal Process Request” c. Transaction was not an EMV PIN Transaction
b. Acquirer supplies a Fulfillment with all required data 4. Representment for an Aggregated Transaction must include details
specified in Section 1.3.C of the individual purchases that have been aggregated, as specified
c. Lodging/Car Rental No-Show indicator in the Clearing in Volume I—General Rules, Section 5.2.B.6.a.
Record is “1”
d. Acquirer provided evidence of an Imprint and signature or
PIN
4. Chargeback does not apply to an Electronic Commerce
Transaction that was coded with ECI value “5” or “6.”
5. Chargeback is invalid when Cardholder states Transaction
was fraudulent.

1. A variance to this requirement applies in the jurisdiction of the Latin America and Caribbean, Asia-Pacific, and U.S.A. Regions, to exclude
Transactions involving Issuers and Acquirers from those Visa Regions.
2. For T&E Document Fulfillment, Transaction Receipt is optional.
15 November 2008 **VISA PUBLIC** Visa International Operating Regulations, Volume II—Dispute Resolution Rules

Chargeback Condition 1 (continued)


The Cardholder does not recognize the Transaction and additional information beyond the data required in the Clearing Record is needed to
assist the Cardholder in identifying the Transaction.

Chargeback Rights and Limitations Representment Rights and Limitations

Additional Information
1. If the Acquirer properly represents and the Cardholder still disputes the Transaction, the Issuer may pursue the new dispute via
pre-Arbitration.
2. If the Issuer initiates pre-Arbitration for a new dispute reason, the Issuer must both:
a. Meet the conditions of the new Chargeback reason code
b. Provide all the documentation or information required to support the new dispute
3. Visa recommends that the Acquirer supply all available Transaction details when responding to either:
a. Retrieval Request reason code 32
b. Chargeback Reason Code 75, “Transaction Not Recognized,” if a Representment right exists.
The Acquirer should provide additional details, such as:
i. Detailed description of goods or services that were provided
ii. Description of how Merchant confirmed the Cardholder’s participation, e.g., Cardholder signature, PIN, or other authentication
method
iii. Description of how delivery address was confirmed, if applicable, e.g., use of an address verification method
4. Chargeback is applicable if required data in the Clearing Record is insufficient to identify the Transaction (e.g., Merchant name missing
or unrecognizable to the Cardholder).
5. The Issuer may have a Compliance right for an Electronic Commerce Transaction that was coded with ECI value “6” if both:
a. Acquirer failed to respond to the Issuer’s Retrieval Request or responded with a Nonfulfillment Message code “03” or “04”
b. Cardholder required more information about the Transaction
6. The EMV Liability Shift Principles, as specified in Volume I—General Rules, Section 3.3.B and Volume I—General Rules, Section 4.3,
apply to all Intraregional Transactions in the jurisdiction of the CEMEA Regional Office. This includes Transactions occurring at both POS
and ATM devices.
The EMV Liability Shift Principles, as specified in Volume I—General Rules, Section 3.3.B and Volume I—General Rules, Section 4.3,
apply to all Interregional Transactions occurring at POS devices, between the jurisdiction of the CEMEA Regional Office and Visa Europe.
Effective 1 July 2008, the EMV Liability Shift Principles, as specified in Volume I—General Rules, Section 3.3.B and Volume I—General
Rules, Section 4.3, apply to all Interregional Transactions between the jurisdiction of the CEMEA Regional Office and Visa Europe. This
includes Transactions occurring at both POS and ATM devices.
Effective 1 October 2010, the EMV Liability Shift Principles, as specified in Volume I—General Rules, Section 3.3.B and
Volume I—General Rules, Section 4.3, apply to all Interregional Transactions.

Dispute Request for Information


Group
Reason Code 75 Transaction Not Recognized
1
31

Group 1—Reason Code 75


Group 1—Reason Code 75
32

Dispute Request for Information


Group
Reason Code 75 Transaction Not Recognized
15 November 2008 **VISA PUBLIC** Visa International Operating Regulations, Volume II—Dispute Resolution Rules

Chargeback Condition 1 (continued)


The Cardholder does not recognize the Transaction and additional information beyond the data required in the Clearing Record is needed
to assist the Cardholder in identifying the Transaction.

Chargeback Representment Representment


Member Message Text and Conditions Member Message Text and
Supporting Documentation Supporting Documentation

Member Message Text: 1. Credit or Reversal was processed. Member Message Text:
Both: Either that applies:
1. XX CH DOES NOT RECOGNIZE 1. CRED MMDDYY ARN X...X
“XX” must be one of the following codes: (23 or 24 digits)
01=Merchant Name 2. REVERSAL MMDDYY
02=Merchant Location Documentation:
03=Transaction amount Representment for an Aggregated
04=Transaction Date Transaction must include details of the
05=Other (must specify) individual purchases that have been
2. RR DATE MMDDYY, (if requested aggregated, as specified in Volume I—
Transaction Receipt not fulfilled) General Rules, Section 5.2.B.6.a.
Documentation:
None required.
15 November 2008 **VISA PUBLIC** Visa International Operating Regulations, Volume II—Dispute Resolution Rules

Chargeback Condition 1 (continued)


The Cardholder does not recognize the Transaction and additional information beyond the data required in the Clearing Record is needed to
assist the Cardholder in identifying the Transaction.

Chargeback Representment Representment


Member Message Text and Conditions Member Message Text and
Supporting Documentation Supporting Documentation

2. Issuer did not meet the applicable Member Message Text:


Chargeback conditions. X...X (Specify the reason)
Documentation:
None required.

3. Acquirer can remedy the Chargeback. Member Message Text:


None required.
Documentation:
Both:
1. Exhibit 2E-1 Acquirer
2. Copy of Transaction Receipt or other
document with additional information or
Transaction data that was not required in
Clearing Record

Dispute Request for Information


Group
Reason Code 75 Transaction Not Recognized
1
33

Group 1—Reason Code 75


Group 2—Fraud
34

Dispute Fraud
Group A fraududent Transaction was processed, or the Account Number used to process the Transaction was fictitious
15 November 2008 **VISA PUBLIC** Visa International Operating Regulations, Volume II—Dispute Resolution Rules

2 or no longer valid, or a Merchant was identified by the Merchant Fraud Performance Program.

57 Fraudulent Multiple Transactions

Multiple Transactions occurred on a single Card at the same Merchant Outlet without the Cardholder’s permission.

62 Counterfeit Transaction

A Counterfeit Card was used for a Magnetic-Stripe or Chip-initiated Transaction that received Authorization but the Authorization
Request did not include the required data, or contained altered data.

81 Fraud—Card-Present Environment

A Merchant did not obtain an Imprint and a signature (or a PIN) in a Card-Present Environment, and the Merchant completed the
Transaction without the Cardholder’s permission, or a Transaction was processed with a Fictitious Account Number, or no valid Card
was outstanding bearing the Account Number on the Transaction Receipt.

83 Fraud—Card-Absent Environment

A Mail/Phone Order, Recurring, or Electronic Commerce Transaction was processed without the Cardholder’s permission, or a
Fictitious Account Number was used, or no valid Card was outstanding bearing the Account Number on the Transaction Receipt.

93 Merchant Fraud Performance Program

Visa notified the Issuer that the Transaction is identified by the Merchant Fraud Performance Program.
15 November 2008 **VISA PUBLIC** Visa International Operating Regulations, Volume II—Dispute Resolution Rules

GENERAL REQUIREMENTS FOR DISPUTE GROUP 2—FRAUD

Chargeback Time Frame


1. The Chargeback time limit is 120 calendar days from the Transaction Processing Date.
2. For Chargeback Reason Code 93, the Chargeback time limit is 120 calendar days from the date of the identification by the Merchant
Fraud Performance Program.

Representment Time Frame


The Representment time limit is 45 calendar days from the Chargeback Processing Date.

General Chargeback Rights and Limitations


1. If a Retrieval Request is required, Issuer must wait 30 calendar days from the Retrieval Request date to receive a Fulfillment or
Nonfulfillment Message prior to exercising a Chargeback.
2. If a Retrieval Request was made but the Fulfillment was not received, Issuer may exercise the fraud-related Chargeback and
provide the Retrieval Request date.
3. Chargeback is invalid for Emergency Cash Disbursements.
4. For Chargeback Reason Codes 57, 81, and 83, Chargeback minimum for a T&E Transaction is US $25 or equivalent.

General Representment Rights and Limitations


Refer to individual reason codes.

Additional Information
1. If the Fulfillment was not received, Issuer may recover the Retrieval Request fee specified in Volume I—General Rules,
Section 8.4.B.
2. If documentation is sent to the opposing Member, the Dispute Resolution Form (Exhibit 2E-2) must also be provided.
3. If a Member Message Text is all that is required to support a Chargeback or Representment, use of Dispute Resolution Form
(Exhibit 2E-2) is optional.
4. The Acquirer must not reassess the Retrieval Request fee to the Issuer.
5. For Reason Code 81 involving an Airline Transaction, and for Reason Code 83, an Acquirer may represent with compelling
evidence of Cardholder participation.

Dispute Fraud
Group A fraududent Transaction was processed, or the Account Number used to process the Transaction was fictitious
2 or no longer valid, or a Merchant was identified by the Merchant Fraud Performance Program.
35

Group 2—Fraud
Group 2—Reason Code 57
36

Dispute Fraud
Group
Reason Code 57 Fraudulent Multiple Transactions
15 November 2008 **VISA PUBLIC** Visa International Operating Regulations, Volume II—Dispute Resolution Rules

Multiple Transactions occurred on a single Card at the same Merchant Outlet without the Cardholder’s permission.

Chargeback Condition 1
All of the following:
a. All disputed Transactions occurred at the same Merchant Outlet.
b. Cardholder acknowledges participating in at least 1 Transaction at the same Merchant Outlet.
c. Cardholder denies authorizing or participating in the disputed Transaction.
d. Card was in Cardholder’s possession at the time of the disputed Transaction.

Chargeback Rights and Limitations Representment Rights and Limitations

1. Issuer must make a Retrieval Request for the disputed 1. Representment is invalid if Acquirer failed to respond to Retrieval
Transactions. Request or responded with a Nonfulfillment Message code “03” or
2. Chargeback is invalid for Card-Absent Environment “04.”
Transactions.
3. Chargeback is invalid for Chip-initiated Transactions when
Online or offline PIN was obtained.
4. Chargeback is invalid for delayed or amended charges.
5. Chargeback minimum for a T&E Transaction is US $25 or
equivalent.

Additional Information
The Transaction Receipts may contain different Transaction Dates and amount.
15 November 2008 **VISA PUBLIC** Visa International Operating Regulations, Volume II—Dispute Resolution Rules

Chargeback Condition 1 (continued)


All of the following:
a. All disputed Transactions occurred at the same Merchant Outlet.
b. Cardholder acknowledges participating in at least 1 Transaction at the same Merchant Outlet.
c. Cardholder denies authorizing or participating in the disputed Transaction.
d. Card was in Cardholder’s possession at the time of the disputed Transaction.

Chargeback Representment Representment


Member Message Text and Conditions Member Message Text and
Supporting Documentation Supporting Documentation

Member Message Text: 1. Credit or Reversal was processed. Member Message Text:
RR DATE MMDDYY, if requested Either that applies:
Transaction Receipts not fulfilled. 1. CRED MMDDYY ARN X...X
Documentation: (23 or 25 digits)
All of the following: 2. REVERSAL MMDDYY
1. Exhibit 2E-2 Issuer
Documentation:
None required.

Dispute Fraud
Group
Reason Code 57 Fraudulent Multiple Transactions
2
37

Group 2—Reason Code 57


Group 2—Reason Code 57
38

Dispute Fraud
Group
Reason Code 57 Fraudulent Multiple Transactions
15 November 2008 **VISA PUBLIC** Visa International Operating Regulations, Volume II—Dispute Resolution Rules

Chargeback Condition 1 (continued)


All of the following:
a. All disputed Transactions occurred at the same Merchant Outlet.
b. Cardholder acknowledges participating in at least 1 Transaction at the same Merchant Outlet.
c. Cardholder denies authorizing or participating in the disputed Transaction.
d. Card was in Cardholder’s possession at the time of the disputed Transaction.

Chargeback Representment Representment


Member Message Text and Conditions Member Message Text and
Supporting Documentation Supporting Documentation

2. Issuer did not meet the applicable Member Message Text:


Chargeback conditions. X...X (Specify the reason)
Documentation:
None required.

3. Acquirer can remedy the Chargeback. Member Message Text:


None required.
Documentation:
All of the following:
1. Exhibit 2E-2 Acquirer
2. Effective for Chargebacks initiated
on or after 15 November 2008,
unquestionable evidence to
demonstrate the Cardholder
participated in the disputed
Transactions
3. Evidence that Transactions were
key-entered (if applicable)
4. Evidence that Transactions were
Chip-initiated and Online or offline PIN
was obtained (if applicable)
5. Evidence that Transactions represent
valid delayed or amended charges for a
T&E Transaction
15 November 2008 **VISA PUBLIC** Visa International Operating Regulations, Volume II—Dispute Resolution Rules

THIS PAGE INTENTIONALLY LEFT BLANK.

Dispute Fraud
Group
Reason Code 57 Fraudulent Multiple Transactions
2
39

Group 2—Reason Code 57


Group 2—Reason Code 62
40

Dispute Fraud
Group
Reason Code 62 Counterfeit Transaction
15 November 2008 **VISA PUBLIC** Visa International Operating Regulations, Volume II—Dispute Resolution Rules

A Counterfeit Card was used for a Magnetic-Stripe or Chip-initiated Transaction that received Authorization but the
Authorization Request did not include the required data, or contained altered data.

Condition Description Page

1 All of the following: 41


a. Cardholder denies authorizing or participating in the disputed Transaction
b. Card Verification Value was encoded on the Magnetic Stripe or Chip of the Card in question
c. Authorization was obtained without transmission of the entire unaltered data on track 1 or 2
d. Issuer reported this Transaction as counterfeit Fraud Activity through VisaNet

2 Cardholder denies authorizing or participating in the disputed Transaction and both of the following (for qualifying 45
Transactions and effective dates, refer to Additional Information):1, 2
a. Card is a Chip Card containing a Visa or Visa Electron Smart Payment Application or an EMV and VIS-Compliant
Plus application
b. Card-Present Transaction did not take place at a Chip-Reading Device and was not a Fallback Transaction
completed following correct acceptance procedures as defined in the Visa International Operating Regulations

Additional Information
1. Prior to initiating a Chargeback, the Issuer should research relevant data in the Authorization message.
2. For a dispute involving an ATM Transaction, the Issuer must make a pre-Arbitration attempt prior to filing for Arbitration if the ATM
Transaction Record is required.
3. The Issuer must certify in the pre-Arbitration attempt that the ATM Transaction Record is required by the Cardholder or for legal or
insurance purposes.
4. For Representment Rights and Limitations 2, an Acquirer must provide information/documentation such as evidence indicating Card
Account Number was not listed on the Exception File, or account was not closed, or Transaction was not reported as fraud.
1.
A variance to this requirement applies in the jurisdictions of the Latin America and Caribbean and U.S.A. Regions, to exclude Transactions
involving Issuers and Acquirers from those Visa Regions.
2.
A variance to this requirement applies in the jurisdiction of the Asia-Pacific Region, to exclude ATM Cash Disbursement Transactions
involving Issuers and Acquirers from that Visa Region.
15 November 2008 **VISA PUBLIC** Visa International Operating Regulations, Volume II—Dispute Resolution Rules

Chargeback Condition 1
All of the following:
a. Cardholder denies authorizing or participating in the disputed Transaction
b. Card Verification Value was encoded on the Magnetic Stripe or Chip of the Card in question
c. Authorization was obtained without transmission of the entire unaltered data on track 1 or 2
d. Issuer reported this Transaction as counterfeit Fraud Activity through VisaNet

Chargeback Rights and Limitations Representment Rights and Limitations

1. The Issuer must meet all of the following conditions on or 1. The Acquirer or Load Acquirer must have been certified as a Card
before the Chargeback Processing Date: Verification Service participant at the time the Authorization
a. Close the Cardholder account occurred.
b. List the Account Number on the Exception File with a 2. For a Representment due to an Issuer failing to meet the
Pickup Response, for a minimum of 30 calendar days requirements specified in Chargeback Rights and Limitations 1, the
c. Report the Fraud Activity through VisaNet Acquirer must provide information/documentation to support this
2. Chargeback is invalid for key-entered Transactions. claim.
3. Chargeback is invalid for Chip-initiated and offline-authorized
Transactions.
4. Chargeback is invalid if Issuer was not a Card Verification
Service participant at the time the Transaction occurred.

Additional Information
1. Prior to initiating a Chargeback, the Issuer should research relevant data in the Authorization message.
2. For a dispute involving an ATM Transaction, the Issuer must make a pre-Arbitration attempt prior to filing for Arbitration if the ATM
Transaction Record is required.
3. The Issuer must certify in the pre-Arbitration attempt that the ATM Transaction Record is required by the Cardholder or for legal or
insurance purposes.
4. For Representment Rights and Limitations 2, an Acquirer must provide information/documentation such as evidence indicating Card
Account Number was not listed on the Exception File, or account was not closed, or Transaction was not reported as fraud.

Dispute Fraud
Group
Reason Code 62 Counterfeit Transaction
2
41

Group 2—Reason Code 62


Group 2—Reason Code 62
42

Dispute Fraud
Group
Reason Code 62 Counterfeit Transaction
15 November 2008 **VISA PUBLIC** Visa International Operating Regulations, Volume II—Dispute Resolution Rules

Chargeback Condition 1 (continued)


All of the following:
a. Cardholder denies authorizing or participating in the disputed Transaction
b. Card Verification Value was encoded on the Magnetic Stripe or Chip of the Card in question
c. Authorization was obtained without transmission of the entire unaltered data on track 1 or 2
d. Issuer reported this Transaction as counterfeit Fraud Activity through VisaNet

Chargeback Rights and Limitations Representment Rights and Limitations

5. Chargeback is invalid if the Card Verification Value was not


encoded on the Magnetic Stripe or the Chip of the Card in
question.
6. Chargeback is invalid for Transactions if either:
a. The V.I.P. System Authorization Record POS Entry Mode
code value
b. All data elements that create the EMV Online Card
Authentication Cryptogram are contained in the message
7. Chargeback is invalid for Transactions completed with a
Proprietary Card bearing the Plus Symbol.

Additional Information
1. Prior to initiating a Chargeback, the Issuer should research relevant data in the Authorization message.
2. For a dispute involving an ATM Transaction, the Issuer must make a pre-Arbitration attempt prior to filing for Arbitration if the ATM
Transaction Record is required.
3. The Issuer must certify in the pre-Arbitration attempt that the ATM Transaction Record is required by the Cardholder or for legal or
insurance purposes.
15 November 2008 **VISA PUBLIC** Visa International Operating Regulations, Volume II—Dispute Resolution Rules

Chargeback Condition 1 (continued)


All of the following:
a. Cardholder denies authorizing or participating in the disputed Transaction
b. Card Verification Value was encoded on the Magnetic Stripe or Chip of the Card in question
c. Authorization was obtained without transmission of the entire unaltered data on track 1 or 2
d. Issuer reported this Transaction as counterfeit Fraud Activity through VisaNet

Chargeback Representment Representment


Member Message Text and Conditions Member Message Text and
Supporting Documentation Supporting Documentation

Member Message Text: 1. Credit or Reversal was processed. Member Message Text:
For an ATM Transaction: Either that applies:
CH DISP, CVV ENCODED, FRD RPT, ISS 1. CRED MMDDYY ARN X...X
CVS PARTICIPANT (23 or 24 digits)
Documentation: 2. REVERSAL MMDDYY
For an ATM Transaction, none required. Documentation:
For all other Transactions, both: None required.
1. Exhibit 2E-2 Issuer certifying all of the
following:
a. Card Verification Value was
encoded on the Card in question
b. Closed the Account Number
c. Listed the Account Number on the
Exception File with a Pickup
Response, for a minimum of
30 calendar days
d. Reported the Fraud Activity through
VisaNet
e. Issuer was a participant in the Card
Verification Service at the time of
Authorization
2. Cardholder letter denying authorization
or participation in the Transaction

Dispute Fraud
Group
Reason Code 62 Counterfeit Transaction
2
43

Group 2—Reason Code 62


Group 2—Reason Code 62
44

Dispute Fraud
Group
Reason Code 62 Counterfeit Transaction
15 November 2008 **VISA PUBLIC** Visa International Operating Regulations, Volume II—Dispute Resolution Rules

Chargeback Condition 1 (continued)


All of the following:
a. Cardholder denies authorizing or participating in the disputed Transaction
b. Card Verification Value was encoded on the Magnetic Stripe or Chip of the Card in question
c. Authorization was obtained without transmission of the entire unaltered data on track 1 or 2
d. Issuer reported this Transaction as counterfeit Fraud Activity through VisaNet

Chargeback Representment Representment


Member Message Text and Conditions Member Message Text and
Supporting Documentation Supporting Documentation

2. Issuer did not meet the applicable Member Message Text:


Chargeback conditions. X...X (Specify the reason)
Documentation:
As applicable.

3. Acquirer can remedy the Chargeback. Member Message Text:


1. AUTH DATE MMDDYY CODE X...X POS
XX (Specify POS Entry Mode code value)
2. AUTHENTICATION CRYPT IN AUTH
Documentation:
None required.
15 November 2008 **VISA PUBLIC** Visa International Operating Regulations, Volume II—Dispute Resolution Rules

Chargeback Condition 2
Cardholder denies authorizing or participating in the disputed Transaction and both of the following (for qualifying Transactions and effective
dates, refer to Additional Information):
a. Card is a Chip Card containing a Visa or Visa Electron Smart Payment Application or an EMV and VIS-Compliant Plus application
b. Card-Present Transaction did not take place at a Chip-Reading Device and was not a Fallback Transaction completed following
correct acceptance procedures as defined in the Visa International Operating Regulations

Chargeback Rights and Limitations Representment Rights and Limitations

1. The Issuer must meet all of the following conditions on or before 1. The Acquirer or Load Acquirer must have been certified as a
the Chargeback Processing Date: Card Verification Service participant at the time the Authorization
a. Close the Cardholder account occurred.
b. List the Account Number on the Exception File with a Pickup 2. For a Representment due to an Issuer failing to meet the
Response, for a minimum of 60 calendar days requirements specified in Chargeback Rights & Limitations 1, the
c. Report the Fraud Activity through VisaNet using Fraud Type Acquirer must provide information/documentation to support this
code 4 claim.
2. Chargeback is invalid for all Chip-initiated Transactions, and all
EMV and VIS-Compliant Plus Transactions processed using
Chip-read data.
3. Chargeback is invalid if Authorization record contains a POS
Entry Mode code value and the Service Code encoded on the
Magnetic Stripe of the Card does not indicate the presence of a
Chip.

Dispute Fraud
Group
Reason Code 62 Counterfeit Transaction
2
45

Group 2—Reason Code 62


Group 2—Reason Code 62
46

Dispute Fraud
Group
Reason Code 62 Counterfeit Transaction
15 November 2008 **VISA PUBLIC** Visa International Operating Regulations, Volume II—Dispute Resolution Rules

Chargeback Condition Code 2 (continued)


Cardholder denies authorizing or participating in the disputed Transaction and both of the following (for qualifying Transactions and effective
dates, refer to Additional Information):
a. Card is a Chip Card containing a Visa or Visa Electron Smart Payment Application or an EMV and VIS-Compliant Plus application
b. Card-Present Transaction did not take place at a Chip-Reading Device and was not a Fallback Transaction completed following
correct acceptance procedures as defined in the Visa International Operating Regulations

Chargeback Rights and Limitations Representment Rights and Limitations

Additional Information
1. Prior to initiating a Chargeback, the Issuer should research relevant data in the Authorization message.
2. For a dispute involving an ATM Transaction, the Issuer must make a pre-Arbitration attempt prior to filing for Arbitration if the ATM
Transaction Record is required.
3. The Issuer must certify in the pre-Arbitration attempt that the ATM Transaction Record is required by the Cardholder or for legal or
insurance purposes.
4. For Representment Rights and Limitations 2, an Acquirer must provide information/documentation such as evidence indicating Card
Account Number was not listed on the Exception File, or account was not closed, or Transaction was not reported as fraud.
5. The EMV Liability Shift Principles, as specified in Volume I—General Rules, Section 3.3.B and Volume I—General Rules, Section 4.3,
apply to all Intraregional Transactions in the jurisdiction of the CEMEA Regional Office. This includes Transactions occurring at both POS
and ATM devices.
The EMV Liability Shift Principles, as specified in Volume I—General Rules, Section 3.3.B and Volume I—General Rules, Section 4.3,
apply to all Interregional Transactions occurring at POS devices, between the jurisdiction of the CEMEA Regional Office and Visa Europe.
Effective 1 July 2008, the EMV Liability Shift Principles, as specified in Volume I—General Rules, Section 3.3.B and Volume I—General
Rules, Section 4.3, apply to all Interregional Transactions between the jurisdiction of the CEMEA Regional Office and Visa Europe. This
includes Transactions occurring at both POS and ATM devices.
Effective 1 October 2010, the EMV Liability Shift Principles, as specified in Volume I—General Rules, Section 3.3.B and Volume I—
General Rules, Section 4.3, apply to all Interregional Transactions.
15 November 2008 **VISA PUBLIC** Visa International Operating Regulations, Volume II—Dispute Resolution Rules

Chargeback Condition Code 2 (continued)


Cardholder denies authorizing or participating in the disputed Transaction and both of the following (for qualifying Transactions and effective
dates, refer to Additional Information):
a. Card is a Chip Card containing a Visa or Visa Electron Smart Payment Application or an EMV and VIS-Compliant Plus application
b. Card-Present Transaction did not take place at a Chip-Reading Device and was not a Fallback Transaction completed following
correct acceptance procedures as defined in the Visa International Operating Regulations

Chargeback Representment Representment


Member Message Text and Conditions Member Message Text and
Supporting Documentation Supporting Documentation

Member Message Text: 1. Credit or Reversal was processed. Member Message Text:
EMV CARD, NON EMV DEVICE, EXCP Either that applies:
FILE, FRD RPT, ACC CLOSED 1. CRED MMDDYY ARN X...X
Documentation: (23 or 24 digits)
Both: 2. REVERSAL MMDDYY
1. Exhibit 2E-2 Issuer certifying all of the Documentation:
following: None required.
a. Closed the Account Number
b. Listed the Account Number on the
Exception File with a Pickup
Response, for a minimum of
60 calendar days
c. Reported the Fraud Activity through
VisaNet using Fraud Type code 4
2. Cardholder letter denying Authorization
or participation in the Transaction

Dispute Fraud
Group
Reason Code 62 Counterfeit Transaction
2
47

Group 2—Reason Code 62


Group 2—Reason Code 62
48

Dispute Fraud
Group
Reason Code 62 Counterfeit Transaction
15 November 2008 **VISA PUBLIC** Visa International Operating Regulations, Volume II—Dispute Resolution Rules

Chargeback Condition Code 2 (continued)


Cardholder denies authorizing or participating in the disputed Transaction and both of the following (for qualifying Transactions and effective
dates, refer to Additional Information):
a. Card is a Chip Card containing a Visa or Visa Electron Smart Payment Application or an EMV and VIS-Compliant Plus application
b. Card-Present Transaction did not take place at a Chip-Reading Device and was not a Fallback Transaction completed following
correct acceptance procedures as defined in the Visa International Operating Regulations

Chargeback Representment Representment


Member Message Text and Conditions Member Message Text and
Supporting Documentation Supporting Documentation

2. Issuer did not meet the Chargeback Member Message Text:


conditions. 1. X...X (Specify the reason)
2. EMV DEVICE, POS, NON CHIP SVCE
CODE
3. EXCP FILE NOT LSTD, FRD NOT RPT,
ACC NOT CLSD
Documentation:
As applicable.

3. Acquirer can remedy the Chargeback. Member Message Text:


X...X (Specify the reason)
Documentation:
None required.
15 November 2008 **VISA PUBLIC** Visa International Operating Regulations, Volume II—Dispute Resolution Rules

THIS PAGE INTENTIONALLY LEFT BLANK.

Dispute Fraud
Group
Reason Code 62 Counterfeit Transaction
2
49

Group 2—Reason Code 62


Group 2—Reason Code 81
50

Dispute Fraud
Group
Reason Code 81 Fraud—Card-Present Environment
15 November 2008 **VISA PUBLIC** Visa International Operating Regulations, Volume II—Dispute Resolution Rules

A Merchant did not obtain an Imprint and a signature (or a PIN) in a Card-Present Environment, and the Merchant completed
the Transaction without the Cardholder’s permission, or a Transaction was processed with a Fictitious Account Number, or
no valid Card was outstanding bearing the Account Number on the Transaction Receipt.

Condition Description Page

1 Cardholder did not authorize or participate in a Card-Present Environment Transaction. 51

2 Fraudulent Transaction was completed in a Card-Present Environment using a Fictitious Account Number or no valid Card 55
was issued or outstanding that bears the Account Number and no Authorization was obtained.

3 Card is a PIN-Preferring Chip Card and either (for qualifying Transactions and effective dates, refer to Additional 59
Information):1
a. Card-Present Environment Transaction did not take place at a Chip-Reading Device and was not a Fallback
Transaction completed following correct acceptance procedures, as specified in the Visa International Operating
Regulations
b. Chip-initiated Transaction took place at a device that was not EMV PIN-compliant

Additional Information
1. “Signature on file” notation is not an acceptable signature.
2. The EMV Liability Shift Principles, as specified in Volume I—General Rules, Section 3.3.B and Volume I—General Rules, Section 4.3,
apply to all Intraregional Transactions in the jurisdiction of the CEMEA Regional Office. This includes Transactions occurring at POS
devices.
The EMV Liability Shift Principles, as specified in Volume I—General Rules, Section 3.3.B and Volume I—General Rules, Section 4.3,
apply to all Interregional Transactions occurring at POS devices, between the jurisdiction of the CEMEA Regional Office and Visa Europe.
Effective 1 July 2008, the EMV Liability Shift Principles, as specified in Volume I—General Rules, Section 3.3.B and Volume I—General
Rules, Section 4.3, apply to all Interregional Transactions between the jurisdiction of the CEMEA Regional Office and Visa Europe. This
includes Transactions occurring at both POS and ATM devices.
Effective 1 October 2010, the EMV Liability Shift Principles, as specified in Volume I—General Rules, Section 3.3.B and Volume I—
General Rules, Section 4.3, apply to all Interregional Transactions.
3. For Representment Rights and Limitations 2, an Acquirer must provide information/documentation such as evidence indicating Card
Account Number was not listed on the Exception File, or account was not closed, or Transactions were not reported as fraud.
4. Pencil rubbing of Card or photocopy of Card is not considered proof of a valid Imprint.
1.
A variance to this requirement applies in the jurisdictions of the Latin America and Caribbean, U.S.A., and Asia-Pacific Regions, to exclude
Transactions involving Issuers and Acquirers from those Visa Regions.
15 November 2008 **VISA PUBLIC** Visa International Operating Regulations, Volume II—Dispute Resolution Rules

Chargeback Condition 1
Cardholder did not authorize or participate in a Card-Present Environment Transaction.

Chargeback Rights and Limitations Representment Rights and Limitations

1. Issuer must request a copy of the Transaction Receipt prior to 1. For a Representment due to an Issuer failing to meet the
exercising Chargeback unless Transaction is one of the requirements specified in Chargeback Rights and Limitations 2,
following: the Acquirer must provide information/documentation to support
a. Magnetic-Stripe Telephone this claim.
b. Cardholder-Activated Transaction Type B 2. Representment is invalid if Acquirer failed to respond to Retrieval
2. The Issuer must meet all of the following conditions on or before Request or responded with a Nonfulfillment Message code “03”
the Chargeback Processing Date: or “04,” or provided a Fulfillment which does not contain all the
a. Close the Cardholder account required data elements, as specified in Section 1.3.C.
b. List the Account Number on the Exception File with a Pickup
Response, for a minimum of 30 calendar days
c. Report the Fraud Activity through VisaNet
3. One Chargeback may contain up to 25 Magnetic-Stripe
Telephone Transactions if all of the following are true:
a. Each Transaction amount is less than US $40
b. All of the Transactions appear on Summary of Unauthorized
Telephone Service Transactions (Exhibit 2F)
c. Chargeback uses the Acquirer Reference Number/Tracing
Data of the earliest Transaction
4. Chargeback is invalid for a Chip-initiated Transaction that
contains either:
a. Valid Cryptogram with a PIN
b. Card certificate
5. Chargeback is invalid if both of the following were obtained:
a. A legible Imprint for the Transaction in question
b. Signature or PIN
6. Chargeback is invalid for an ATM Transaction.

Dispute Fraud
Group
Reason Code 81 Fraud—Card-Present Environment
2
51

Group 2—Reason Code 81


Group 2—Reason Code 81
52

Dispute Fraud
Group
Reason Code 81 Fraud—Card-Present Environment
15 November 2008 **VISA PUBLIC** Visa International Operating Regulations, Volume II—Dispute Resolution Rules

Chargeback Condition 1 (continued)


Cardholder did not authorize or participate in a Card-Present Environment Transaction.

Chargeback Rights and Limitations Representment Rights and Limitations

7. Chargeback is invalid for all Cardholder-Activated Transactions


Type B that both:
a. Originated with a Counterfeit Card
b. Received an Approval Response that included a POS Entry
Mode code
8. Chargeback invalid for Cardholder-Activated Transaction Type A
(excluding Magnetic-Stripe Telephone Transactions)
9. Chargeback minimum for a T&E Transaction is US $25 or
equivalent.
10. Chargeback invalid for a Small Ticket Transaction.
15 November 2008 **VISA PUBLIC** Visa International Operating Regulations, Volume II—Dispute Resolution Rules

Chargeback Condition 1 (continued)


Cardholder did not authorize or participate in a Card-Present Environment Transaction.

Chargeback Representment Representment


Member Message Text and Conditions Member Message Text and
Supporting Documentation Supporting Documentation

Member Message Text: 1. Credit or Reversal was processed. Member Message Text:
RR DATE MMDDYY, if requested Either that applies:
Transaction Receipts not fulfilled 1. CRED MMDDYY ARN X...X
Documentation: (23 or 24 digits)
All of the following: 2. REVERSAL MMDDYY
1. Exhibit 2E-2 Issuer certifying Issuer Documentation:
completed all of the following on or None required.
before the Chargeback Processing Date
a. Closed the Account Number 2. Issuer did not meet the applicable Member Message Text:
b. Listed the Account Number on the Chargeback conditions. X...X (Specify the reason)
Exception File with a Pickup Documentation:
Response, for a minimum of As applicable.
30 calendar days
c. Reported the Fraud Activity through
VisaNet
2. Cardholder letter denying Authorization
or participation in the Transaction
3. Effective through 31 December 2007,
Transaction Receipt, if received
4. The information required on the
Summary of Unauthorized Telephone
Service Transactions (Exhibit 2F) if
applicable

Dispute Fraud
Group
Reason Code 81 Fraud—Card-Present Environment
2
53

Group 2—Reason Code 81


Group 2—Reason Code 81
54

Dispute Fraud
Group
Reason Code 81 Fraud—Card-Present Environment
15 November 2008 **VISA PUBLIC** Visa International Operating Regulations, Volume II—Dispute Resolution Rules

Chargeback Condition 1 (continued)


Cardholder did not authorize or participate in a Card-Present Environment Transaction.

Chargeback Representment Representment


Member Message Text and Conditions Member Message Text and
Supporting Documentation Supporting Documentation

3. Acquirer can remedy the Chargeback. Member Message Text:


None required.
Documentation:
Exhibit 2E-2 Acquirer and one of the
following:
1. Evidence of both:
a. A legible Imprint for the Transaction
in question
b. A signature or PIN
2. For a below-Floor Limit Transaction,
evidence of signature or PIN and
internal record or log proving Magnetic-
Stripe read or Chip-initiated, with
explanation of fields
3. For an above-Floor Limit Transaction
that was key-entered following a
Referral Response, all of the following:
a. Referral Authorization record
proving Magnetic-Stripe read or
Chip-initiated within 24 hours of the
Transaction
b. International Automated Referral
Service log
c. Evidence of signature or PIN
4. For an Airline Transaction only,
compelling evidence that the Cardholder
participated in the Airline Transaction
15 November 2008 **VISA PUBLIC** Visa International Operating Regulations, Volume II—Dispute Resolution Rules

Chargeback Condition 2
Fraudulent Transaction was completed in a Card-Present Environment using a Fictitious Account Number or no valid Card was issued or
outstanding that bears the Account Number and no Authorization was obtained.

Chargeback Rights and Limitations Representment Rights and Limitations

1. Issuer must request a copy of the Transaction Receipt prior to 1. For a Representment due to an Issuer failing to meet the
exercising Chargeback unless Transaction is one of the requirements specified in Chargeback Rights and Limitations 2,
following: the Acquirer must provide information/documentation to support
a. Magnetic-Stripe Telephone this claim.
b. Cardholder-Activated Transaction Type B 2. Representment is invalid if Acquirer failed to respond to a
2. One Chargeback may contain up to 25 Magnetic-Stripe Retrieval Request or responded with a Nonfulfillment Message
Telephone Transactions if all of the following are true: code “03” or “04,” or provided a Fulfillment which does not
a. Each Transaction amount is less than US $40 contain all the required data elements, as specified in
b. All of the Transactions appear on Summary of Unauthorized Section 1.3.C.
Telephone Service Transactions (Exhibit 2F)
c. Chargeback uses the Acquirer Reference Number/Tracing
Data of the earliest Transaction
3. Chargeback is invalid if the Transaction received an
Authorization.
4. Chargeback is invalid for a Chip-initiated Transaction that
contains either:
a. Valid Cryptogram with a PIN
b. Card certificate
5. Chargeback is invalid if both of the following were obtained:
a. A legible Imprint for the Transaction in question
b. Signature or PIN

Dispute Fraud
Group
Reason Code 81 Fraud—Card-Present Environment
2
55

Group 2—Reason Code 81


Group 2—Reason Code 81
56

Dispute Fraud
Group
Reason Code 81 Fraud—Card-Present Environment
15 November 2008 **VISA PUBLIC** Visa International Operating Regulations, Volume II—Dispute Resolution Rules

Chargeback Condition 2 (continued)


Fraudulent Transaction was completed in a Card-Present Environment using a Fictitious Account Number or no valid Card was issued or
outstanding that bears the Account Number and no Authorization was obtained.

Chargeback Rights and Limitations Representment Rights and Limitations

7. Chargeback is invalid for an ATM Transaction.


8. Chargeback is invalid for Cardholder-Activated Transactions
Type A (excluding Magnetic-Stripe Telephone Transactions).
9. For a Cardholder-Activated Transaction Type B, Account
Number must both:
a. Be listed on the Exception File with a Pickup Response on or
before the Chargeback Processing Date
b. Remain on the Exception File for a minimum of 90 calendar
days following the Chargeback
10. Chargeback minimum for a T&E Transaction is US $25 or
equivalent.
15 November 2008 **VISA PUBLIC** Visa International Operating Regulations, Volume II—Dispute Resolution Rules

Chargeback Condition 2 (continued)


Fraudulent Transaction was completed in a Card-Present Environment using a Fictitious Account Number or no valid Card was issued or
outstanding that bears the Account Number and no Authorization was obtained.

Chargeback Representment Representment


Member Message Text and Conditions Member Message Text and
Supporting Documentation Supporting Documentation

Member Message Text: 1. Credit or Reversal was processed. Member Message Text:
Either as applicable: Either that applies:
1. NO SUCH CARD 1. CRED MMDDYY ARN X...X
2. FICTITIOUS ACCOUNT NUMBER, and (23 or 24 digits)
if requested Transaction Receipt not 2. REVERSAL MMDDYY
fulfilled: Documentation:
3. RR DATE MMDDYY None required.
Documentation:
None required. 2. Issuer did not meet the applicable Member Message Text:
Chargeback conditions. X...X (Specify the reasons)
Documentation:
As applicable.

Dispute Fraud
Group
Reason Code 81 Fraud—Card-Present Environment
2
57

Group 2—Reason Code 81


Group 2—Reason Code 81
58

Dispute Fraud
Group
Reason Code 81 Fraud—Card-Present Environment
15 November 2008 **VISA PUBLIC** Visa International Operating Regulations, Volume II—Dispute Resolution Rules

Chargeback Condition 2 (continued)


Fraudulent Transaction was completed in a Card-Present Environment using a Fictitious Account Number or no valid Card was issued or
outstanding that bears the Account Number and no Authorization was obtained.

Chargeback Representment Representment


Member Message Text and Conditions Member Message Text and
Supporting Documentation Supporting Documentation

3. Acquirer can remedy the Chargeback. Member Message Text:


AUTH DATE MMDDYY CODE X...X
(if applicable)
Documentation:
Exhibit 2E-2 Acquirer and one of the
following:
1. Evidence of both:
a. A legible Imprint for the Transaction in
question
b. A signature or PIN
2. For a below-Floor Limit Transaction,
evidence of signature or PIN and internal
record or log proving Magnetic-Stripe
read or chip-initiated, with explanation of
fields
3. For an above-Floor Limit Transaction that
was key-entered following a Referral
Response, all of the following:
a. Referral Authorization record proving
Magnetic-Stripe read or Chip-initiated
within 24 hours of the Transaction
b. International Automated Referral
Service log
c. Evidence of signature or PIN
15 November 2008 **VISA PUBLIC** Visa International Operating Regulations, Volume II—Dispute Resolution Rules

Chargeback Condition 3
Card is a PIN-Preferring Chip Card and either (for qualifying Transactions and effective dates, refer to Additional Information):
a. Card-Present Environment Transaction did not take place at a Chip-Reading Device and was not a Fallback Transaction completed
following correct acceptance procedures, as specified in the Visa International Operating Regulations
b. Chip-initiated Transaction took place at a device that was not EMV PIN-compliant

Chargeback Rights and Limitations Representment Rights and Limitations

1. Validity of the Chargeback is not dependent on Authorization. None.


2. The Issuer must meet all of the following conditions on or before
the Chargeback Processing Date:
a. Close the Cardholder account
b. List the Account Number on the Exception File with a Pickup
Response, for a minimum of 60 calendar days
c. Report the Fraud Activity through VisaNet using Fraud Type
codes 0, 1 or 2
3. Chargeback is invalid if the Device is EMV PIN-Compliant and
the Transaction was correctly processed to completion in
accordance with EMV and VIS using the Chip Card data.
4. Chargeback is invalid if both of the following were obtained:
a. Valid imprint for the Transaction in question
b. PIN

Dispute Fraud
Group
Reason Code 81 Fraud—Card-Present Environment
2
59

Group 2—Reason Code 81


Group 2—Reason Code 81
60

Dispute Fraud
Group
Reason Code 81 Fraud—Card-Present Environment
15 November 2008 **VISA PUBLIC** Visa International Operating Regulations, Volume II—Dispute Resolution Rules

Chargeback Condition 3 (continued)


Card is a PIN-Preferring Chip Card and either (for qualifying Transactions and effective dates, refer to Additional Information):
a. Card-Present Environment Transaction did not take place at a Chip-Reading Device and was not a Fallback Transaction completed
following correct acceptance procedures, as specified in the Visa International Operating Regulations
b. Chip-initiated Transaction took place at a device that was not EMV PIN-compliant

Chargeback Representment Representment


Member Message Text and Conditions Member Message Text and
Supporting Documentation Supporting Documentation

Member Message Text: 1. Credit or Reversal was processed. Member Message Text:
1. PIN PREFERRING CHIP CARD, Either that applies:
DEVICE NON PIN COMP 1. CRED MMDDYY ARN X...X
2. EMV CARD, NON EMV DEVICE (23 or 24 digits)
Documentation: 2. REVERSAL MMDDYY
All of the following: Documentation:
1. Exhibit 2E-2 Issuer certifying all of the None required.
following:
a. Closed the Account Number 2. Issuer did not meet the applicable Member Message Text:
b. Listed the Account Number on the Chargeback conditions. Either that applies:
Exception File with a Pickup 1. X...X (Specify the reasons)
Response, for a minimum of (23 or 24 digits)
60 calendar days 2. EMV PIN COMPL DVCE, NON PIN PREF
c. Reported the Fraud Activity through CD
VisaNet 3. NO PED, MAG STRIPE READ
d. Issuer certification that the Card was 4. PIN BYPASS, CVM/IAC FOLLOWED
a PIN-Preferring Chip Card 5. EXCP FILE NOT LSTD, FRD NOT RPT,
2. Cardholder letter denying Authorization ACC NOT CLSD
or participation in the Transaction Documentation:
As applicable.
15 November 2008 **VISA PUBLIC** Visa International Operating Regulations, Volume II—Dispute Resolution Rules

Chargeback Condition 3 (continued)


Card is a PIN-Preferring Chip Card and either (for qualifying Transactions and effective dates, refer to Additional Information):
a. Card-Present Environment Transaction did not take place at a Chip-Reading Device and was not a Fallback Transaction completed
following correct acceptance procedures, as specified in the Visa International Operating Regulations
b. Chip-initiated Transaction took place at a device that was not EMV PIN-compliant

Chargeback Representment Representment


Member Message Text and Conditions Member Message Text and
Supporting Documentation Supporting Documentation

3. Acquirer can remedy the Chargeback. Member Message Text:


AUTH DATE MMDDYY CODE X...X
(if applicable)
Documentation:
Exhibit 2E-2 Acquirer and evidence of both:
1. A valid imprint for the Transaction in
question
2. PIN

Dispute Fraud
Group
Reason Code 81 Fraud—Card-Present Environment
2
61

Group 2—Reason Code 81


Group 2—Reason Code 83
62

Dispute Fraud
Group
Reason Code 83 Fraud—Card-Absent Environment
15 November 2008 **VISA PUBLIC** Visa International Operating Regulations, Volume II—Dispute Resolution Rules

A Mail/Phone Order, Recurring, or Electronic Commerce Transaction was processed without the Cardholder’s permission,
or a Fictitious Account Number was used, or no valid Card was outstanding bearing the Account Number on the Transaction
Receipt.

Condition Description Page

1 Cardholder did not authorize or participate in a Card-Absent Environment Transaction. 63

2 No valid Card was issued or outstanding that bears the Account Number, or a fraudulent Transaction was completed in a 68
Card-Absent Environment using a Fictitious Account Number and no Authorization was obtained.

Additional Information
1. An Electronic Commerce Merchant identified by the Global Merchant Chargeback Monitoring Program must include ECI value “7” and is
subject to this Chargeback for the period of time it remains in the Global Merchant Chargeback Monitoring Program, plus 3 additional
months.
2. “Signature on file” notation is not an acceptable signature.
3. An Issuer must report all Fraud Activity, as specified in Volume I—General Rules, Section 3.13.A.
4. For Representment Rights and Limitations 2, an Acquirer must provide information/documentation such as evidence indicating Card
Account Number was not listed on the Exception File, or account was not closed, or Transactions were not reported as fraud.
5. Pencil rubbing of Card or photocopy of Card is not considered proof of a valid Imprint.
15 November 2008 **VISA PUBLIC** Visa International Operating Regulations, Volume II—Dispute Resolution Rules

Chargeback Condition 1
Cardholder did not authorize or participate in a Card-Absent Environment Transaction.

Chargeback Rights and Limitations Representment Rights and Limitations

1. If Mail/Phone Order, Electronic Commerce, or Recurring 1. For a Representment due to an Issuer failing to meet the
Transaction indicator is not present in the Clearing Record, requirements as specified in Chargeback Rights and
Issuer must request a copy of the Transaction Receipt prior to Limitations 2, the Acquirer must provide information/
exercising the Chargeback. documentation to support this claim.
2. On or before the Chargeback Processing Date, the Issuer must 2. Representment is invalid if Acquirer failed to respond to Retrieval
complete all of the following: Request or responded with a Nonfulfillment Message code “03”
a. Close the Cardholder account or “04,” or provided a Fulfillment which does not contain all the
b. List the Account Number on the Exception File with a Pickup required data elements as specified in Section 1.3.C.
Response, for a minimum of 30 calendar days
c. Report the Fraud Activity through VisaNet
3. One Chargeback may contain up to 25 Telephone Service
Transactions if all of the following are true:
a. Amount of each Transaction is less than US $40
b. All Transactions appear on the Summary of Unauthorized
Telephone Service Transactions (Exhibit 2F)
c. Chargeback uses the Acquirer Reference Number/Tracing
Data of the earliest Transaction
4. Chargeback is valid for an Electronic Commerce Transaction
where the Issuer responded to an Authentication Request with
either:
a. An Unable-to-Authenticate Response or Authentication
Denial
b. A Cardholder Authentication Verification Value and
Authentication Identifier, but either the:
i. Acquirer did not provide a Cardholder Authentication
Verification Value in the Authorization Request
ii. Cardholder Authentication Verification Value results
code is “0”

Dispute Fraud
Group
Reason Code 83 Fraud—Card-Absent Environment
2
63

Group 2—Reason Code 83


Group 2—Reason Code 83
64

Dispute Fraud
Group
Reason Code 83 Fraud—Card-Absent Environment
15 November 2008 **VISA PUBLIC** Visa International Operating Regulations, Volume II—Dispute Resolution Rules

Chargeback Condition 1 (continued)


Cardholder did not authorize or participate in a Card-Absent Environment Transaction.

Chargeback Rights and Limitations Representment Rights and Limitations

5. Chargeback does not apply to Secure Electronic Commerce


Transaction if both:
a. Issuer responded to an Authentication Request with an
Authentication Confirmation using 3-D Secure
b. Both of the following were included in the Authorization
Request:
i. Cardholder Authentication Verification Value
ii. Authentication Identifier
6. Chargeback does not apply to a Non-Authenticated Security
Transaction1 coded with ECI value “6” if either:
a. Issuer responded to an Authentication Request with a Non-
Participation Message
b. Both:
i. Issuer responded to an Authentication Request with
an Attempt Response using 3-D Secure
ii. A Cardholder Authentication Verification Value and
Authentication Identifier were included in the
Authorization Request
7. Chargeback is invalid for Transactions authorized through the
Emergency Payment Authorization Service.
8. Chargeback minimum for a T&E Transaction is US $25 or
equivalent.

1. Excludes anonymous Prepaid Card Transactions, Visa Commercial Card Transactions, and Transactions conducted in New Channels.
15 November 2008 **VISA PUBLIC** Visa International Operating Regulations, Volume II—Dispute Resolution Rules

Chargeback Condition 1 (continued)


Cardholder did not authorize or participate in a Card-Absent Environment Transaction.

Chargeback Rights and Limitations Representment Rights and Limitations

9. Chargeback is invalid for Transactions where both:


a. The Card Verification Value 2 results code in the
Authorization message is “U – Issuer not participating in
CVV2 program”
b. The Card Verification Value 2 presence indicator in the
Authorization Request is one of the following:
i. “1 – CVV2 value is present”
ii. “2 – CVV2 value is on the Card but is illegible”
iii. “9 – Cardholder states CVV2 is not present on the
Card”

Dispute Fraud
Group
Reason Code 83 Fraud—Card-Absent Environment
2
65

Group 2—Reason Code 83


Group 2—Reason Code 83
66

Dispute Fraud
Group
Reason Code 83 Fraud—Card-Absent Environment
15 November 2008 **VISA PUBLIC** Visa International Operating Regulations, Volume II—Dispute Resolution Rules

Chargeback Condition 1 (continued)


Cardholder did not authorize or participate in a Card-Absent Environment Transaction.

Chargeback Representment Representment


Member Message Text and Conditions Member Message Text and
Supporting Documentation Supporting Documentation

Member Message Text: 1. Credit or Reversal was processed. Member Message Text:
1. RR DATE MMDDYY, if requested Either that applies:
Transaction Receipts not fulfilled 1. CRED MMDDYY ARN X...X
2. If first Chargeback Rights and Limitations (23 or 24 digits)
Condition 4: 2. REVERSAL MMDDYY
a. UNABLE TO AUTHENTICATE Documentation:
RESPONSE As applicable.
b. AUTHENTICATION DENIAL
c. CAVV AND AUTHENTICATION
IDENTIFIER MISSING IN AUTH
d. SEE 3-D SECURE RESPONSE SENT
MMDDYY
Documentation:
All of the following:
1. Exhibit 2E-2 Issuer certifying that the Issuer
completed all of the following on or before the
Chargeback Processing Date:
a. Closed the Account Number
b. Listed the Account Number on the
Exception File with a Pickup Response,
for a minimum of 30 calendar days
c. Reported the Fraud Activity through
VisaNet
2. Cardholder letter denying authorization or
participation in the Transaction
3. Effective through 31 December 2007,
Transaction Receipt, if received
4. The information required on the Summary of
Unauthorized Telephone Service
Transactions (Exhibit 2F) if applicable
15 November 2008 **VISA PUBLIC** Visa International Operating Regulations, Volume II—Dispute Resolution Rules

Chargeback Condition 1 (continued)


Cardholder did not authorize or participate in a Card-Absent Environment Transaction.

Chargeback Representment Representment


Member Message Text and Conditions Member Message Text and
Supporting Documentation Supporting Documentation

2. Issuer did not meet the applicable Member Message Text:


Chargeback conditions. X...X (Specify the reason)
Documentation:
As applicable.

3. Acquirer can remedy the Chargeback. Member Message Text:


None required.
Documentation:
1. Exhibit 2E-2 Acquirer
2. Evidence of Imprint and signature or PIN
3. If a Secure Electronic Commerce or
Non-Authenticated Security Transaction
has an ECI value of “6,” proof that Issuer
responded to the Authentication Request
with a Cardholder Authentication
Verification Value and Authentication
Identifier (if applicable)
4. Compelling evidence that the Cardholder
participated in the Transaction

Dispute Fraud
Group
Reason Code 83 Fraud—Card-Absent Environment
2
67

Group 2—Reason Code 83


Group 2—Reason Code 83
68

Dispute Fraud
Group
Reason Code 83 Fraud—Card-Absent Environment
15 November 2008 **VISA PUBLIC** Visa International Operating Regulations, Volume II—Dispute Resolution Rules

Chargeback Condition 2
No valid Card was issued or outstanding that bears the Account Number, or a fraudulent Transaction was completed in a Card-Absent
Environment using a Fictitious Account Number, and no Authorization was obtained.

Chargeback Rights and Limitations Representment Rights and Limitations

1. If Mail/Phone Order, Electronic Commerce, or Recurring 1. Representment is invalid if Acquirer failed to respond to Retrieval
Transaction indicator is not present in the Clearing Record, Request or responded with a Nonfulfillment Message code “03”
Issuer must request a copy of the Transaction Receipt prior to or “04,” or provided a Fulfillment which does not contain all the
exercising the Chargeback. required data elements as specified in Section 1.3.C.
2. Chargeback is invalid if Authorization was obtained.
3. One Chargeback may contain up to 25 Telephone Service
Transactions if all of the following are true:
a. Amount of each Transaction is less than US $40
b. All Transactions appear on the Summary of Unauthorized
Telephone Service Transactions (Exhibit 2F)
c. Chargeback uses the Acquirer Reference Number/Tracing
Data of the earliest Transaction
4. Chargeback does not apply to Secure Electronic Commerce
Transaction if both:
a. Issuer responded to an Authentication Request with an
Authentication Confirmation using 3-D Secure
b. Both of the following were included in the Authorization
Request:
i. Cardholder Authentication Verification Value
ii. Authentication Identifier
15 November 2008 **VISA PUBLIC** Visa International Operating Regulations, Volume II—Dispute Resolution Rules

Chargeback Condition 2 (continued)


No valid Card was issued or outstanding that bears the Account Number, or a fraudulent Transaction was completed in a Card-Absent
Environment using a Fictitious Account Number, and no Authorization was obtained.

Chargeback Rights and Limitations Representment Rights and Limitations

5. Chargeback does not apply to a Non-Authenticated Security


Transaction1 coded with ECI value “6” if either:
a. Issuer responded to an Authentication Request with a
Non-Participation Message
b. Both:
i. Issuer responded to an Authentication Request with
an Attempt Response using 3-D Secure
ii. A Cardholder Authentication Verification Value and
Authentication Identifier were included in the
Authorization Request
6. Chargeback is invalid for Transactions authorized through the
Emergency Payment Authorization Service.
7. Chargeback minimum for a T&E Transaction is US $25 or
equivalent.
8. Chargeback is invalid for Transactions where both:
a. The Card Verification Value 2 results code in the
Authorization message is “U — Issuer not participating in
CVV2 program”
b. The Card Verification Value 2 presence indicator in the
Authorization Request is one of the following:
i. “1 – CVV2 value is present”
ii. “2 – CVV2 value is on the Card but is illegible”
iii. “9 – Cardholder states CVV2 is not present on the
Card”

1. Excludes anonymous Prepaid Card Transactions, Visa Commercial Card Transactions, and Transactions conducted in New Channels.

Dispute Fraud
Group
Reason Code 83 Fraud—Card-Absent Environment
2
69

Group 2—Reason Code 83


Group 2—Reason Code 83
70

Dispute Fraud
Group
Reason Code 83 Fraud—Card-Absent Environment
15 November 2008 **VISA PUBLIC** Visa International Operating Regulations, Volume II—Dispute Resolution Rules

Chargeback Condition 2 (continued)


No valid Card was issued or outstanding that bears the Account Number, or a fraudulent Transaction was completed in a Card-Absent
Environment using a Fictitious Account Number, and no Authorization was obtained.

Chargeback Representment Representment


Member Message Text and Conditions Member Message Text and
Supporting Documentation Supporting Documentation

Member Message Text: 1. Credit or Reversal was processed. Member Message Text:
1. NO SUCH CARD Either that applies:
2. FICTITIOUS ACCOUNT NUMBER, and 1. CRED MMDDYY ARN X...X
if requested Transaction Receipt not (23 or 24 digits)
fulfilled: 2. REVERSAL MMDDYY
3. RR DATE MMDDYY Documentation:
Documentation: None required.
None required.
3. Issuer did not meet the applicable Member Message Text:
Chargeback conditions. X...X (Specify the reason)
Documentation:
None required.

4. Acquirer can remedy the Chargeback. Member Message Text:


AUTH MMDDYY CODE X...X (If applicable)
Documentation:
1. Exhibit 2E-2 Acquirer
2. Evidence of Imprint and signature or PIN
3. If a Secure Electronic Commerce or Non-
Authenticated Security Transaction has
an ECI value of “6,” proof that Issuer
responded to the Authentication Request
with a Cardholder Authentication
Verification Value and Authentication
Identifier (if applicable)
15 November 2008 **VISA PUBLIC** Visa International Operating Regulations, Volume II—Dispute Resolution Rules

THIS PAGE INTENTIONALLY LEFT BLANK.

Dispute Fraud
Group
Reason Code 83 Fraud—Card-Absent Environment
2
71

Group 2—Reason Code 83


Group 2—Reason Code 93
72

Dispute Fraud
Group
Reason Code 93 Merchant Fraud Performance Program
15 November 2008 **VISA PUBLIC** Visa International Operating Regulations, Volume II—Dispute Resolution Rules

Visa notified the Issuer that the Transaction is identified by the Merchant Fraud Performance Program.

Chargeback Condition 1
Both:
a. Visa notified the Issuer that the Transaction is identified by the Merchant Fraud Performance Program
b. Issuer had not successfully charged back the Transaction for another reason

Chargeback Rights and Limitations Representment Rights and Limitations

1. The Chargeback is invalid for Emergency Cash Disbursements. None.

Additional Information
1. If an Issuer has charged back the Transaction using another reason code and the Acquirer successfully represented, the Issuer may
charge back the Transaction as a second first Chargeback only when Notification is received that the Merchant is identified by the
Merchant Fraud Performance Program. The time limit for the second Chargeback begins with the date the Notification is received.
15 November 2008 **VISA PUBLIC** Visa International Operating Regulations, Volume II—Dispute Resolution Rules

Chargeback Condition 1 (continued)


Both:
a. Visa notified the Issuer that the Transaction is identified by the Merchant Fraud Performance Program
b. Issuer had not successfully charged back the Transaction for another reason

Chargeback Representment Representment


Member Message Text and Conditions Member Message Text and
Supporting Documentation Supporting Documentation

Member Message Text: 1. Credit or Reversal was processed. Member Message Text:
MFP RPT DT MMDDYY Either that applies:
Documentation: 1. CRED MMDDYY ARN X...X
None required. (23 or 24 digits)
2. REVERSAL MMDDYY
Documentation:
None required.

2. Issuer did not meet the applicable Member Message Text:


Chargeback conditions. X...X (Specify the reasons)
Documentation:
None required.

3. Acquirer can remedy the Chargeback. Member Message Text:


PREV CB MMDDYY RC XX
Documentation:
None required.

Dispute Fraud
Group
Reason Code 93 Merchant Fraud Performance Program
2
73

Group 2—Reason Code 93


Group 3—Authorization
74

Dispute Authorization
Group
A Merchant or Member failed to follow the proper Authorization procedures.
15 November 2008 **VISA PUBLIC** Visa International Operating Regulations, Volume II—Dispute Resolution Rules

70 Card Recovery Bulletin or Exception File

A Merchant did not check the Card Recovery Bulletin or Exception File for a Transaction with an amount that was below the Floor
Limit.

71 Declined Authorization

A Merchant completed a Transaction after an Authorization Request received a Decline Response.

72 No Authorization

Authorization was required for a Transaction, but the Merchant did not obtain Authorization.

73 Expired Card

A Merchant completed a Transaction with a Card that expired prior to the Transaction Date, and the Merchant did not obtain
Authorization.

78 Service Code Violation

Effective until 4 April 2008, Authorization was not obtained for a Magnetic-Stripe read Transaction on a Visa Electron Card.
Effective on or after 5 April 2008, Authorization was not obtained for a Magnetic-Stripe read Transaction on a Visa Electron Card
or a Visa Card in a registered mandatory positive Authorization (Service Code) account range.
15 November 2008 **VISA PUBLIC** Visa International Operating Regulations, Volume II—Dispute Resolution Rules

GENERAL REQUIREMENTS FOR DISPUTE GROUP 3—AUTHORIZATION

Chargeback Time Frame


The Chargeback time limit is 75 calendar days from the Transaction Processing Date.

Representment Time Frame


The Representment time limit is 45 calendar days from the Chargeback Processing Date.

General Chargeback Rights and Limitations


1. Chargeback is invalid for Transactions authorized through the Emergency Payment Authorization Service.
2. Chargeback minimum for a T&E Transaction is US $25 or equivalent.
3. For Chargeback Reason Codes 70, 71, 72, 73, Chargeback is invalid for a T&E Transaction if Account Number was not listed on
the Exception File with a negative response on the Chargeback Processing Date.

General Representment Rights and Limitations


Refer to individual reason codes.

Additional Information
1. Special Authorization procedures are described in the following sections of the Visa International Operating Regulations
• Hotel and Car Rental Company Transactions: Volume I—General Rules, Section 5.1.E.4
• Cruise Line Transactions: Volume I—General Rules, Section 5.1.E.6
• Mail/Phone Order or Electronic Commerce Transactions: Volume I—General Rules, Section 5.1.E.9.b
• Automated Fuel Dispenser Transactions: Volume I—General Rules, Section 5.1.E.11
2. If the Member’s Authorization records conflict, the V.I.P. System Authorization record will prevail at Arbitration.
3. At its option, a Member may provide any additional documentation or information to support the Chargeback or Representment.
4. If documentation is sent to the opposing Member, Dispute Resolution Form (Exhibit 2E-3) must also be provided.
5. If the Member Message Text is all that is required to support a Chargeback or Representment, use of Dispute Resolution Form
(Exhibit 2E-3) is optional.
6. Prior to initiating a Chargeback, an Issuer should verify that an Authorization was not obtained.

Dispute Authorization
Group
A Merchant or Member failed to follow the proper Authorization procedures.
3
75

Group 3—Authorization
Group 3—Reason Code 70
76

Dispute Authorization
Group
Reason Code 70 Card Recovery Bulletin or Exception File
15 November 2008 **VISA PUBLIC** Visa International Operating Regulations, Volume II—Dispute Resolution Rules

A Merchant did not check the Card Recovery Bulletin or Exception File for a Transaction with an amount that was below the
Floor Limit.

Condition Description Page

1 All of the following: 77


a. Transaction was below the Merchant’s Floor Limit
b. Merchant did not obtain Authorization
c. Account Number was listed in the Card Recovery Bulletin in the jurisdiction of the Merchant’s Visa Regional Office
on the Transaction Date

2 All of the following: 81


a. Transaction was below the Merchant’s Floor Limit
b. Merchant did not obtain Authorization
c. Merchant did not perform Account Number Verification
d. Both:
i. Transaction originated at a U.S. Merchant Outlet
ii. Account Number was listed on the Exception File with a Pickup Response by 4 a.m. Greenwich Mean Time
on the date preceding the Transaction Date
15 November 2008 **VISA PUBLIC** Visa International Operating Regulations, Volume II—Dispute Resolution Rules

Chargeback Condition 1
All of the following:
a. Transaction was below the Merchant’s Floor Limit
b. Merchant did not obtain Authorization
c. Account Number was listed in the Card Recovery Bulletin in the jurisdiction of the Merchant’s Visa Regional Office on the Transaction
Date

Chargeback Rights and Limitations Representment Rights and Limitations

1. If the Transaction Date was not transmitted in the Clearing None.


Record, Chargeback is valid if the Account Number is listed on
the Card Recovery Bulletin within 10 calendar days prior to the
Transaction Processing Date.
2. Chargeback minimum for a T&E Transaction is US $25 or
equivalent.
3. Chargeback is invalid for Transactions that took place at a
Chip-Reading Device (for qualifying Transactions and effective
dates, refer to Additional Information).1

1. A variance to this requirement applies in the jurisdiction of the Latin America and Caribbean and U.S.A. Regions, to exclude Transactions involving
Issuers and Acquirers from those Visa Regions.

Dispute Authorization
Group
Reason Code 70 Card Recovery Bulletin or Exception File
3
77

Group 3—Reason Code 70


Group 3—Reason Code 70
78

Dispute Authorization
Group
Reason Code 70 Card Recovery Bulletin or Exception File
15 November 2008 **VISA PUBLIC** Visa International Operating Regulations, Volume II—Dispute Resolution Rules

Chargeback Condition 1 (continued)


All of the following:
a. Transaction was below the Merchant’s Floor Limit
b. Merchant did not obtain Authorization
c. Account Number was listed in the Card Recovery Bulletin in the jurisdiction of the Merchant’s Visa Regional Office on the Transaction
Date

Chargeback Rights and Limitations Representment Rights and Limitations

Additional Information
1. Chargeback is valid whether or not a specific Account Number in a blocked BIN appears in the Card Recovery Bulletin or Exception File.
2. For a T&E Transaction, the Transaction date is the check-in, car rental, or embarkation date.
3. For purposes of establishing an Issuer’s Chargeback rights, Visa assumes that a Merchant has received the Card Recovery Bulletin both:
a. As of the effective date for its location. The Card Recovery Bulletin becomes effective on Saturday of the publication week and remains
valid until the next edition’s effective date.
b. Regardless of how the Acquirer distributes the Card Recovery Bulletin listings
4. The EMV Liability Shift Principles, as specified in Volume I—General Rules, Section 3.3.B and Volume I—General Rules, Section 4.3,
apply to all Intraregional Transactions in the jurisdiction of the CEMEA Regional Office. This includes Transactions occurring at POS
devices.
The EMV Liability Shift Principles, as specified in Volume I—General Rules, Section 3.3.B and Volume I—General Rules, Section 4.3,
apply to all Interregional Transactions occurring at POS devices, between the jurisdiction of the CEMEA Regional Office and Visa Europe.
Effective 1 July 2008, the EMV Liability Shift Principles, as specified in Volume I—General Rules, Section 3.3.B and Volume I—General
Rules, Section 4.3, apply to all Interregional Transactions between the jurisdiction of the CEMEA Regional Office and Visa Europe. This
includes Transactions occurring at POS devices.
Effective 1 October 2010, the EMV Liability Shift Principles, as specified in Volume I—General Rules, Section 3.3.B and Volume I—
General Rules, Section 4.3, apply to all Interregional Transactions.
15 November 2008 **VISA PUBLIC** Visa International Operating Regulations, Volume II—Dispute Resolution Rules

Chargeback Condition 1 (continued)


All of the following:
a. Transaction was below the Merchant’s Floor Limit
b. Merchant did not obtain Authorization
c. Account Number was listed in the Card Recovery Bulletin of the Merchant’s Visa Region on the Transaction Date

Chargeback Representment Representment


Member Message Text and Conditions Member Message Text and
Supporting Documentation Supporting Documentation

Member Message Text: 1. Credit or Reversal was processed. Member Message Text:
LISTED CRB DATE MMDDYY CRB Either that applies:
REGION XX 1. CRED MMDDYY ARN X...X
Documentation: (23 or 24 digits)
None required. 2. REVERSAL MMDDYY
Documentation:
None required.

2. Issuer did not meet the applicable Member Message Text:


Chargeback conditions. X...X (Specify the reason)
Documentation:
None required.

Dispute Authorization
Group
Reason Code 70 Card Recovery Bulletin or Exception File
3
79

Group 3—Reason Code 70


Group 3—Reason Code 70
80

Dispute Authorization
Group
Reason Code 70 Card Recovery Bulletin or Exception File
15 November 2008 **VISA PUBLIC** Visa International Operating Regulations, Volume II—Dispute Resolution Rules

Chargeback Condition 1 (continued)


All of the following:
a. Transaction was below the Merchant’s Floor Limit
b. Merchant did not obtain Authorization
c. Account Number was listed in the Card Recovery Bulletin of the Merchant’s Visa Region on the Transaction Date

Chargeback Representment Representment


Member Message Text and Conditions Member Message Text and
Supporting Documentation Supporting Documentation

3. Acquirer can remedy the Chargeback. Member Message Text:


As applicable:
1. ACCT NUM NOT ON CRB TRAN DATE
MMDDYY
2. CHECK-IN DATE MMDDYY
3. RENTAL DATE MMDDYY
4. EMBARK DATE MMDDYY
5. AUTH DATE MMDDYY CODE X...X
6. EMV DEVICE, CRB N/A
Documentation:
Evidence that the Transaction was
Chip-initiated and offline-authorized,
if applicable.
15 November 2008 **VISA PUBLIC** Visa International Operating Regulations, Volume II—Dispute Resolution Rules

Chargeback Condition 2
All of the following:
a. Transaction was below the Merchant’s Floor Limit
b. Merchant did not obtain Authorization
c. Merchant did not perform Account Number Verification
d. Both:
i. Transaction originated at a U.S. Merchant Outlet
ii. Account Number was listed on the Exception File with a Pickup Response by 4 a.m. Greenwich Mean Time on the date
preceding the Transaction Date

Chargeback Rights and Limitations Representment Rights and Limitations

1. If the Transaction Date was not transmitted in the Clearing None.


Record, Chargeback is valid if the Account Number Verification
was performed or the Account Number was listed on the
Exception File within 10 calendar days prior to the Transaction
Processing Date.
2. Chargeback minimum for a T&E Transaction is US $25 or
equivalent.

Additional Information
1. Chargeback is valid whether or not a specific Account Number in a blocked BIN appears in the Card Recovery Bulletin or Exception File.
2. For a T&E Transaction, the Transaction date is the check-in, car rental, or embarkation date.

Dispute Authorization
Group
Reason Code 70 Card Recovery Bulletin or Exception File
3
81

Group 3—Reason Code 70


Group 3—Reason Code 70
82

Dispute Authorization
Group
Reason Code 70 Card Recovery Bulletin or Exception File
15 November 2008 **VISA PUBLIC** Visa International Operating Regulations, Volume II—Dispute Resolution Rules

Chargeback Condition 2 (continued)


All of the following:
a. Transaction was below the Merchant’s Floor Limit
b. Merchant did not obtain Authorization
c. Merchant did not perform Account Number Verification
d. Both:
i. Transaction originated at a U.S. Merchant Outlet
ii. Account Number was listed on the Exception File with a Pickup Response by 4 a.m. Greenwich Mean Time on the date
preceding the Transaction Date

Chargeback Representment Representment


Member Message Text and Conditions Member Message Text and
Supporting Documentation Supporting Documentation

Member Message Text: 1. Credit or Reversal was processed. Member Message Text:
LISTED EXCEPT FILE MMDDYY Either that applies:
Documentation: 1. CRED MMDDYY ARN X...X
None required. (23 or 24 digits)
2. REVERSAL MMDDYY
Documentation:
None required.

2. Issuer did not meet the applicable Member Message Text:


Chargeback conditions. X...X (Specify the reason)
Documentation:
None required.

3. Acquirer can remedy the Chargeback. Member Message Text:


As applicable:
ACCT NUM NOT ON EXCPT FILE TRAN
DATE MMDDYY
Documentation:
Evidence that the Transaction was
Chip-initiated and offline-authorized,
if applicable.
15 November 2008 **VISA PUBLIC** Visa International Operating Regulations, Volume II—Dispute Resolution Rules

THIS PAGE INTENTIONALLY LEFT BLANK.

Dispute Authorization
Group
Reason Code 70 Card Recovery Bulletin or Exception File
3
83

Group 3—Reason Code 70


Group 3—Reason Code 71
84

Dispute Authorization
Group
Reason Code 71 Declined Authorization
15 November 2008 **VISA PUBLIC** Visa International Operating Regulations, Volume II—Dispute Resolution Rules

A Merchant completed a Transaction after an Authorization Request received a Decline Response.

Condition Description Page


1 Authorization Request received a Decline or Pickup Response and a Merchant completed the Transaction. 85

2 Both: 87
a. Authorization Request for a Magnetic-Stripe read or Chip-initiated Transaction received a Decline, Pickup, or
Referral Response and subsequent Authorization was obtained by a means other than Voice Authorization and
Merchant completed the Transaction
b. Transaction is Counterfeit

3 All of the following (for qualifying Transactions and effective dates, refer to Additional Information):1 91
a. Chip-Reading Device transmitted all data elements that create the EMV-Online Card Authentication Cryptogram with
a POS Entry value
b. Authorization Response was a Referral Response
c. Authorization Request was approved by means other than Voice Authorization
d. Approved Transaction is fraudulent
e. Issuer reported the Transaction as Fraud Activity through VisaNet
f. Account Number was resident on the Exception File with a Pickup Response on the Processing Date of the
Chargeback, and was on the Exception File for a total period of at least 60 calendar days from the date of listing

Additional Information
1. Chargeback is valid for Transactions above or below the Floor Limit when a Decline Response was received.
2. The EMV Liability Shift Principles, as specified in Volume I—General Rules, Section 3.3.B and Volume I—General Rules, Section 4.3,
apply to all Intraregional Transactions in the jurisdiction of the CEMEA Regional Office. This includes Transactions occurring at POS
devices.
The EMV Liability Shift Principles, as specified in Volume I—General Rules, Section 3.3.B and Volume I—General Rules, Section 4.3,
apply to all Interregional Transactions occurring at POS devices, between the jurisdiction of the CEMEA Regional Office and Visa Europe.
Effective 1 July 2008, the EMV Liability Shift Principles, as specified in Volume I—General Rules, Section 3.3.B and Volume I—General
Rules, Section 4.3, apply to all Interregional Transactions between the jurisdiction of the CEMEA Regional Office and Visa Europe. This
includes Transactions occurring at POS devices.
Effective 1 October 2010, the EMV Liability Shift Principles, as specified in Volume I—General Rules, Section 3.3.B and Volume I—
General Rules, Section 4.3, apply to all Interregional Transactions.

1. A variance to this requirement applies in the jurisdictions of the Latin America and Caribbean and U.S.A. Regions, to exclude Transactions involving
Issuers and Acquirers from those Visa Regions.
15 November 2008 **VISA PUBLIC** Visa International Operating Regulations, Volume II—Dispute Resolution Rules

Chargeback Condition 1
Authorization Request received a Decline or Pickup Response and a Merchant completed the Transaction.

Chargeback Rights and Limitations Representment Rights and Limitations

1. Chargeback is invalid if Authorization was obtained as a result of None.


Visa Stand-In Processing.
2. For Hotels, Car Rental Companies, and Cruise Lines that
rendered services, Chargeback is limited to the amount over the
Floor Limit if the Account Number was not listed in the Card
Recovery Bulletin on the rental, check-in, or embarkation date.
3. Chargeback is invalid for a T&E Transaction if the Account
Number was not listed on the Exception File with a negative
response on the Chargeback Processing Date.
4. Chargeback minimum for a T&E Transaction is US $25 or
equivalent.

Dispute Authorization
Group
Reason Code 71 Declined Authorization
3
85

Group 3—Reason Code 71


Group 3—Reason Code 71
86

Dispute Authorization
Group
Reason Code 71 Declined Authorization
15 November 2008 **VISA PUBLIC** Visa International Operating Regulations, Volume II—Dispute Resolution Rules

Chargeback Condition 1 (continued)


Authorization Request received a Decline or Pickup Response and a Merchant completed the Transaction.

Chargeback Representment Representment


Member Message Text and Conditions Member Message Text and
Supporting Documentation Supporting Documentation

Member Message Text: 1. Credit or Reversal was processed. Member Message Text:
AUTH DECLINED MMDDYY Either that applies:
Documentation: 1. CRED MMDDYY ARN X...X
None required. (23 or 24 digits)
2. REVERSAL MMDDYY
Documentation:
None required.

2. Issuer did not meet the applicable Member Message Text:


Chargeback conditions. X...X (Specify the reason)
Documentation:
None required.

3. Acquirer can remedy the Chargeback. Member Message Text:


1. AUTH DATE MMDDYY CODE X...X
2. TRAN DATE IS MMDDYY NOT
MMDDYY
Documentation:
1. For a dispute involving special
Authorization procedures, both:
a. Exhibit 2E-3 Acquirer
b. Certification of Special Authorization
Representment Amount (Exhibit 3C)
2. Evidence that the Transaction was
Chip-initiated and offline-authorized, if
applicable
15 November 2008 **VISA PUBLIC** Visa International Operating Regulations, Volume II—Dispute Resolution Rules

Chargeback Condition 2
Both:
a. Authorization Request for a Magnetic-Stripe read or Chip-initiated Transaction received a Decline, Pickup, or Referral Response and
subsequent Authorization was obtained by a means other than Voice Authorization and Merchant completed the Transaction
b. Transaction is Counterfeit

Chargeback Rights and Limitations Representment Rights and Limitations

1. Chargeback is valid if either: None.


a. Authorization was obtained by a means other than Voice
Authorization after a Referral, Decline, or Pickup Response
as a result of Transaction occurring at a Magnetic-Stripe
Terminal or Chip-Reading Device that transmitted the entire
unaltered contents of the Magnetic Stripe or Magnetic-Stripe
Image with a POS Entry Mode code value
b. Chip-Reading Device provided an Online Authorization
Response that was a Decline
2. Chargeback is valid if both:
a. Authorization Request was processed through the
International Automated Referral Service
b. Decline Response was provided
3. Chargeback is invalid if Authorization was obtained as a result of
Visa Stand-In Processing, as specified in Volume I—General
Rules, Section 3.2.A.2.e
4. For Hotels, Car Rental Companies, and Cruise Lines that
rendered services, Chargeback is limited to the amount over the
Floor Limit if the Account Number was not listed in the Card
Recovery Bulletin on the rental, check-in, or embarkation date.
5. Chargeback is invalid for a T&E Transaction if the Account
Number was not listed on the Exception File with a negative
response on the Chargeback Processing Date.
6. Chargeback minimum for a T&E Transaction is US $25 or
equivalent.

Dispute Authorization
Group
Reason Code 71 Declined Authorization
3
87

Group 3—Reason Code 71


Group 3—Reason Code 71
88

Dispute Authorization
Group
Reason Code 71 Declined Authorization
15 November 2008 **VISA PUBLIC** Visa International Operating Regulations, Volume II—Dispute Resolution Rules

Chargeback Condition 2 (continued)


Both:
a. Authorization Request for a Magnetic-Stripe read or Chip-initiated Transaction received a Decline, Pickup, or Referral Response and
subsequent Authorization was obtained by a means other than Voice Authorization and Merchant completed the Transaction
b. Transaction is Counterfeit

Additional Information
1. Visa recommends that the Issuer provide a copy of either:
a. International Automated Referral Service log reflecting the Issuer’s Decline Response
b. Issuer’s internal Authorization log containing the following elements:
1. Date and time the call was received from the International Automated Referral Service
2. Account Number
3. Transaction amount
4. Issuer response
15 November 2008 **VISA PUBLIC** Visa International Operating Regulations, Volume II—Dispute Resolution Rules

Chargeback Condition 2 (continued)


Both:
a. Authorization Request for a Magnetic-Stripe read or Chip-initiated Transaction received a Decline, Pickup, or Referral Response and
subsequent Authorization was obtained by a means other than Voice Authorization and Merchant completed the Transaction
b. Transaction is Counterfeit

Chargeback Representment Representment


Member Message Text and Conditions Member Message Text and
Supporting Documentation Supporting Documentation

Member Message Text: 1. Credit or Reversal was processed. Member Message Text:
ISS CERT TX COUNTERFEIT Either that applies:
Documentation: 1. CRED MMDDYY ARN X...X
Either, as applicable: (23 or 24 digits)
1. Exhibit 2E-3 Issuer with Issuer 2. REVERSAL MMDDYY
certification that the approved Documentation:
Transaction was Counterfeit and both None required.
the initial and subsequent Authorization
Requests contained the following 2. Issuer did not meet the applicable Member Message Text:
identical data: Chargeback conditions. X...X (Specify the reason)
a. Account Number Documentation:
b. Transaction Date None required.
c. Transaction amount
d. Merchant identification
2. Exhibit 2E-3 Issuer stating all of the
following:
a. Date and time the call was received
from the International Automated
Referral Service
b. Account Number
c. Transaction amount
d. Issuer response

Dispute Authorization
Group
Reason Code 71 Declined Authorization
3
89

Group 3—Reason Code 71


Group 3—Reason Code 71
90

Dispute Authorization
Group
Reason Code 71 Declined Authorization
15 November 2008 **VISA PUBLIC** Visa International Operating Regulations, Volume II—Dispute Resolution Rules

Chargeback Condition 2 (continued)


Both:
a. Authorization Request for a Magnetic-Stripe read or Chip-initiated Transaction received a Decline, Pickup, or Referral Response and
subsequent Authorization was obtained by a means other than Voice Authorization and Merchant completed the Transaction
b. Transaction is Counterfeit

Chargeback Representment Representment


Member Message Text and Conditions Member Message Text and
Supporting Documentation Supporting Documentation

3. Acquirer can remedy the Chargeback. Member Message Text:


1. AUTH DATE MMDDYY CODE X...X
2. TRAN IS MMDDYY NOT MMDDYY
Documentation:
1. For a dispute involving special
Authorization procedures, both:
a. Exhibit 2E-3 Acquirer
b. Certification of Special Authorization
Representment Amount (Exhibit 3C)
2. Evidence that the Transaction was
Chip-initiated and offline-authorized,
if applicable
15 November 2008 **VISA PUBLIC** Visa International Operating Regulations, Volume II—Dispute Resolution Rules

Chargeback Condition 3
All of the following (for qualifying Transactions and effective dates, refer to Additional Information):
a. Chip-Reading Device transmitted all data elements that create the EMV-Online Card Authentication Cryptogram with a POS Entry
value
b. Authorization Response was a Referral Response
c. Authorization Request was approved by means other than Voice Authorization
d. Approved Transaction is fraudulent
e. Issuer reported the Transaction as Fraud Activity through VisaNet
f. Account Number was resident on the Exception File with a Pickup Response on the Processing Date of the Chargeback, and was on
the Exception File for a total period of at least 60 calendar days from the date of listing

Chargeback Rights and Limitations Representment Rights and Limitations

None. None.

Dispute Authorization
Group
Reason Code 71 Declined Authorization
3
91

Group 3—Reason Code 71


Group 3—Reason Code 71
92

Dispute Authorization
Group
Reason Code 71 Declined Authorization
15 November 2008 **VISA PUBLIC** Visa International Operating Regulations, Volume II—Dispute Resolution Rules

Chargeback Condition 3 (continued)


All of the following (for qualifying Transactions and effective dates, refer to Additional Information):
a. Chip-Reading Device transmitted all data elements that create the EMV-Online Card Authentication Cryptogram with a POS Entry
value
b. Authorization Response was a Referral Response
c. Authorization Request was approved by means other than Voice Authorization
d. Approved Transaction is fraudulent
e. Issuer reported the Transaction as Fraud Activity through VisaNet
f. Account Number was resident on the Exception File with a Pickup Response on the Processing Date of the Chargeback, and was on
the Exception File for a total period of at least 60 calendar days from the date of listing

Chargeback Representment Representment


Member Message Text and Conditions Member Message Text and
Supporting Documentation Supporting Documentation

Member Message Text: 1. Credit or Reversal was processed. Member Message Text:
AUTH DECLINED MMDDYY Either that applies:
Documentation: 1. CRED MMDDYY ARN X...X
Exhibit 2E-3 Issuer with Issuer certification (23 or 24 digits)
of all of the following: 2. REVERSAL MMDDYY
1. The approved Transaction was Documentation:
fraudulent None required.
2. Both the initial and subsequent
Authorization Requests contained the
following identical data:
a. Account Number
b. Transaction Date
c. Transaction amount
d. Merchant identification
3. The Account Number was resident on
the Exception File with a Pickup
Response on the Processing Date of the
Chargeback, and was on the Exception
File for a total period of at least 60
calendar days from the date of listing.
15 November 2008 **VISA PUBLIC** Visa International Operating Regulations, Volume II—Dispute Resolution Rules

Chargeback Condition 3 (continued)


All of the following (for qualifying Transactions and effective dates, refer to Additional Information):
a. Chip-Reading Device transmitted all data elements that create the EMV-Online Card Authentication Cryptogram with a POS Entry
value
b. Authorization Response was a Referral Response
c. Authorization Request was approved by means other than Voice Authorization
d. Approved Transaction is fraudulent
e. Issuer reported the Transaction as Fraud Activity through VisaNet
f. Account Number was resident on the Exception File with a Pickup Response on the Processing Date of the Chargeback, and was on
the Exception File for a total period of at least 60 calendar days from the date of listing

Chargeback Representment Representment


Member Message Text and Conditions Member Message Text and
Supporting Documentation Supporting Documentation

2. Issuer did not meet the applicable Member Message Text:


Chargeback conditions. X...X (Specify the reason)
Documentation:
None required.

3. Acquirer can remedy the Chargeback. Member Message Text:


1. AUTH DATE MMDDYY CODE X...X
2. TRAN DATE IS MMDDYY NOT
MMDDYY
Documentation:
1. For a dispute involving special
Authorization procedures, both:
a. Exhibit 2E-3 Acquirer
b. Certification of Special Authorization
Representment Amount (Exhibit 3C)
2. Evidence that the Transaction was
Chip-initiated and offline-authorized, if
applicable

Dispute Authorization
Group
Reason Code 71 Declined Authorization
3
93

Group 3—Reason Code 71


Group 3—Reason Code 72
94

Dispute Authorization
Group
Reason Code 72 No Authorization
15 November 2008 **VISA PUBLIC** Visa International Operating Regulations, Volume II—Dispute Resolution Rules

Authorization was required for a Transaction, but the Merchant did not obtain Authorization.

Chargeback Condition 1
Transaction exceeded the Floor Limit and Authorization was not obtained on the Transaction Date.

Chargeback Rights and Limitations Representment Rights and Limitations

1. Chargeback is invalid for a T&E Transaction if the Account For a T&E Transaction where special Authorization procedures were
Number was not listed on the Exception File with a negative followed, Representment is limited to the sum of the Authorization
response on the Chargeback Processing Date. amounts plus 15 percent.1 This total must not exceed the
2. Effective for Transactions completed on or after Transaction amount.
15 November 2008, Chargeback is invalid for Cardholder-
Activated Transaction Type A.
3. Chargeback is invalid if any of the following apply:
a. Authorization was processed through the International
Automated Referral Service
b. Transaction was authorized by Stand-In Processing
c. Authorized amount is greater than the Transaction amount
4. If Authorization was obtained for an amount less than the
Transaction amount, Chargeback is limited only to the amount
that was not authorized.
5. If a Partial Authorization was obtained for an amount less than
the Transaction amount, Chargeback is limited only to the
amount that was not authorized if the Clearing Record includes
the Authorization Code.
6. Authorization is invalid if Merchant used invalid or incorrect
Transaction data, as specified in the VisaNet manuals, for
example:
a. Incorrect Transaction Date
b. Incorrect Merchant Category Code
c. Incorrect indicator for the Merchant or Transaction type
d. Incorrect country code/state or special condition indicator

1. For a restaurant, up to 20 percent is allowed.


15 November 2008 **VISA PUBLIC** Visa International Operating Regulations, Volume II—Dispute Resolution Rules

Chargeback Condition 1 (continued)


Transaction exceeded the Floor Limit and Authorization was not obtained on the Transaction Date.

Chargeback Rights and Limitations Representment Rights and Limitations

8. For an Automated Fuel Dispenser, effective for Transactions


completed on or after 15 November 2008, both:1
a. Chargeback is invalid if both Status Check Authorization was
obtained and one of the following:
1. For a Chip or PIN-initiated Transaction, the Transaction
amount is US $100 or less, or local currency equivalent
2. For all other Transactions, the Transaction amount is
US $75 or less, or local currency equivalent
b. Chargeback is valid only for the amount exceeding one of the
following:
1. Amount authorized by the Issuer
2. For a Chip or PIN-initiated Transaction, US $100, or local
currency equivalent
3. For all other Transactions, US $75, or local currency
equivalent
9. For an Automated Fuel Dispenser, effective for Transactions
completed 15 November 2008, Chargeback is invalid if both:2
a. Status Check Authorization was obtained
b. Transaction amount is US $50 or less, or local currency
equivalent

1. This provision is not applicable to Transactions involving Issuers or Acquirers in the jurisdiction of Visa Europe.
2. This provision is applicable only to Transactions involving Issuers or Acquirers in the jurisdiction of Visa Europe.

Dispute Authorization
Group
Reason Code 72 No Authorization
3
95

Group 3—Reason Code 72


Group 3—Reason Code 72
96

Dispute Authorization
Group
Reason Code 72 No Authorization
15 November 2008 **VISA PUBLIC** Visa International Operating Regulations, Volume II—Dispute Resolution Rules

Chargeback Condition 1 (continued)


Transaction exceeded the Floor Limit and Authorization was not obtained on the Transaction Date.

Chargeback Rights and Limitations Representment Rights and Limitations

10. For a restaurant, if the Transaction amount is more than 20


percent greater than the authorized amount, Issuer may charge
back only the amount that exceeds the additional 20 percent.
11. Chargeback is valid only for the amount of the Transaction that
exceeds the Floor Limit if both:
a. Services were rendered for a Hotel, Car Rental Company, or
Cruise Line
b. Account Number was not on the Card Recovery Bulletin on
the Transaction Date
12. Chargeback is invalid if the Transaction and Billing Currencies
are different, and the Transaction amount is within 10 percent of
the Authorization amount (to allow for currency fluctuation.)
13. Chargeback is invalid if the Cardholder Authentication
Verification Value was not validated during Authorization of an
Electronic Commerce Transaction.
14. Chargeback minimum for a T&E Transaction is US $25 or
equivalent.
15. Chargeback is valid if the Transaction was a Chip-initiated,
Offline Authorized Transaction for an amount exceeding the
Merchant’s Floor Limit (for qualifying Transactions and effective
dates, refer to Additional Information).1

1. A variance to this requirement applies in the jurisdictions of the Latin America and Caribbean and U.S.A. Regions, to exclude Transactions involving
Issuers and Acquirers from those Visa Regions.
15 November 2008 **VISA PUBLIC** Visa International Operating Regulations, Volume II—Dispute Resolution Rules

Chargeback Condition 1 (continued)


Transaction exceeded the Floor Limit and Authorization was not obtained on the Transaction Date.

Chargeback Rights and Limitations Representment Rights and Limitations

16. Authorization is invalid for Fallback Transactions where the


appropriate values identifying the Transaction as a Fallback
Transaction are not included in the Authorization message. For
Fallback Transactions, the Merchant Floor Limit is zero.
Appropriate values to indicate a Fallback Transaction must
include but are not limited to the following (for qualifying
Transactions and effective dates, refer to Additional Information)

Dispute Authorization
Group
Reason Code 72 No Authorization
3
97

Group 3—Reason Code 72


Group 3—Reason Code 72
98

Dispute Authorization
Group
Reason Code 72 No Authorization
15 November 2008 **VISA PUBLIC** Visa International Operating Regulations, Volume II—Dispute Resolution Rules

Chargeback Condition 1 (continued)


Transaction exceeded the Floor Limit and Authorization was not obtained on the Transaction Date.

Chargeback Rights and Limitations Representment Rights and Limitations

Additional Information
1. A 20 percent variance is allowed to restaurants in consideration of a gratuity.
2. For a Mail/Phone Order or Electronic Commerce Transaction, Authorization is valid if either:
a. Transaction amount is within 15 percent of the authorized amount, if the additional amount represents shipping costs
b. Authorization was obtained within 7 calendar days of the Transaction Date, as specified in Volume I—General Rules, Section
5.1.E.8.e
3. The EMV Liability Shift Principles, as specified in Volume I—General Rules, Section 3.3.B and Volume I—General Rules, Section 4.3,
apply to all Intraregional Transactions in the jurisdiction of the CEMEA Regional Office. This includes Transactions occurring at POS
devices.
The EMV Liability Shift Principles, as specified in Volume I—General Rules, Section 3.3.B and Volume I—General Rules, Section 4.3,
apply to all Interregional Transactions occurring at POS devices, between the jurisdiction of the CEMEA Regional Office and Visa Europe.
Effective 1 July 2008, the EMV Liability Shift Principles, as specified in Volume I—General Rules, Section 3.3.B and Volume I—General
Rules, Section 4.3, apply to all Interregional Transactions between the jurisdiction of the CEMEA Regional Office and Visa Europe. This
includes Transactions occurring at POS devices.
Effective 1 October 2010, the EMV Liability Shift Principles, as specified in Volume I—General Rules, Section 3.3.B and Volume I—
General Rules, Section 4.3, apply to all Interregional Transactions.
4. For Chargeback Rights and Limitations 5, an Issuer must include documentation supporting the Issuer’s claim that the Transaction would
have been declined if correct Transaction data had been provided in the Authorization Request.
15 November 2008 **VISA PUBLIC** Visa International Operating Regulations, Volume II—Dispute Resolution Rules

Chargeback Condition 1 (continued)


Transaction exceeded the Floor Limit and Authorization was not obtained on the Transaction Date.

Chargeback Representment Representment


Member Message Text and Conditions Member Message Text and
Supporting Documentation Supporting Documentation

Member Message Text, as applicable: 1. Credit or Reversal was processed. Member Message Text:
1. NO AUTHORIZATION Either that applies:
2. TRAN EXCEEDS AUTH AMOUNT 1. CRED MMDDYY ARN X...X
3. AUTH OBTAINED USING INVALID (23 or 24 digits)
DATA 2. REVERSAL MMDDYY
4. EMV CARD, NO AUTH, EXCD CHIP Documentation:
FLOOR LIMIT None required.
5. EMV CARD, INVALID FALLBACK
DATA 2. Issuer did not meet the applicable Member Message Text:
Documentation: Chargeback conditions. 1. X...X (Specify the reason)
None required. 2. EMV CARD, VALID FALLBACK DATA
3. NOT AN EMV CARD, NON EMV
DEVICE
Documentation:
As applicable.

3. Acquirer can remedy the Chargeback. Member Message Text:


1. AUTH DATE MMDDYY CODE X...X
AMT $XXX
2. TRAN DATE IS MMDDYY NOT
MMDDYY
Documentation:
For a dispute involving special Authorization
procedures, both:
1. Exhibit 2E-3 Acquirer
2. Certification of Special Authorization
Representment Amount (Exhibit 3C)

Dispute Authorization
Group
Reason Code 72 No Authorization
3
99

Group 3—Reason Code 72


Group 3—Reason Code 73
100

Dispute Authorization
Group
Reason Code 73 Expired Card
15 November 2008 **VISA PUBLIC** Visa International Operating Regulations, Volume II—Dispute Resolution Rules

A Merchant completed a Transaction with a Card that expired prior to the Transaction Date, and the Merchant did not obtain
Authorization.

Chargeback Condition 1
Both:
a. Card expired prior to the Transaction Date
b. Merchant did not obtain Authorization

Chargeback Rights and Limitations Representment Rights and Limitations

1. Transaction Date is as follows: None.


a. Hotel: Check-in date
b. Car Rental Company: Date the car was rented
c. Cruise Line: Embarkation date
2. For a Mail/Phone Order or Electronic Commerce Transaction,
the expiration date provided by the Cardholder is assumed to be
correct.
3. Chargeback is invalid for a T&E Transaction if the Account
Number was not listed on the Exception File with a negative
response on the Chargeback Processing Date.
4. Chargeback minimum for a T&E Transaction is US $25 or
equivalent.
5. Chargeback does not apply to Chip-initiated Transactions (for
qualifying Transactions and effective dates, refer to Additional
Information).1

1. A variance to this requirement applies in the jurisdictions of the Latin America and Caribbean and U.S.A. Regions, to exclude Transactions involving
Issuers and Acquirers from those Visa Regions.
15 November 2008 **VISA PUBLIC** Visa International Operating Regulations, Volume II—Dispute Resolution Rules

Chargeback Condition 1 (continued)


Both:
a. Card expired prior to the Transaction Date
b. Merchant did not obtain Authorization

Chargeback Rights and Limitations Representment Rights and Limitations

Additional Information
1. The Card expiration date is the last day of the month.
2. The EMV Liability Shift Principles, as specified in Volume I—General Rules, Section 3.3.B and Volume I—General Rules, Section 4.3,
apply to all Intraregional Transactions in the jurisdiction of the CEMEA Regional Office. This includes Transactions occurring at POS
devices.
The EMV Liability Shift Principles, as specified in Volume I—General Rules, Section 3.3.B and Volume I—General Rules, Section 4.3,
apply to all Interregional Transactions occurring at POS devices, between the jurisdiction of the CEMEA Regional Office and Visa Europe.
Effective 1 July 2008, the EMV Liability Shift Principles, as specified in Volume I—General Rules, Section 3.3.B and Volume I—General
Rules, Section 4.3, apply to all Interregional Transactions between the jurisdiction of the CEMEA Regional Office and Visa Europe. This
includes Transactions occurring at POS devices.
Effective 1 October 2010, the EMV Liability Shift Principles, as specified in Volume I—General Rules, Section 3.3.B and Volume I—
General Rules, Section 4.3, apply to all Interregional Transactions.

Dispute Authorization
Group
Reason Code 73 Expired Card
3
101

Group 3—Reason Code 73


Group 3—Reason Code 73
102

Dispute Authorization
Group
Reason Code 73 Expired Card
15 November 2008 **VISA PUBLIC** Visa International Operating Regulations, Volume II—Dispute Resolution Rules

Chargeback Condition 1 (continued)


Both:
a. Card expired prior to the Transaction Date
b. Merchant did not obtain Authorization

Chargeback Representment Representment


Member Message Text and Conditions Member Message Text and
Supporting Documentation Supporting Documentation

Member Message Text: 1. Credit or Reversal was processed. Member Message Text:
CARD EXPIRED MMDDYY Either that applies:
Documentation: 1. CRED MMDDYY ARN X...X
None required. (23 or 24 digits)
2. REVERSAL MMDDYY
Documentation:
None required.

2. Issuer did not meet the applicable Member Message Text:


Chargeback conditions. X...X (Specify the reason)
Documentation:
None required.
15 November 2008 **VISA PUBLIC** Visa International Operating Regulations, Volume II—Dispute Resolution Rules

Chargeback Condition 1 (continued)


Both:
a. Card expired prior to the Transaction Date
b. Merchant did not obtain Authorization

Chargeback Representment Representment


Member Message Text and Conditions Member Message Text and
Supporting Documentation Supporting Documentation

3. Acquirer can remedy the Chargeback. Member Message Text:


1. AUTH DATE MMDDYY
2. CARD NOT EXPIRED ON TRAN DATE
3. CHECK-IN DATE MMDDYY
4. RENTAL DATE MMDDYY
5. EMBARK DATE MMDDYY
Documentation:
Exhibit 2E-3 Acquirer and one of the
following:
1. Merchant’s Authorization log
2. Documentation to prove the Card was
not expired on the Transaction Date
3. Evidence that the Transaction was
Chip-initiated and offline-authorized,
if applicable

Dispute Authorization
Group
Reason Code 73 Expired Card
3
103

Group 3—Reason Code 73


Group 3—Reason Code 78
104

Dispute Authorization
Group
Reason Code 78 Service Code Violation
15 November 2008 **VISA PUBLIC** Visa International Operating Regulations, Volume II—Dispute Resolution Rules

Effective on or after 5 April 2008, Authorization was not obtained for a Magnetic-Stripe read Transaction on a Visa Electron Card or
on a Visa Card in a registered mandatory positive Authorization (Service Code) account range.

Chargeback Condition 1
Effective on or after 5 April 2008, both:
a. A Merchant completed a Magnetic-Stripe read Transaction on a Visa Electron Card or a Visa Card in a registered positive
Authorization (Service Code) account range1
b. Merchant did not obtain Authorization

Chargeback Rights and Limitations Representment Rights and Limitations

2. Effective on or after 5 April 2008, the Chargeback applies for a None.


Visa Card or Visa Electron Card when both:
a. The Visa Card or Visa Electron Card is in an account range
that requires positive Authorization (Service Code)
b. Merchant did not obtain Authorization

1. All Visa Electron Cards must be issued with positive Authorization (Service Code) therefore registration is not required for a Visa Electron account
range.
15 November 2008 **VISA PUBLIC** Visa International Operating Regulations, Volume II—Dispute Resolution Rules

Chargeback Condition 1 (continued)


Effective on or after 5 April 2008, both:
a. A Merchant completed a Magnetic-Stripe read Transaction on a Visa Electron Card or a Visa Card in a registered positive
Authorization (Service Code) account range1
b. Merchant did not obtain Authorization

Chargeback Representment Representment


Member Message Text and Conditions Member Message Text and
Supporting Documentation Supporting Documentation

Member Message Text: 1. Credit or Reversal was processed. Member Message Text:
None required. Either that applies:
Documentation: 1. CRED MMDDYY ARN X...X
None required. (23 or 24 digits)
2. REVERSAL MMDDYY
Documentation:
None required.

2. Issuer did not meet the applicable Member Message Text:


Chargeback conditions. X...X (Specify the reason)
Documentation:
None required.

1. All Visa Electron Cards must be issued with positive Authorization (Service Code) therefore registration is not required for a Visa Electron account
range.

Dispute Authorization
Group
Reason Code 78 Service Code Violation
3
105

Group 3—Reason Code 78


Group 3—Reason Code 78
106

Dispute Authorization
Group
Reason Code 78 Service Code Violation
15 November 2008 **VISA PUBLIC** Visa International Operating Regulations, Volume II—Dispute Resolution Rules

Chargeback Condition 1 (continued)


Effective on or after 5 April 2008, both:
a. A Merchant completed a Magnetic-Stripe read Transaction on a Visa Electron Card or a Visa Card in a registered positive
Authorization (Service Code) account range1
b. Merchant did not obtain Authorization

Chargeback Representment Representment


Member Message Text and Conditions Member Message Text and
Supporting Documentation Supporting Documentation

3. Acquirer can remedy the Chargeback. Member Message Text:


AUTH DATE MMDDYY
Documentation:
15 November 2008 **VISA PUBLIC** Visa International Operating Regulations, Volume II—Dispute Resolution Rules

Chargeback Condition 1 (continued)


Effective on or after 5 April 2008
a. A Merchant completed a Magnetic-Stripe read Transaction on a Visa Electron Card or a Visa Card in a registered positive
Authorization (Service Code) account range1
b. Merchant did not obtain Authorization

Chargeback Representment Representment


Member Message Text and Conditions Member Message Text and
Supporting Documentation Supporting Documentation

Effective on or after 5 April 2008,


Exhibit 2E-3 Acquirer and one of the
following:
1. Documentation to prove that either:
a. Service Code was valid for
Transaction
b. Authorization was obtained and was
captured through a Magnetic-Stripe
Terminal or Chip-Reading Device
2. Evidence that the Transaction was Chip-
initiated and offline-authorized, if
applicable
3. Account was not in a registered
positive Authorization (Service Code)
account range

1. All Visa Electron Cards must be issued with positive Authorization (Service Code) therefore registration is not required for a Visa Electron account
range.

Dispute Authorization
Group
Reason Code 78 Service Code Violation
3
107

Group 3—Reason Code 78


Group 4—Processing Error
108

Dispute Processing Error


Group
A Merchant , an Originating Member, or an Acquirer processed a Transaction incorrectly.
15 November 2008 **VISA PUBLIC** Visa International Operating Regulations, Volume II—Dispute Resolution Rules

74 Late Presentment

Transaction was not processed within the required time limits and the account was not in good standing on the Chargeback
Processing Date, or the Transaction was processed more than 180 calendar days from the Transaction Date.

76 Incorrect Currency or Transaction Code or Domestic Transaction Processing Violation

Transaction was processed with an incorrect Transaction code, or an incorrect currency code, or the Merchant did not deposit a
Transaction Receipt in the country where the Transaction occurred, or the Cardholder was not advised that Dynamic Currency
Conversion would occur or was refused the choice of paying in the Merchant’s local currency.

77 Non-Matching Account Number

Transaction did not receive Authorization and was processed using an Account Number that does not match any on the Issuer’s
master file or an Original Credit was processed using an Account Number that does not match any on the Issuer’s master file.

80 Incorrect Transaction Amount or Account Number

Transaction amount is incorrect, or an addition or transposition error was made when calculating the Transaction amount, or
Merchant altered the Transaction amount after the Transaction was completed without the consent of the Cardholder, or a
Transaction was processed using an incorrect Account Number.

82 Duplicate Processing

A single Transaction was processed more than once.

86 Paid by Other Means

Merchandise or service was received but paid for by other means.

96 Transaction Exceeds Limited Amount

An Unattended Acceptance Terminal that performs Cardholder-Activated Transaction Type A or Cardholder-Activated Transaction
Type B exceeded the allowed amount.
15 November 2008 **VISA PUBLIC** Visa International Operating Regulations, Volume II—Dispute Resolution Rules

GENERAL REQUIREMENTS FOR DISPUTE GROUP 4—PROCESSING ERROR

Chargeback Time Frame


The Chargeback time limit is 120 calendar days from the Transaction Processing Date. For an Original Credit, the Chargeback time limit
is 120 calendar days from the Central Processing Date of the Original Credit.

Representment Time Frame


The Representment time limit is 45 calendar days from the Chargeback Processing Date.

General Chargeback Rights and Limitations


Chargeback minimum for a T&E Transaction is US $25 or equivalent.

General Representment Rights and Limitations


Refer to individual reason codes.

Additional Information
1. At its option, a Member may provide any additional documentation or information to support the Chargeback or Representment.
2. If documentation is sent to the opposing Member, Dispute Resolution Form (Exhibit 2E-4) must also be provided.
3. If the Member Message Text is all that is required to support a Chargeback or Representment, use of Dispute Resolution Form
(Exhibit 2E-4) is optional.

Dispute Processing Error


Group
A Merchant , an Originating Member, or an Acquirer processed a Transaction incorrectly.
4
109

Group 4—Processing Error


Group 4—Reason Code 74
110

Dispute Processing Error


Group
Reason Code 74 Late Presentment
15 November 2008 **VISA PUBLIC** Visa International Operating Regulations, Volume II—Dispute Resolution Rules

Transaction was not processed within the required time limits and the account was not in good standing on the Chargeback
Processing Date, or the Transaction was processed more than 180 calendar days from the Transaction Date.

Condition Description Page

1 Both: 111
a. Transaction was not processed within the required time limit
b. Account Number was not in good standing on the Processing Date

2 Transaction Date is more than 180 calendar days prior to the Processing Date. 113
15 November 2008 **VISA PUBLIC** Visa International Operating Regulations, Volume II—Dispute Resolution Rules

Chargeback Condition 1
Both:
a. Transaction was not processed within the required time limit
b. Account Number was not in good standing on the Processing Date

Chargeback Rights and Limitations Representment Rights and Limitations

1. For a Visa Electron Card, Transaction Date is more than 6 None.


calendar days prior to the Processing Date.
2. For an ATM or Load Transaction, Transaction Date is more than
10 calendar days prior to the Processing Date.
3. For a Visa Electron Card with a Visa Brand Mark with the
Electron Identifier issued in Visa Europe or in the jurisdiction of
the CEMEA Regional Office and accepted by a Visa Merchant,
Transaction Date is more than 30 calendar days prior to the
Processing Date.
4. For all other Transactions, Transaction Date is more than 30
calendar days prior to the Processing Date.
5. For a T&E Transaction, Transaction Date is as follows:
a. Hotel: Check-out date
b. Car Rental Company: Return date
c. Cruise Line: Disembarkation date
6. For a T&E Transaction, Issuer must list the Account Number on
the Exception File with a negative response on the Chargeback
Processing Date.

Dispute Processing Error


Group
Reason Code 74 Late Presentment
4
111

Group 4—Reason Code 74


Group 4—Reason Code 74
112

Dispute Processing Error


Group
Reason Code 74 Late Presentment
15 November 2008 **VISA PUBLIC** Visa International Operating Regulations, Volume II—Dispute Resolution Rules

Chargeback Condition 1 (continued)


Both:
a. Transaction was not processed within the required time limit
b. Account Number was not in good standing on the Processing Date

Chargeback Representment Representment


Member Message Text and Conditions Member Message Text and
Supporting Documentation Supporting Documentation

Member Message Text: 1. Credit or Reversal was processed Member Message Text:
ACCOUNT STATUS CODE (Supply the Either that applies:
appropriate code in the last position of the 1. CRED MMDDYY ARN X...X
text) (23 or 24 digits)
X=Counterfeit 2. REVERSAL MMDDYY
O=Account Closed Documentation:
C=Account Problem None required.
F=Other Fraud (e.g., lost, stolen, not
received) 2. Issuer did not meet the applicable Member Message Text:
Documentation: Chargeback conditions. X...X (Specify the reason)
None required. Documentation:
None required.

3. Acquirer can remedy the Chargeback. Member Message Text:


CORRECT TRAN DATE MMDDYY
Documentation:
Both:
1. Exhibit 2E-4 Acquirer
2. Transaction Receipt with Transaction
Date that disproves late Presentment
15 November 2008 **VISA PUBLIC** Visa International Operating Regulations, Volume II—Dispute Resolution Rules

Chargeback Condition 2
Transaction Date is more than 180 calendar days prior to the Processing Date.

Chargeback Rights and Limitations Representment Rights and Limitations

1. Transaction Date is more than 180 calendar days prior to None.


Processing Date.
2. For a T&E Transaction, Transaction Date is as follows:
a. Hotel: Check-out date
b. Car Rental Company: Return date
c. Cruise Line: Disembarkation date

Dispute Processing Error


Group
Reason Code 74 Late Presentment
4
113

Group 4—Reason Code 74


Group 4—Reason Code 74
114

Dispute Processing Error


Group
Reason Code 74 Late Presentment
15 November 2008 **VISA PUBLIC** Visa International Operating Regulations, Volume II—Dispute Resolution Rules

Chargeback Condition 2 (continued)


Transaction Date is more than 180 calendar days prior to the Processing Date.

Chargeback Representment Representment


Member Message Text and Conditions Member Message Text and
Supporting Documentation Supporting Documentation

Member Message Text: 1. Credit or Reversal was processed. Member Message Text:
MORE THAN 180 DAYS LATE Either that applies:
Documentation: 1. CRED MMDDYY ARN X...X
None required. (23 or 24 digits)
2. REVERSAL MMDDYY
Documentation:
None required.

2. Issuer did not meet the applicable Member Message Text:


Chargeback conditions. X...X (Specify the reason)
Documentation:
None required.

3. Acquirer can remedy the Chargeback. Member Message Text:


CORRECT TRAN DATE MMDDYY
Documentation:
Both:
1. Exhibit 2E-4 Acquirer
2. Transaction Receipt with Transaction
Date that disproves late Presentment
15 November 2008 **VISA PUBLIC** Visa International Operating Regulations, Volume II—Dispute Resolution Rules

THIS PAGE INTENTIONALLY LEFT BLANK.

Dispute Processing Error


Group
Reason Code 74 Late Presentment
4
115

Group 4—Reason Code 74


Group 4—Reason Code 76
116

Dispute Processing Error


Group
Reason Code 76 Incorrect Currency or Transaction Code or Domestic Transaction
15 November 2008 **VISA PUBLIC** Visa International Operating Regulations, Volume II—Dispute Resolution Rules

4
Processing Violation

Transaction was processed with an incorrect Transaction code, or an incorrect currency code, or the Merchant did not
deposit a Transaction Receipt in the country where the Transaction occurred, or the Cardholder was not advised that
Dynamic Currency Conversion would occur or was refused the choice of paying in the Merchant’s local currency.

Condition Description Page

1 Transaction code is incorrect. 117

2 Transaction Currency is different than the currency transmitted through VisaNet. 119

3 A Domestic Transaction Receipt was not deposited in the country where the Transaction occurred and was processed with 121
an incorrect Transaction Country code, and was not one of the following:
a. International Airline Transaction
b. Result of a Transaction occurring at a military base, embassy, or consulate

4 Cardholder was not advised that Dynamic Currency Conversion would occur or was refused the choice of paying in the 124
Merchant’s local currency.
15 November 2008 **VISA PUBLIC** Visa International Operating Regulations, Volume II—Dispute Resolution Rules

Chargeback Condition 1
Transaction code is incorrect.

Chargeback Rights and Limitations Representment Rights and Limitations

1. For a Transaction processed with an incorrect Transaction code, None.


Chargeback amount is double the Transaction Amount when
either:
a. Credit was processed as a debit
b. Debit was processed as a credit

Dispute Processing Error


Group
Reason Code 76 Incorrect Currency or Transaction Code or Domestic Transaction
4
Processing Violation
117

Group 4—Reason Code 76


Group 4—Reason Code 76
118

Dispute Processing Error


Group
Reason Code 76 Incorrect Currency or Transaction Code or Domestic Transaction
15 November 2008 **VISA PUBLIC** Visa International Operating Regulations, Volume II—Dispute Resolution Rules

4
Processing Violation

Chargeback Condition 1 (continued)


Transaction code is incorrect.

Chargeback Representment Representment


Member Message Text and Conditions Member Message Text and
Supporting Documentation Supporting Documentation

Member Message Text: 1. Credit or Reversal was processed. Member Message Text:
1. CREDIT POSTED AS DEBIT Either that applies:
2. DEBIT POSTED AS CREDIT 1. CRED MMDDYY ARN X...X
3. PURCHASE POSTED AS CASH (23 or 24 digits)
4. CASH POSTED AS PURCHASE 2. REVERSAL MMDDYY
Documentation: Documentation:
None required. None required.

2. Issuer did not meet the applicable Member Message Text:


Chargeback conditions. X...X (Specify the reason)
Documentation:
None required.

3. Acquirer can remedy the Chargeback. Member Message Text:


None required.
Documentation:
For an ATM Transaction, none required.
For all other Transactions, both:
1. Exhibit 2E-4 Acquirer
2. Transaction Receipt or other record that
proves that the Transaction code was
correct
15 November 2008 **VISA PUBLIC** Visa International Operating Regulations, Volume II—Dispute Resolution Rules

Chargeback Condition 2
Transaction currency is different than the currency transmitted through VisaNet.

Chargeback Rights and Limitations Representment Rights and Limitations

1. Chargeback is invalid for a Transaction originating at a non-US None.


ATM connected to the Plus System, Inc. and settled in US
dollars.
2. Chargeback is valid for the entire Transaction amount.

Additional Information
1. Transaction Currency appearing on the Transaction Receipt may be any currency agreed upon by the Merchant and Cardholder.
2. If not specified, the Transaction Currency is the domestic currency of the Transaction Country.
3. The currency and amount in the total box on a Transaction Receipt is considered the agreed upon currency. Currency and amounts noted
elsewhere will not be considered.

Dispute Processing Error


Group
Reason Code 76 Incorrect Currency or Transaction Code or Domestic Transaction
4
Processing Violation
119

Group 4—Reason Code 76


Group 4—Reason Code 76
120

Dispute Processing Error


Group
Reason Code 76 Incorrect Currency or Transaction Code or Domestic Transaction
15 November 2008 **VISA PUBLIC** Visa International Operating Regulations, Volume II—Dispute Resolution Rules

4
Processing Violation

Chargeback Condition 2 (continued)


Transaction currency is different than the currency transmitted through VisaNet.

Chargeback Representment Representment


Member Message Text and Conditions Member Message Text and
Supporting Documentation Supporting Documentation

Member Message Text: 1. Credit or Reversal was processed. Member Message Text:
TRAN CURRENCY IS XXX NOT XXX, Either that applies:
where XXX = numeric Currency Code value 1. CRED MMDDYY ARN X...X
as specified in the VisaNet manuals (23 or 24 digits)
Documentation: 2. REVERSAL MMDDYY
None required. Documentation:
None required.

2. Issuer did not meet the applicable Member Message Text:


Chargeback conditions. X...X (Specify the reason)
Documentation:
None required.

3. Acquirer can remedy the Chargeback. Member Message Text:


None required.
Documentation:
Both:
1. Exhibit 2E-4 Acquirer
2. Transaction Receipt or other record that
proves that the Transaction Currency
was correct
15 November 2008 **VISA PUBLIC** Visa International Operating Regulations, Volume II—Dispute Resolution Rules

Chargeback Condition 3
A Domestic Transaction Receipt was not deposited in the country where the Transaction occurred and was processed with an incorrect
Transaction Country code, and was not one of the following:
a. International Airline Transaction
b. Result of a Transaction occurring at a military base, embassy, or consulate1

Chargeback Rights and Limitations Representment Rights and Limitations

Chargeback is invalid if a Transaction was processed as allowed None.


under Volume I—General Rules, Section 4.1.C.1.
An Acquirer must not contract with a Merchant Outlet that is outside
its Country of Domicile, unless any of the following is true:
1. Visa has approved this arrangement, and the country or territory
is either:
a. Not any other Principal’s Country of Domicile
b. One where the Acquirer has a Branch
2. Merchant is an International Airline and the Acquirer maintains
the relationship as specified in Volume I—General Rules,
Section 4.1.E
3. Merchant Outlet is a military base, embassy, or consulate on
foreign territory. The currency used to complete the Transaction
must be disclosed on the Transaction Receipt.

1. Visa considers these Merchant Outlets to be within the Member’s Country and Region of Domicile.

Dispute Processing Error


Group
Reason Code 76 Incorrect Currency or Transaction Code or Domestic Transaction
4
Processing Violation
121

Group 4—Reason Code 76


Group 4—Reason Code 76
122

Dispute Processing Error


Group
Reason Code 76 Incorrect Currency or Transaction Code or Domestic Transaction
15 November 2008 **VISA PUBLIC** Visa International Operating Regulations, Volume II—Dispute Resolution Rules

4
Processing Violation

Chargeback Condition 3 (continued)


A Domestic Transaction Receipt was not deposited in the country where the Transaction occurred and was processed with an incorrect
Transaction Country code, and was not one of the following:
a. International Airline Transaction
b. Result of a Transaction occurring at a military base, embassy, or consulate

Chargeback Representment Representment


Member Message Text and Conditions Member Message Text and
Supporting Documentation Supporting Documentation

Member Message Text: 1. Credit or Reversal was processed. Member Message Text:
TRAN OCCURRED IN X...X Either that applies:
Documentation: 1. CRED MMDDYY ARN X...X
None required. (23 or 24 digits)
2. REVERSAL MMDDYY
Documentation:
None required.

2. Issuer did not meet the applicable Member Message Text:


Chargeback conditions. X...X (Specify the reason)
Documentation:
None required.
15 November 2008 **VISA PUBLIC** Visa International Operating Regulations, Volume II—Dispute Resolution Rules

Chargeback Condition 3 (continued)


A Domestic Transaction Receipt was not deposited in the country where the Transaction occurred and was processed with an incorrect
Transaction Country code, and was not one of the following:
a. International Airline Transaction
b. Result of a Transaction occurring at a military base, embassy, or consulate

Chargeback Representment Representment


Member Message Text and Conditions Member Message Text and
Supporting Documentation Supporting Documentation

3. Acquirer can remedy the Chargeback. Member Message Text:


None required.
Documentation:
Both:
1. Exhibit 2E-4 Acquirer
2. Transaction Receipt or other record to
prove either:
a. Transaction was deposited properly
and processed with the correct
Transaction Country code
b. Transaction occurred at a military
base, embassy, consulate, or is an
International Airline Transaction

Dispute Processing Error


Group
Reason Code 76 Incorrect Currency or Transaction Code or Domestic Transaction
4
Processing Violation
123

Group 4—Reason Code 76


Group 4—Reason Code 76
124

Dispute Processing Error


Group
Reason Code 76 Incorrect Currency or Transaction Code or Domestic Transaction
15 November 2008 **VISA PUBLIC** Visa International Operating Regulations, Volume II—Dispute Resolution Rules

4
Processing Violation

Chargeback Condition 4
Cardholder was not advised that Dynamic Currency Conversion would occur or was refused the choice of paying in the Merchant’s local
currency.

Chargeback Rights and Limitations Representment Rights and Limitations

Dynamic Currency Conversion occurred and the Cardholder was If the Chargeback is valid, the Acquirer may only represent the
either: Transaction in the Merchant’s local currency for the Transaction
1. Not advised that Dynamic Currency Conversion would take Amount prior to Dynamic Currency Conversion. The Representment
place. must:
2. Refused the choice of paying in the Merchant’s local currency. • Exclude fees or commission charges directly related to Dynamic
Chargeback is valid for the entire Transaction Amount. Currency Conversion that were applied to the Transaction
• Include a copy of the Dynamic Currency Conversion Transaction
Receipt

Additional Information
1. Transaction Currency appearing on the Transaction Receipt must be the currency approved by the Cardholder.
2. If Dynamic Currency Conversion is not approved at the Point-of-Transaction the Transaction Currency must be in the Merchant’s local
currency.
3. If the Acquirer processes through the Single Message System, it may process the Transaction as a first Presentment instead of
representing.
15 November 2008 **VISA PUBLIC** Visa International Operating Regulations, Volume II—Dispute Resolution Rules

Chargeback Condition 4 (continued)


Cardholder was not advised that Dynamic Currency Conversion would occur or was refused the choice of paying in the Merchant’s local
currency.

Chargeback Representment Representment


Member Message Text and Conditions Member Message Text and
Supporting Documentation Supporting Documentation

Member Message Text: 1. Credit or Reversal was processed. Member Message Text:
1. DCC—CARDHOLDER NOT ADVISED Either that applies:
2. DCC—CARDHOLDER REFUSED 1. CRED MMDDYY ARN X...X
OPTION OF LOCAL CURRENCY (23 or 24 digits)
Documentation: 2. REVERSAL MMDDYY
1. Issuer Chargeback Form—Processing Documentation:
Error (Exhibit 2E-4 Issuer) None required.
2. A Cardholder letter stating the
Cardholder was not advised that 2. Issuer did not meet the applicable Member Message Text:
Dynamic Currency Conversion would Chargeback conditions. X...X (Specify the reason)
occur or was not offered a choice to pay Documentation:
in the Merchant’s local currency None required.
3. Copy of the Cardholder’s Transaction
Receipt (if available) 3. Acquirer can remedy the Chargeback. Member Message Text:
None required.
Documentation:
All of the following:
1. Acquirer Representment Form—
Processing Error (Exhibit 2E-4 Acquirer)
2. Acquirer certification that the Merchant
is registered to offer Dynamic Currency
Conversion

Dispute Processing Error


Group
Reason Code 76 Incorrect Currency or Transaction Code or Domestic Transaction
4
Processing Violation
125

Group 4—Reason Code 76


Group 4—Reason Code 77
126

Dispute Processing Error


Group
Reason Code 77 Non-Matching Account Number
15 November 2008 **VISA PUBLIC** Visa International Operating Regulations, Volume II—Dispute Resolution Rules

Transaction did not receive Authorization and was processed using an Account Number that does not match any on the
Issuer’s master file or an Original Credit was processed using an Account Number that does not match any on the Issuer’s
master file.

Condition Description Page

1 Merchant or Acquirer processed a Transaction for an Account Number not matching any on the Issuer’s master file and did 127
not receive an Authorization.

2 Originating Member processed an Original Credit for an Account Number not matching any on the Issuer’s master file. 129
15 November 2008 **VISA PUBLIC** Visa International Operating Regulations, Volume II—Dispute Resolution Rules

Chargeback Condition 1
Merchant or Acquirer processed a Transaction for an Account Number not matching any on the Issuer’s master file and did not receive an
Authorization.

Chargeback Rights and Limitations Representment Rights and Limitations

1. Chargeback is invalid for Transactions that received an None.


Authorization.
2. Chargeback is invalid for Chip-initiated Transactions.

Additional Information
1. An incorrectly entered Account Number must be processed as an original Presentment. Acquirer may be responsible for any late
Presentment.
2. The EMV Liability Shift Principles, as specified in Volume I—General Rules, Section 3.3.B and Volume I—General Rules, Section 4.3,
apply to all Intraregional Transactions in the jurisdiction of the CEMEA Regional Office. This includes Transactions occurring at both POS
and ATM devices.
The EMV Liability Shift Principles, as specified in Volume I—General Rules, Section 3.3.B and Volume I—General Rules, Section 4.3,
apply to all Interregional Transactions occurring at POS devices, between the jurisdiction of the CEMEA Regional Office and Visa Europe.
Effective 1 July 2008, the EMV Liability Shift Principles, as specified in Volume I—General Rules, Section 3.3.B and Volume I—General
Rules, Section 4.3, apply to all Interregional Transactions between the jurisdiction of the CEMEA Regional Office and Visa Europe. This
includes Transactions occurring at both POS and ATM devices.
Effective 1 October 2010, the EMV Liability Shift Principles, as specified in Volume I—General Rules, Section 3.3.B and Volume I—
General Rules, Section 4.3, apply to all Interregional Transactions.

Dispute Processing Error


Group
Reason Code 77 Non-Matching Account Number
4
127

Group 4—Reason Code 77


Group 4—Reason Code 77
128

Dispute Processing Error


Group
Reason Code 77 Non-Matching Account Number
15 November 2008 **VISA PUBLIC** Visa International Operating Regulations, Volume II—Dispute Resolution Rules

Chargeback Condition 1 (continued)


Merchant or Acquirer processed a Transaction for an Account Number not matching any on the Issuer’s master file and did not receive an
Authorization.

Chargeback Representment Representment


Member Message Text and Conditions Member Message Text and
Supporting Documentation Supporting Documentation

Member Message Text: 1. Credit or Reversal was processed. Member Message Text:
NO SUCH ACCT NUMBER Either that applies:
Documentation: 1. CRED MMDDYY ARN X...X
None required. (23 or 24 digits)
2. REVERSAL MMDDYY
Documentation:
None required.

2. Issuer did not meet the applicable Member Message Text:


Chargeback conditions. X...X (Specify the reason)
Documentation:
None required.

3. Acquirer can remedy the Chargeback. Member Message Text:


AUTH DATE MMDDYY CODE X...X
(if applicable)
Documentation:
Both:
1. Exhibit 2E-4 Acquirer
2. Legible Transaction Receipt to prove
that the Account Number was
processed correctly
15 November 2008 **VISA PUBLIC** Visa International Operating Regulations, Volume II—Dispute Resolution Rules

Chargeback Condition 2
An Originating Member processed an Original Credit for an Account Number not matching any on the Issuer’s master file.

Chargeback Rights and Limitations Representment Rights and Limitations

None. None.

Dispute Processing Error


Group
Reason Code 77 Non-Matching Account Number
4
129

Group 4—Reason Code 77


Group 4—Reason Code 77
130

Dispute Processing Error


Group
Reason Code 77 Non-Matching Account Number
15 November 2008 **VISA PUBLIC** Visa International Operating Regulations, Volume II—Dispute Resolution Rules

Chargeback Condition 2 (continued)


An Originating Member processed an Original Credit for an Account Number not matching any on the Issuer’s master file.

Chargeback Representment Representment


Member Message Text and Conditions Member Message Text and
Supporting Documentation Supporting Documentation

Member Message Text for Original 1. Reversal was processed. Member Message Text:
Credit: REVERSAL MMDDYY
ACCOUNT CLOSED Documentation:
ACCOUNT NOT ON FILE None required.
Documentation:
None required. 2. Issuer did not meet the applicable Member Message Text:
Chargeback conditions. X...X (Specify the reason)
Documentation:
None required.

3. Originating Member can remedy the Member Message Text:


Chargeback. X...X (Specify the reason)
Documentation:
None required.
15 November 2008 **VISA PUBLIC** Visa International Operating Regulations, Volume II—Dispute Resolution Rules

THIS PAGE INTENTIONALLY LEFT BLANK.

Dispute Processing Error


Group
Reason Code 77 Non-Matching Account Number
4
131

Group 4—Reason Code 77


Group 4—Reason Code 80
132

Dispute Processing Error


Group
Reason Code 80 Incorrect Transaction Amount or Account Number
15 November 2008 **VISA PUBLIC** Visa International Operating Regulations, Volume II—Dispute Resolution Rules

Transaction amount is incorrect, or an addition or transposition error was made when calculating the Transaction amount,
or Merchant altered the Transaction amount after the Transaction was completed without the consent of the Cardholder, or
a Transaction was processed using an incorrect Account Number.

Condition Description Page

1 Transaction amount is incorrect or addition or transposition error occurred. 133

2 Merchant altered the Transaction amount after the Transaction was completed without the consent of the Cardholder. 135

3 Account Number processed through VisaNet does not match the Account Number on the Transaction Receipt. 138
15 November 2008 **VISA PUBLIC** Visa International Operating Regulations, Volume II—Dispute Resolution Rules

Chargeback Condition 1
Transaction amount is incorrect or addition or transposition error occurred.

Chargeback Rights and Limitations Representment Rights and Limitations

1. Chargeback amount is limited to the difference in the amounts. None.


2. For a T&E Transaction, Chargeback is valid only when the
difference in the amounts exceeds US $25 or local currency
equivalent.
3. Chargeback is invalid for a No-Show or Advance Deposit
Transaction for an addition or transposition error.
4. Chargeback is invalid for the difference between the quoted price
and the actual charges made by the T&E Merchant.
5. Chargeback is invalid for Chip-initiated Transactions containing
a valid Cryptogram (for qualifying Transactions and effective
dates, refer to Additional Information).1

Additional Information
1. Visa recommends that the Issuer provide documentation to demonstrate that the Transaction amount is incorrect.
2. The EMV Liability Shift Principles, as specified in Volume I—General Rules, Section 3.3.B and Volume I—General Rules, Section 4.3,
apply to all Intraregional Transactions in the jurisdiction of the CEMEA Regional Office. This includes Transactions occurring at both POS
and ATM devices.
The EMV Liability Shift Principles, as specified in Volume I—General Rules, Section 3.3.B and Volume I—General Rules, Section 4.3,
apply to all Interregional Transactions occurring at POS devices, between the jurisdiction of the CEMEA Regional Office and Visa Europe.
Effective 1 July 2008, the EMV Liability Shift Principles, as specified in Volume I—General Rules, Section 3.3.B and Volume I—General
Rules, Section 4.3, apply to all Interregional Transactions between the jurisdiction of the CEMEA Regional Office and Visa Europe. This
includes Transactions occurring at both POS and ATM devices.
Effective 1 October 2010, the EMV Liability Shift Principles, as specified in Volume I—General Rules, Section 3.3.B and Volume I—
General Rules, Section 4.3, apply to all Interregional Transactions.

1. A variance to this requirement applies in the jurisdiction of the Latin America and Caribbean and U.S.A. Regions, to exclude Transactions involving
Issuers and Acquirers from those Visa Regions.

Dispute Processing Error


Group
Reason Code 80 Incorrect Transaction Amount or Account Number
4
133

Group 4—Reason Code 80


Group 4—Reason Code 80
134

Dispute Processing Error


Group
Reason Code 80 Incorrect Transaction Amount or Account Number
15 November 2008 **VISA PUBLIC** Visa International Operating Regulations, Volume II—Dispute Resolution Rules

Chargeback Condition 1 (continued)


Transaction amount is incorrect or addition or transposition error occurred.

Chargeback Representment Representment


Member Message Text and Conditions Member Message Text and
Supporting Documentation Supporting Documentation

Member Message Text: 1. Credit or Reversal was processed. Member Message Text:
1. TRAN AMT XXXX NOT XXXX Either that applies:
2. ERROR IN AMOUNT 1. CRED MMDDYY ARN X...X
Documentation: (23 or 24 digits)
None required. 2. REVERSAL MMDDYY
Documentation:
None required.

2. Issuer did not meet the applicable Member Message Text:


Chargeback conditions. X...X (Specify the reason)
Documentation:
None required.

3. Acquirer can remedy the Chargeback. Member Message Text:


None required.
Documentation:
Both:
1. Exhibit 2E-4 Acquirer
2. Transaction Receipt or other record to
prove that Transaction Amount was
correct
15 November 2008 **VISA PUBLIC** Visa International Operating Regulations, Volume II—Dispute Resolution Rules

Chargeback Condition 2
Merchant altered the Transaction amount after the Transaction was completed without the consent of the Cardholder.

Chargeback Rights and Limitations Representment Rights and Limitations

1. Chargeback amount is limited to the difference in the amounts. None.


2. Chargeback is invalid if Merchant has the right to alter the
Transaction Receipt.
3. Chargeback is invalid for a No-Show or Advance Deposit
Transaction completed in a Card-Absent Environment.
4. Chargeback is invalid for Chip-initiated Transactions containing
a valid Cryptogram (for qualifying Transactions and effective
dates, refer to Additional Information).1

1. A variance to this requirement applies in the jurisdictions of the Latin America and Caribbean and U.S.A. Regions, to exclude Transactions involving
Issuers and Acquirers from those Visa Regions.

Dispute Processing Error


Group
Reason Code 80 Incorrect Transaction Amount or Account Number
4
135

Group 4—Reason Code 80


Group 4—Reason Code 80
136

Dispute Processing Error


Group
Reason Code 80 Incorrect Transaction Amount or Account Number
15 November 2008 **VISA PUBLIC** Visa International Operating Regulations, Volume II—Dispute Resolution Rules

Chargeback Condition 2 (continued)


Merchant altered the Transaction amount after the Transaction was completed without the consent of the Cardholder.

Chargeback Representment Representment


Member Message Text and Conditions Member Message Text and
Supporting Documentation Supporting Documentation

Member Message Text: 1. Credit or Reversal was processed. Member Message Text:
ALTERED FROM XXXX AMT TO Either that applies:
XXXX AMT 1. CRED MMDDYY ARN X...X
Documentation: (23 or 24 digits)
Both: 2. REVERSAL MMDDYY
1. Exhibit 2E-4 Issuer Documentation:
2. Copy of the Cardholder’s Transaction None required.
Receipt showing different Transaction
amounts 2. Issuer did not meet the applicable Member Message Text:
Chargeback conditions. X...X (Specify the reason)
Documentation:
None required.
15 November 2008 **VISA PUBLIC** Visa International Operating Regulations, Volume II—Dispute Resolution Rules

Chargeback Condition 2 (continued)


Merchant altered the Transaction amount after the Transaction was completed without the consent of the Cardholder.

Chargeback Representment Representment


Member Message Text and Conditions Member Message Text and
Supporting Documentation Supporting Documentation

3. Acquirer can remedy the Chargeback. Member Message Text:


None required.
Documentation:
Both:
1. Exhibit 2E-4 Acquirer
2. Documents to prove one of the
following:
a. Transaction Receipt was not altered
b. Cardholder agreed to the altered
amount
c. Merchant is permitted or required to
alter the Transaction amount

Dispute Processing Error


Group
Reason Code 80 Incorrect Transaction Amount or Account Number
4
137

Group 4—Reason Code 80


Group 4—Reason Code 80
138

Dispute Processing Error


Group
Reason Code 80 Incorrect Transaction Amount or Account Number
15 November 2008 **VISA PUBLIC** Visa International Operating Regulations, Volume II—Dispute Resolution Rules

Chargeback Condition 3
Account Number processed through VisaNet does not match the Account Number on the Transaction Receipt.

Chargeback Rights and Limitations Representment Rights and Limitations

1. Chargeback is invalid for Chip-initiated Transactions containing If the Account Number was incorrectly transmitted, Acquirer must
a valid Cryptogram (for qualifying Transactions and effective process the Transaction as a new Presentment. Acquirer may be
dates, refer to Additional Information).1 responsible for a Late Presentment Chargeback.

1. A variance to this requirement applies in the jurisdictions of the Latin America and Caribbean and U.S.A. Regions, to exclude Transactions involving
Issuers and Acquirers from those Visa Regions.
15 November 2008 **VISA PUBLIC** Visa International Operating Regulations, Volume II—Dispute Resolution Rules

Chargeback Condition 3 (continued)


Account Number processed through VisaNet does not match the Account Number on the Transaction Receipt.

Chargeback Representment Representment


Member Message Text and Conditions Member Message Text and
Supporting Documentation Supporting Documentation

Member Message Text: 1. Credit or Reversal was processed. Member Message Text:
INCORRECT ACCT NUMBER Either that applies:
Documentation: 1. CRED MMDDYY ARN X...X
None required. (23 or 24 digits)
2. REVERSAL MMDDYY
Documentation:
None required.

2. Issuer did not meet the applicable Member Message Text:


Chargeback conditions. X...X (Specify the reason)
Documentation:
None required.

3. Acquirer can remedy the Chargeback. Member Message Text:


None required.
Documentation:
Both:
1. Exhibit 2E-4 Acquirer
2. Transaction Receipt or other record to
prove that the Account Number is
correct

Dispute Processing Error


Group
Reason Code 80 Incorrect Transaction Amount or Account Number
4
139

Group 4—Reason Code 80


Group 4—Reason Code 82
140

Dispute Processing Error


Group
Reason Code 82 Duplicate Processing
15 November 2008 **VISA PUBLIC** Visa International Operating Regulations, Volume II—Dispute Resolution Rules

A single Transaction was processed more than once.

Condition Description Page

1 One Acquirer or Originating Member processed the Transaction more than once. 141

2 Two Acquirers or Originating Members processed the same Transaction. 144

Additional Information
The EMV Liability Shift Principles, as specified in Volume I—General Rules, Section 3.3.B and Volume I—General Rules, Section 4.3, apply
to all Intraregional Transactions in the jurisdiction of the CEMEA Regional Office. This includes Transactions occurring at both POS and ATM
devices.
The EMV Liability Shift Principles, as specified in Volume I—General Rules, Section 3.3.B and Volume I—General Rules, Section 4.3, apply
to all Interregional Transactions occurring at POS devices, between the jurisdiction of the CEMEA Regional Office and Visa Europe.
Effective 1 July 2008, the EMV Liability Shift Principles, as specified in Volume I—General Rules, Section 3.3.B and Volume I—General
Rules, Section 4.3, apply to all Interregional Transactions between the jurisdiction of the CEMEA Regional Office and Visa Europe. This
includes Transactions occurring at both POS and ATM devices.
Effective 1 October 2010, the EMV Liability Shift Principles, as specified in Volume I—General Rules, Section 3.3.B and Volume I—General
Rules, Section 4.3, apply to all Interregional Transactions.
15 November 2008 **VISA PUBLIC** Visa International Operating Regulations, Volume II—Dispute Resolution Rules

Chargeback Condition 1
One Acquirer or Originating Member processed the Transaction more than once.

Chargeback Rights and Limitations Representment Rights and Limitations

1. Chargeback is invalid for a Magnetic-Stripe Telephone None.


Transaction for an individual call charge, if the following
information is not identical to a previously submitted
Transaction:
a. Date of call
b. Number of minutes of the call
c. Telephone number called
d. Transaction amount in the Transaction Currency
2. Chargeback is invalid for Chip-initiated Transactions with
differing application Transaction counter values (for qualifying
Transactions and effective dates, refer to Additional
Information).1

Additional Information
1. For a dispute involving an ATM Transaction, the Issuer must make a pre-Arbitration attempt prior to filing for Arbitration if the ATM
Transaction Record is required.
2. The Issuer must certify in the pre-Arbitration attempt that the ATM Transaction Record is required by the Cardholder or for legal or
insurance purposes.
3. The ATM Acquirer must provide a copy of the ATM Transaction Record at pre-Arbitration to prove that cash was disbursed for each
Transaction. The Transaction Record must be in English with an explanation or key to the data fields in the Transaction Record.
4. For Representment, if 2 separate signed or imprinted Transaction Receipts are not provided, evidence should be proof that the
Transactions were not for the same service or merchandise.
5. Transaction amounts may be different.

1. A variance to this requirement applies in the jurisdictions of the Latin America and Caribbean and U.S.A. Regions, to exclude Transactions involving
Issuers and Acquirers from those Visa Regions.

Dispute Processing Error


Group
Reason Code 82 Duplicate Processing
4
141

Group 4—Reason Code 82


Group 4—Reason Code 82
142

Dispute Processing Error


Group
Reason Code 82 Duplicate Processing
15 November 2008 **VISA PUBLIC** Visa International Operating Regulations, Volume II—Dispute Resolution Rules

Chargeback Condition 1 (continued)


One Acquirer or Originating Member processed the Transaction more than once.

Chargeback Representment Representment


Member Message Text and Conditions Member Message Text and
Supporting Documentation Supporting Documentation

Member Message Text: 1. Credit or Reversal was processed. Member Message Text:
FIRST TRAN DATE MMDDYY, REF X...X Either that applies:
(23- or 24-digit Acquirer Reference Number 1. CRED MMDDYY ARN X...X
or applicable Tracing Data) (23 or 24 digits)
Documentation: 2. REVERSAL MMDDYY
None required. Documentation:
None required.

2. Issuer did not meet the applicable Member Message Text:


Chargeback conditions. X...X (Specify the reason)
Documentation:
None required.
15 November 2008 **VISA PUBLIC** Visa International Operating Regulations, Volume II—Dispute Resolution Rules

Chargeback Condition 1 (continued)


One Acquirer or Originating Member processed the Transaction more than once.

Chargeback Representment Representment


Member Message Text and Conditions Member Message Text and
Supporting Documentation Supporting Documentation

3. Acquirer can remedy the Chargeback. Member Message Text:


For an ATM Transaction processed more
than once, either that applies:
1. CASH DISPNS SEQ #XXXXX AND
SEQ #XXXXX
2. ACQR CERTS ATM IN BALANCE ON
MMDDYY
Documentation:
For an ATM Transaction, none required.
For all other Transactions, both:
1. Exhibit 2E-4 Acquirer
2. Either:
a. Submit 2 separate signed or
imprinted Transaction Receipts or
other record to prove separate
Transactions were processed
b. For a Magnetic-Stripe Telephone
Transaction, documentation to
demonstrate that the time of the call
is different for each Transaction

Dispute Processing Error


Group
Reason Code 82 Duplicate Processing
4
143

Group 4—Reason Code 82


Group 4—Reason Code 82
144

Dispute Processing Error


Group
Reason Code 82 Duplicate Processing
15 November 2008 **VISA PUBLIC** Visa International Operating Regulations, Volume II—Dispute Resolution Rules

Chargeback Condition 2
Two Acquirers or Originating Members processed the same Transaction.

Chargeback Rights and Limitations Representment Rights and Limitations

1. If the Transaction was processed by different Acquirers or None.


Originating Members, the Acquirer or Originating Member that
processed the second Transaction is responsible for the
Chargeback.

Additional Information
1. For a dispute involving an ATM Transaction, the Issuer must make a pre-Arbitration attempt prior to filing for Arbitration if the ATM
Transaction Record is required.
2. The Issuer must certify in the pre-Arbitration attempt that the ATM Transaction Record is required by the Cardholder or for legal or
insurance purposes.
3. The ATM Acquirer must provide a copy of the ATM Transaction Record at pre-Arbitration to prove that cash was disbursed for the
Transaction. The Transaction Record must be in English with an explanation or key to the data fields in the Transaction Record.
15 November 2008 **VISA PUBLIC** Visa International Operating Regulations, Volume II—Dispute Resolution Rules

Chargeback Condition 2 (continued)


Two Acquirers or Originating Members processed the same Transaction.

Chargeback Representment Representment


Member Message Text and Conditions Member Message Text and
Supporting Documentation Supporting Documentation

Member Message Text: 1. Credit or Reversal was processed. Member Message Text:
FIRST TRAN DATE MMDDYY, REF X...X Either that applies:
(23- or 24-digit Acquirer Reference Number 1. CRED MMDDYY ARN X...X
or applicable Tracing Data) (23 or 24 digits)
Documentation: 2. REVERSAL MMDDYY
None required. Documentation:
None required.

2. Issuer did not meet the applicable Member Message Text:


Chargeback conditions. 1. X...X (Specify the reason)
2. DIFF APPL TRXN COUNTERS
Documentation:
None required.

3. Acquirer or Originating Member can Member Message Text:


remedy the Chargeback. For an ATM Transaction, either that applies:
1. CASH DISPNS SEQ #XXXXX and SEQ
#XXXXX
2. ACQR CERTS ATM IN BALANCE ON
MMDDYY
Documentation:
For an ATM Transaction, none required.
For all other Transactions, both:
1. Exhibit 2E-4 Acquirer
2. Transaction Receipt or other record to
prove separate Transactions were
processed

Dispute Processing Error


Group
Reason Code 82 Duplicate Processing
4
145

Group 4—Reason Code 82


Group 4—Reason Code 86
146

Dispute Processing Error


Group
Reason Code 86 Paid by Other Means
15 November 2008 **VISA PUBLIC** Visa International Operating Regulations, Volume II—Dispute Resolution Rules

Merchandise or service was received but paid by other means.

Chargeback Condition 1
Cardholder paid for the same merchandise or service by other means.

Chargeback Rights and Limitations Representment Rights and Limitations

1. For services paid by other means: None.


a. Cardholder must attempt to resolve with Merchant
b. Chargeback is invalid for a No-Show or Advance Deposit
Transaction
2. For an Electronic Commerce Transaction where merchandise
paid by other means, Cardholder must attempt to resolve with
Merchant, unless prohibited by local law.
3. Chargeback invalid for the initial payment of a Delayed Delivery
Transaction if the balance payment is not authorized and the
balance was not paid by alternate means.
4. Chargeback invalid if payment for services made to 2 different
Merchants, e.g., payment to travel agent and T&E Merchant,
unless there is evidence that the payment was passed from the
travel agent to the T&E Merchant.
5. Chargeback is valid when the contract reflects that the Merchant
accepted a voucher issued by a third party as payment for goods
or services rendered, and subsequently bills the Cardholder
because the Merchant is unable to collect payment from the third
party.
15 November 2008 **VISA PUBLIC** Visa International Operating Regulations, Volume II—Dispute Resolution Rules

Chargeback Condition 1 (continued)


Cardholder paid for the same merchandise or service by other means.

Chargeback Representment Representment


Member Message Text and Conditions Member Message Text and
Supporting Documentation Supporting Documentation

Member Message Text: 1. Credit or Reversal was processed. Member Message Text:
None required. Either that applies:
Documentation: 1. CRED MMDDYY ARN X...X
All of the following: (23 or 24 digits)
1. Exhibit 2E-4 Issuer 2. REVERSAL MMDDYY
2. Proof that Merchant received payment Documentation:
by other means None required.
3. Issuer certification that Cardholder
attempted to resolve with Merchant for 2. Issuer did not meet the applicable Member Message Text:
either: Chargeback conditions. X...X (Specify the reason)
a. Services paid by other means Documentation:
b. Electronic Commerce Transaction None required.
where merchandise paid by other
means

Dispute Processing Error


Group
Reason Code 86 Paid by Other Means
4
147

Group 4—Reason Code 86


Group 4—Reason Code 86
148

Dispute Processing Error


Group
Reason Code 86 Paid by Other Means
15 November 2008 **VISA PUBLIC** Visa International Operating Regulations, Volume II—Dispute Resolution Rules

Chargeback Condition 1 (continued)


Cardholder paid for the same merchandise or service by other means.

Chargeback Representment Representment


Member Message Text and Conditions Member Message Text and
Supporting Documentation Supporting Documentation

3. Acquirer can remedy the Chargeback. Member Message Text:


None required.
Documentation:
Both:
1. Exhibit 2E-4 Acquirer
2. Documents (other than Transaction
Receipt) to prove that Merchant did not
receive payment by other means for the
same merchandise or service
15 November 2008 **VISA PUBLIC** Visa International Operating Regulations, Volume II—Dispute Resolution Rules

THIS PAGE INTENTIONALLY LEFT BLANK.

Dispute Processing Error


Group
Reason Code 86 Paid by Other Means
4
149

Group 4—Reason Code 86


Group 4—Reason Code 96
150

Dispute Processing Error


Group
Reason Code 96 Transaction Exceeds Limited Amount
15 November 2008 **VISA PUBLIC** Visa International Operating Regulations, Volume II—Dispute Resolution Rules

An Unattended Acceptance Terminal that performs Cardholder-Activated Transaction Type A or Cardholder-Activated


Transaction Type B exceeded the allowed amount.

Chargeback Condition 1
A Cardholder-Activated Transaction Type A or Cardholder-Activated Transaction Type B exceeds the permitted amount.

Chargeback Rights and Limitations Representment Rights and Limitations

2. Effective for Transactions completed on or after None.


15 November 2008, either of the following1:
• For a Cardholder-Activated Transaction Type A, Chargeback
is valid for the entire transaction amount
• For a Cardholder-Activated Transaction Type B, Chargeback
is valid only for the amount exceeding $100
4. Effective for Transactions completed on or after
4 October 2008, for a Real-Time Clearing Transaction,
Chargeback is valid only for the amount exceeding the
authorized amount.2
5. Effective for Transactions completed on or after
15 November 2008, either of the following:
a. For a Cardholder-Activated Transaction Type A, Chargeback
is valid for the entire transaction amount.
b. For a Cardholder-Activated Transaction Type B, Chargeback
is valid only for the amount exceeding $100, excluding a
Real-Time Clearing Transaction.
6. Chargeback is invalid for an In-Transit Service Transaction.

1. For transactions involving Issuers or Acquirers in the jurisdiction of Visa Europe, Chargeback is valid for the entire transaction amount.
2. Provisions related to Real-time Clearing are not applicable to transactions involving Issuers or Acquirers in the jurisdiction of Visa Europe.
15 November 2008 **VISA PUBLIC** Visa International Operating Regulations, Volume II—Dispute Resolution Rules

Chargeback Condition 1 (continued)


A Cardholder-Activated Transaction Type A or Cardholder-Activated Transaction Type B exceeds the permitted amount.

Chargeback Representment Representment


Member Message Text and Conditions Member Message Text and
Supporting Documentation Supporting Documentation

Member Message Text: 1. Credit or Reversal was processed. Member Message Text:
None required. Either that applies:
Documentation: 1. CRED MMDDYY ARN X...X
None required. (23 or 24 digits)
2. REVERSAL MMDDYY
Documentation:
None required.

2. Issuer did not meet the applicable Member Message Text:


Chargeback conditions. X...X (Specify the reason)
Documentation:
None required.

3. Acquirer can remedy the Chargeback. Member Message Text:


None required.
Documentation:
Both:
1. Exhibit 2E-4 Acquirer
2. Documents to prove either:
a. Transaction was not a Cardholder-
Activated Transaction Type A or
Cardholder-Activated Transaction
Type B
b. Transaction did not exceed limited
amount

Dispute Processing Error


Group
Reason Code 96 Transaction Exceeds Limited Amount
4
151

Group 4—Reason Code 96


Group 5—Cancelled/Returned
152

Dispute
Cancelled/Returned
Group A Cardholder properly cancelled a Recurring Transaction or returned merchandise and the Merchant did not
process a Credit Transaction Receipt, or a cancelled T&E or Timeshare Transaction was processed, or an
15 November 2008 **VISA PUBLIC** Visa International Operating Regulations, Volume II—Dispute Resolution Rules

5
Originating Member sent an Original Credit that was refused by the Recipient or is prohibited by local law.

41 Cancelled Recurring Transaction

The Merchant continued to charge a Cardholder for a Recurring Transaction despite notification of cancellation.

53 Not as Described or Defective Merchandise

The Cardholder received damaged or defective merchandise, or the merchandise or service did not match what was described on
the Transaction Receipt or other documentation presented at the time of purchase.

85 Credit Not Processed

A Merchant did not process a Credit Transaction Receipt as required, or an Originating Member sent an Original Credit that was
refused by the Recipient or is prohibited by local law.
15 November 2008 **VISA PUBLIC** Visa International Operating Regulations, Volume II—Dispute Resolution Rules

GENERAL REQUIREMENTS FOR DISPUTE GROUP 5—CANCELLED/RETURNED

Chargeback Time Frame


The Chargeback time limit is 120 calendar days from the Transaction Processing Date or the applicable dates specified in each
Chargeback reason code. For an Original Credit, the Chargeback time limit is 120 calendar days from the Central Processing Date of
an Original Credit.

Representment Time Frame


The Representment time limit is 45 calendar days from the Chargeback Processing Date.

General Chargeback Rights and Limitations


For a T&E Transaction charged back under reason code 85, the Issuer must provide a cancellation code.
For other rights and limitations, refer to individual reason codes.

General Representment Rights and Limitations


Refer to individual reason codes.

Additional Information
1. At its option, a Member may provide any additional documentation or information to support the Chargeback or Representment.
2. If documentation is sent to the opposing Member, Dispute Resolution Form (Exhibit 2E-5) must also be provided.
3. If the Member Message Text is all that is required to support a Chargeback or Representment, use of Dispute Resolution Form
(Exhibit 2E-5) is optional.

Dispute
Cancelled/Returned
Group A Cardholder properly cancelled a Recurring Transaction or returned merchandise and the Merchant did not
5 process a Credit Transaction Receipt, or a cancelled T&E or Timeshare Transaction was processed, or an
Originating Member sent an Original Credit that was refused by the Recipient or is prohibited by local law.
153

Group 5—Cancelled/Returned
Group 5—Reason Code 41
154

Dispute Cancelled/Returned
Group
Reason Code 41 Cancelled Recurring Transaction
15 November 2008 **VISA PUBLIC** Visa International Operating Regulations, Volume II—Dispute Resolution Rules

The Merchant continued to charge a Cardholder for a Recurring Transaction despite notification of cancellation.

Condition Description Page

1 Cardholder withdrew permission to charge the account for a Recurring Transaction. 155

2 Acquirer or Merchant received notification that the Cardholder’s account was closed before the Transaction was processed. 157

3 An initial membership Transaction was previously charged back and the Cardholder did not expressly renew the 159
membership.
15 November 2008 **VISA PUBLIC** Visa International Operating Regulations, Volume II—Dispute Resolution Rules

Chargeback Condition 1
Cardholder withdrew permission to charge the account for a Recurring Transaction.

Chargeback Rights and Limitations Representment Rights and Limitations

1. Chargeback is invalid if Cardholder did not withdraw permission None.


to charge the account 15 calendar days prior to the Processing
Date of the disputed Transaction.
2. Chargeback amount is limited to the unused portion of the
service or merchandise.
3. Prior to exercising the Chargeback for an Electronic Commerce
Transaction, the Issuer must determine and certify that the
Cardholder attempted to resolve the dispute with the Merchant.
(Not applicable if prohibited by local law.)
4. Chargeback minimum for a T&E Transaction is US $25 or
equivalent.
5. Chargeback is invalid for Installment Transactions.

Additional Information
Visa recommends that the Issuer supply a copy of the cancellation notice to the Merchant.

Dispute Cancelled/Returned
Group
Reason Code 41 Cancelled Recurring Transaction
5
155

Group 5—Reason Code 41


Group 5—Reason Code 41
156

Dispute Cancelled/Returned
Group
Reason Code 41 Cancelled Recurring Transaction
15 November 2008 **VISA PUBLIC** Visa International Operating Regulations, Volume II—Dispute Resolution Rules

Chargeback Condition 1 (continued)


Cardholder withdrew permission to charge the account for a Recurring Transaction.

Chargeback Representment Representment


Member Message Text and Conditions Member Message Text and
Supporting Documentation Supporting Documentation

Member Message Text: 1. Credit or Reversal was processed. Member Message Text:
1. CH CANCELLED MMDDYY Either that applies:
2. CH ATTEMPT TO RESOLVE (for 1. CRED MMDDYY ARN X...X
Electronic Commerce Transactions) (23 or 24 digits)
Documentation: 2. REVERSAL MMDDYY
None required. Documentation:
None required.

2. Issuer did not meet the applicable Member Message Text:


Chargeback conditions. X...X (Specify the reason)
Documentation:
None required.

3. Acquirer can remedy the Chargeback. Member Message Text:


None required.
Documentation:
Both:
1. Exhibit 2E-5 Acquirer and
documentation to prove that service was
not cancelled 15 calendar days prior to
the Transaction Processing Date
2. For Representments initiated through
14 November 2008, documentation
showing portion or amount of services or
merchandise used, if applicable
15 November 2008 **VISA PUBLIC** Visa International Operating Regulations, Volume II—Dispute Resolution Rules

Chargeback Condition 2
Acquirer or Merchant received notification that the Cardholder’s account was closed before the Transaction was processed.

Chargeback Rights and Limitations Representment Rights and Limitations

1. Chargeback amount is limited to the unused portion of the None.


service.
2. Prior to exercising the Chargeback for an Electronic Commerce
Transaction, the Issuer must determine and certify that the
Cardholder attempted to resolve the dispute with the Merchant.
(Not applicable if prohibited by local law.)
3. Chargeback minimum for a T&E Transaction is US $25 or
equivalent.

Additional Information
Visa recommends that the Issuer supply copy of cancellation notice to the Acquirer or Merchant.

Dispute Cancelled/Returned
Group
Reason Code 41 Cancelled Recurring Transaction
5
157

Group 5—Reason Code 41


Group 5—Reason Code 41
158

Dispute Cancelled/Returned
Group
Reason Code 41 Cancelled Recurring Transaction
15 November 2008 **VISA PUBLIC** Visa International Operating Regulations, Volume II—Dispute Resolution Rules

Chargeback Condition 2 (continued)


Acquirer or Merchant received notification that the Cardholder’s account was closed before the Transaction was processed.

Chargeback Representment Representment


Member Message Text and Conditions Member Message Text and
Supporting Documentation Supporting Documentation

Member Message Text: 1. Credit or Reversal was processed. Member Message Text:
1. NOTIFICATION ACCT CLOSED Either that applies:
MMDDYY 1. CRED MMDDYY ARN X...X
2. CH ATTEMPT TO RESOLVE (for (23 or 24 digits)
Electronic Commerce Transactions) 2. REVERSAL MMDDYY
Documentation: Documentation:
None required. None required.

2. Issuer did not meet the applicable Member Message Text:


Chargeback conditions. X...X (Specify the reason)
Documentation:
None required.

3. Acquirer can remedy the Chargeback. Member Message Text:


None required.
Documentation:
Both:
1. Exhibit 2E-5 Acquirer
2. Documents to prove Acquirer or
Merchant not notified that account was
closed
15 November 2008 **VISA PUBLIC** Visa International Operating Regulations, Volume II—Dispute Resolution Rules

Chargeback Condition 3
An initial membership Transaction was previously charged back and the Cardholder did not expressly renew the membership.

Chargeback Rights and Limitations Representment Rights and Limitations

1. Cancellation of a membership Transaction purchased via the None.


mail, telephone, or electronic commerce may occur before or
during the membership period.

Dispute Cancelled/Returned
Group
Reason Code 41 Cancelled Recurring Transaction
5
159

Group 5—Reason Code 41


Group 5—Reason Code 41
160

Dispute Cancelled/Returned
Group
Reason Code 41 Cancelled Recurring Transaction
15 November 2008 **VISA PUBLIC** Visa International Operating Regulations, Volume II—Dispute Resolution Rules

Chargeback Condition 3 (continued)


An initial membership Transaction was previously charged back and the Cardholder did not expressly renew the membership.

Chargeback Representment Representment


Member Message Text and Conditions Member Message Text and
Supporting Documentation Supporting Documentation

Member Message Text: 1. Credit or Reversal was processed. Member Message Text:
1. PREVIOUS CB MMDDYY ARN X...X Either that applies:
(23 or 24 digits) 1. CRED MMDDYY ARN X...X
2. CH ATTEMPT TO RESOLVE (for (23 or 24 digits)
Electronic Commerce Transactions) 2. REVERSAL MMDDYY
Documentation: Documentation:
None required. None required.

2. Issuer did not meet the applicable Member Message Text:


Chargeback conditions. X...X (Specify the reason)
Documentation:
None required.

3. Acquirer can remedy the Chargeback. Member Message Text:


None required.
Documentation:
Both:
1. Exhibit 2E-5 Acquirer
2. Documents to prove Transaction was
not previously charged back
15 November 2008 **VISA PUBLIC** Visa International Operating Regulations, Volume II—Dispute Resolution Rules

THIS PAGE INTENTIONALLY LEFT BLANK.

Dispute Cancelled/Returned
Group
Reason Code 41 Cancelled Recurring Transaction
5
161

Group 5—Reason Code 41


Group 5—Reason Code 53
162

Dispute Cancelled/Returned
Group
Reason Code 53 Not as Described or Defective Merchandise
15 November 2008 **VISA PUBLIC** Visa International Operating Regulations, Volume II—Dispute Resolution Rules

The Cardholder received damaged or defective merchandise, or the merchandise or service did not match what was
described on the Transaction Receipt or other documentation presented at the time of purchase.

Condition Description Page

1 Cardholder returned merchandise or cancelled services that did not match what was described on the Transaction Receipt 163
or other documentation presented at the time of purchase.

2 Merchandise shipped to Cardholder was received damaged or defective, and Cardholder returned the merchandise to the 166
Merchant.
15 November 2008 **VISA PUBLIC** Visa International Operating Regulations, Volume II—Dispute Resolution Rules

Chargeback Condition 1
Cardholder returned merchandise or cancelled services that did not match what was described on the Transaction Receipt or other
documentation presented at the time of purchase.

Chargeback Rights and Limitations Representment Rights and Limitations

1. Chargeback amount is limited to the unused portion of the service None.


or returned merchandise.
2. Issuer must wait 30 calendar days from the date the merchandise
was returned or the service was cancelled, prior to exercising the
Chargeback.1
3. For merchandise or services provided after the Transaction
Processing Date, Chargeback time frame is calculated from the
date the Cardholder received the merchandise or services.
4. For a T&E Transaction, Chargeback applies only to merchandise.
5. Chargeback amount must not exceed original Transaction amount.
6. Prior to exercising the Chargeback for an Electronic Commerce
Transaction, the Issuer must determine and certify that the
Cardholder attempted to resolve the dispute with the Merchant.
(Not applicable if prohibited by local law.)
7. An Issuer must not initiate a Chargeback for disputes regarding
Value-Added Tax (VAT).
8. Chargeback minimum for a T&E Transaction is US $25 or
equivalent.
9. Chargeback is valid if returned merchandise is refused by the
Merchant and Issuer can provide evidence of refusal.

Additional Information
1. Visa recommends that the Issuer provide a copy of the Transaction Receipt or other documentation containing a written description of the
merchandise or services purchased.
2. Proof of shipping does not constitute proof of receipt.
3. Merchant is responsible for goods held within its own country’s customs agency.
4. The return of merchandise condition is met if the Merchant refuses to provide a return merchandise authorization or return address and the
Issuer can provide evidence of the this refusal.

1. Does not apply if waiting period causes Chargeback to exceed Chargeback time frame.

Dispute Cancelled/Returned
Group
Reason Code 53 Not as Described or Defective Merchandise
5
163

Group 5—Reason Code 53


Group 5—Reason Code 53
164

Dispute Cancelled/Returned
Group
Reason Code 53 Not as Described or Defective Merchandise
15 November 2008 **VISA PUBLIC** Visa International Operating Regulations, Volume II—Dispute Resolution Rules

Chargeback Condition 1 (continued)


Cardholder returned merchandise or cancelled services that did not match what was described on the Transaction Receipt or other
documentation presented at the time of purchase.

Chargeback Representment Representment


Member Message Text and Conditions Member Message Text and
Supporting Documentation Supporting Documentation

Member Message Text: 1. Credit or Reversal was processed. Member Message Text:
NOT AS DESCRIBED Either that applies:
1. CRED MMDDYY ARN X...X
(23 or 24 digits)
2. REVERSAL MMDDYY
Documentation:
None required.
15 November 2008 **VISA PUBLIC** Visa International Operating Regulations, Volume II—Dispute Resolution Rules

Chargeback Condition 1 (continued)


Cardholder returned merchandise or cancelled services that did not match what was described on the Transaction Receipt or other
documentation presented at the time of purchase.

Chargeback Representment Representment


Member Message Text and Conditions Member Message Text and
Supporting Documentation Supporting Documentation

Documentation: 2. Issuer did not meet the applicable Member Message Text:
1. Exhibit 2E-5 Issuer stating all of the Chargeback conditions. X...X (Specify the reason)
following, as applicable: Documentation:
a. Date merchandise was returned or None required.
service was cancelled
b. Name of shipping company 3. Acquirer can remedy the Chargeback. Member Message Text:
c. Invoice/tracking number (if RETURNED MDSE NOT RECEIVED (if
available) applicable)
d. Date Merchant received the Documentation:
merchandise Both:
e. Issuer certification that Cardholder 1. Exhibit 2E-5 Acquirer
attempted to resolve the dispute with 2. Documents to prove that the service or
the Merchant (for Electronic merchandise was correctly described
Commerce Transactions)
f. Explanation of what was not as
described
g. Date Cardholder received
merchandise or services, if
Chargeback time frame is calculated
from date of receipt
2. Proof that Merchant refused the return of
merchandise, refused to provide a
return merchandise authorization, or
informed the Cardholder not to return
the merchandise, if applicable

Dispute Cancelled/Returned
Group
Reason Code 53 Not as Described or Defective Merchandise
5
165

Group 5—Reason Code 53


Group 5—Reason Code 53
166

Dispute Cancelled/Returned
Group
Reason Code 53 Not as Described or Defective Merchandise
15 November 2008 **VISA PUBLIC** Visa International Operating Regulations, Volume II—Dispute Resolution Rules

Chargeback Condition 2
Effective through 14 November 2008, Merchandise shipped to Cardholder was received damaged or defective, and Cardholder returned
the merchandise to the Merchant.
Effective 15 November 2008, merchandise received by the Cardholder was damaged or defective, and Cardholder returned the merchandise
to the Merchant.

Chargeback Rights and Limitations Representment Rights and Limitations

1. Chargeback amount is limited to the value of the returned None.


merchandise.
2. Issuer must wait 30 calendar days from the date the
merchandise was returned prior to exercising the Chargeback.1
3. For merchandise provided after the Transaction Processing
Date, Chargeback time frame is calculated from the date the
Cardholder received the merchandise.
4. For a T&E Transaction, Chargeback applies only to
merchandise.
5. Chargeback amount must not exceed original Transaction
amount.
6. Prior to exercising the Chargeback for an Electronic Commerce
Transaction, the Issuer must determine and certify that the
Cardholder attempted to resolve the dispute with the Merchant.
(Not applicable if prohibited by local law.)
7. Chargeback minimum for a T&E Transaction is US $25 or
equivalent.
8. Chargeback is valid if returned merchandise is refused by the
Merchant and Issuer can provide evidence of refusal.

Additional Information
1. Proof of shipping does not constitute proof of receipt.
2. Merchant is responsible for goods held within its own country’s customs agency.
3. The return of merchandise condition is met if the Merchant refuses to provide a return merchandise authorization or return address and
the Issuer can provide evidence of the this refusal.

1. Does not apply if waiting period causes Chargeback to exceed Chargeback time frame.
15 November 2008 **VISA PUBLIC** Visa International Operating Regulations, Volume II—Dispute Resolution Rules

Chargeback Condition 2 (continued)


Merchandise shipped to Cardholder was received damaged or defective, and Cardholder returned the merchandise to the Merchant.

Chargeback Representment Representment


Member Message Text and Conditions Member Message Text and
Supporting Documentation Supporting Documentation

Member Message Text: 1. Credit or Reversal was processed. Member Message Text:
DEFECTIVE MERCHANDISE Either that applies:
Documentation: 1. CRED MMDDYY ARN X...X
1. Exhibit 2E-5 Issuer stating all of the (23 or 24 digits)
following, as applicable: 2. REVERSAL MMDDYY
a. Date merchandise was returned or Documentation:
service was cancelled None required.
b. Name of shipping company
c. Invoice/tracking number (if 2. Issuer did not meet the applicable Member Message Text:
available) Chargeback conditions. X...X (Specify the reason)
d. Date Merchant received the Documentation:
merchandise None required.
e. Issuer certification that Cardholder
attempted to resolve the dispute with 3. Acquirer can remedy the Chargeback. Member Message Text:
the Merchant (for Electronic RETURNED MDSE NOT RECEIVED (if
Commerce Transactions) applicable)
f. Explanation of what was defective Documentation:
g. Date Cardholder received Both:
merchandise or services, if 1. Exhibit 2E-5 Acquirer
Chargeback time frame is calculated 2. Documents to prove that the
from date of receipt merchandise was not defective
2. Proof that Merchant refused the return of
merchandise, refused to provide a
return merchandise authorization, or
informed the Cardholder not to return
the merchandise, if applicable

Dispute Cancelled/Returned
Group
Reason Code 53 Not as Described or Defective Merchandise
5
167

Group 5—Reason Code 53


Group 5—Reason Code 85
168

Dispute Cancelled/Returned
Group
Reason Code 85 Credit Not Processed
15 November 2008 **VISA PUBLIC** Visa International Operating Regulations, Volume II—Dispute Resolution Rules

A Merchant did not process a Credit Transaction Receipt as required.

Condition Description Page

1 Cardholder received a Credit Transaction Receipt that was not processed. 169

2 All of the following: 171


a. Cardholder returned merchandise, cancelled merchandise, or cancelled services
b. Merchant did not issue or process a Credit Transaction Receipt
c. Merchant did not properly disclose a limited return or cancellation policy at the time of the Transaction

3 All of the following: 174


a. Cardholder cancelled the timeshare Transaction
b. Cancellation was within 10 calendar days from the contract date
c. Merchant did not issue a Credit Transaction Receipt

4 All of the following: 176


a. Cardholder properly cancelled the guaranteed reservation
b. Cardholder was billed a No-Show Transaction
c. Cardholder provides cancellation code

5 For an Advance Deposit Transaction, one of the following: 178


a. Cardholder properly cancelled the Advance Deposit Transaction but Merchant did not issue a Credit Transaction
Receipt
b. Merchant provided alternate accommodation but did not issue a Credit Transaction Receipt
c. Merchant did not inform Cardholder of the Hotel or Cruise Line cancellation policy

6 An Original Credit was not accepted because either: 181


a. Recipient refused the Original Credit
b. Original Credit is prohibited by local law
15 November 2008 **VISA PUBLIC** Visa International Operating Regulations, Volume II—Dispute Resolution Rules

Chargeback Condition 1
Cardholder received a Credit Transaction Receipt that was not processed.

Chargeback Rights and Limitations Representment Rights and Limitations

1. Issuer must wait 30 calendar days from date on the Credit None.
Transaction Receipt before initiating a Chargeback.
2. If the Credit Transaction Receipt is undated, the 30-calendar day
waiting period does not apply.
3. Prior to exercising the Chargeback for an Electronic Commerce
Transaction, the Issuer must determine and certify that the
Cardholder attempted to resolve the dispute with the Merchant.
(Not applicable if prohibited by local law.)
4. Chargeback minimum for a T&E Transaction is US $25 or
equivalent.
5. Chargeback is valid if a “void” or “cancelled” notation appears on
the Transaction Receipt.

Additional Information
1. The 120 calendar-day Chargeback time limit is calculated from one of the following dates:
a. Date on the Credit Transaction Receipt
b. Date of the Cardholder letter, if Credit Transaction Receipt is undated
c. Date the Issuer received the Cardholder letter, if both the Credit Transaction Receipt and Cardholder letter are undated