Add card dispute evidence

When did the cardholder attempt to return the merchandise? Required when a return was attempted.

Did the cardholder cancel before the merchandise shipped? Required when the cardholder canceled merchandise that was received.

When did the cardholder cancel? Required when the cardholder canceled timeshare or other services, canceled merchandise that was not received, or canceled merchandise before it shipped, and for properly_canceled and attempted_cancellation_within_24_hours guaranteed reservations.

How and why did the cardholder cancel? Required when the cardholder canceled timeshare or other services, canceled merchandise that was not received, or canceled merchandise before it shipped.

Was a cancellation policy provided? Required for merchandise that was not received or was canceled before it shipped, for guaranteed_reservation services, and for timeshare services canceled more than 14 days after timeshare_date.

Did the cardholder attempt to resolve the dispute with the merchant? Required.

Did the cardholder attempt to return the merchandise? Required when the merchandise was not returned.

Did the cardholder cancel? Required for merchandise that was not received and for timeshare and other services, optional for merchandise that was received, and not used for guaranteed_reservation services. Must be true for other services.

Did the cardholder receive the merchandise? Required for merchandise.

Did the cardholder return the merchandise? Required when cardholder_received_merchandise is true.

What does the cardholder certify about the guaranteed reservation? Required for guaranteed_reservation services. Possible values: properly_canceled, attempted_cancellation_within_24_hours, no_show_billed_for_more_than_one_day

What is the current disposition of the merchandise? Required when a return was attempted.

Was the canceled purchase merchandise or services? Required. Possible values: merchandise, services

Did the merchant accept the cancellation? Required when the cardholder canceled timeshare or other services, or canceled merchandise before it shipped, no more than 15 days before submission.

When did the merchant receive the returned merchandise? Required when the merchandise was returned.

Why did the merchant not provide or accept a merchandise return? Required when a return was attempted. Must be refused_return_authorization, refused_accept_returned_merchandise or advised_not_to_return. Possible values: refused_return_authorization, refused_accept_returned_merchandise, advised_not_to_return, no_longer_exists_or_not_responding, did_not_provide_clear_return_instructions

What did the cardholder purchase? Required for merchandise and for other services.

When did the cardholder receive the merchandise, or when did they expect to receive it? Required for merchandise.

Is an attempt to resolve the dispute with the merchant prohibited by local law or regulations? Required when cardholder_attempted_resolution is false. Must be true: Visa does not accept a dispute where the cardholder neither attempted resolution nor was prohibited from doing so.

How did the cardholder attempt to return the merchandise? Required when a return was attempted.

How was the merchandise returned? Required when the merchandise was returned. Possible values: face_to_face, fedex, dhl, ups, postal_service, other

How was the merchandise returned, when return_method is other? Required in that case.

What is the shipment's tracking number? Optional. Sent to the network only when return_method is fedex, dhl, ups, postal_service or other.

When did the cardholder return the merchandise? Required when the merchandise was returned.

When was the service provided, or when was it expected to be? Required for guaranteed_reservation and other services.

What type of service was canceled? Required for services. Possible values: timeshare, guaranteed_reservation, other

What is the date of the timeshare, or the date the contract or related documents were received? Required for timeshare services.

The date the issuer informed the merchant that the account was closed. Provide either this or cancellation_date, not both. When provided, cancellation_method, merchant_contact_methods and the merchant contact details are not required.

The date the cardholder canceled the recurring agreement with the merchant. Required unless account_closure_date is provided; the two cannot be combined.

How the cardholder canceled the recurring agreement with the merchant. Required when cancellation_date is provided.

The name of the app or website through which the cardholder reached the merchant. Required when merchant_contact_methods includes webform.

The email address the cardholder used to reach the merchant. Required when merchant_contact_methods includes email.

The channels the cardholder used to contact the merchant when canceling. At least one is required when cancellation_date is provided: Visa rejects a canceled-recurring-transaction dispute that asserts the cardholder contacted the merchant without naming a channel. Possible values: email, call_center, mail, sms, in_person, webform

The phone number the cardholder used to reach the merchant. Required when merchant_contact_methods includes call_center or sms.

The address at which the cardholder reached the merchant. Required when merchant_contact_methods includes mail or in_person.

How the cardholder determined the merchandise was counterfeit. Required.

The date the cardholder discovered the merchandise was counterfeit. Required.

Current disposition of the counterfeit merchandise. Required.

What the cardholder ordered. Required.

The date the cardholder canceled the service or returned the merchandise. Required when credit_voucher_dated is false.

The date the merchant issued the credit voucher or transaction receipt that was never processed. Required unless credit_voucher_dated is false, in which case it is ignored.

Is the credit voucher, transaction receipt or refund acknowledgement dated? Defaults to true when omitted.

Why was the credit issued late, and what are the details of the ongoing negotiations between the cardholder and the merchant? Required when credit_voucher_date (or canceled_or_returned_date for an undated voucher) is more than 113 days after the transaction was processed. Sent to the network only once that gap exceeds 120 days.

When did the cardholder attempt to return the merchandise? Required when a return was attempted.

Did the cardholder attempt to resolve the dispute with the merchant? Required.

Did the cardholder attempt to return the merchandise? Required when the merchandise was not returned.

When did the cardholder first notify the issuer of the dispute? Required when previous_negotiation_evidence is true.

Did the cardholder return the merchandise? Required.

What is the current disposition of the merchandise? Required when a return was attempted.

When did the merchant receive the returned merchandise? Required when the merchandise was returned.

Why did the merchant not provide or accept a merchandise return? Required when a return was attempted. Possible values: refused_return_authorization, refused_accept_returned_merchandise, advised_not_to_return, no_longer_exists_or_not_responding, did_not_provide_clear_return_instructions

What were the previous ongoing negotiations between the cardholder and the merchant? Required when previous_negotiation_evidence is true.

When did the negotiations begin? Required when previous_negotiation_evidence is true.

What did the cardholder order, and how was it damaged or defective? Required.

Is there evidence of previous ongoing negotiations between the cardholder and the merchant? Required when both received_date and the transaction's processing date are more than 113 days before submission.

When did the cardholder receive the merchandise? Required.

Is an attempt to resolve the dispute with the merchant prohibited by local law or regulations? Required when cardholder_attempted_resolution is false. Must be true: Visa does not accept a dispute where the cardholder neither attempted resolution nor was prohibited from doing so.

How did the cardholder attempt to return the merchandise? Required when a return was attempted.

How was the merchandise returned? Required when the merchandise was returned. Possible values: face_to_face, fedex, dhl, ups, postal_service, other

How was the merchandise returned, when return_method is other? Required in that case.

What is the shipment's tracking number? Optional. Sent to the network only when return_method is fedex, dhl, ups or postal_service.

When did the cardholder return the merchandise? Required when the merchandise was returned.

Does the issuer have evidence that the first merchant passed on the funds to the second merchant? Required when other_payment_proof is third_party_voucher. Visa blocks the dispute unless it does, so false is rejected.

What is the other transaction's acquirer reference number? Required when other_payment_proof is acquirer_reference_number. 23 or 24 digits.

Which card transaction is the other charge? Required when other_transaction_on_same_card or other_transaction_on_different_card is true. It must belong to this platform, be on the same card number as the disputed transaction when other_transaction_on_same_card is true and on a different card number otherwise, and carry a Visa transaction identifier.

What is the other transaction's Visa transaction identifier? Required when other_payment_proof is network_transaction_id. 15 digits, or 17 with a multiple clearing sequence number.

What proof of the payment by other means is available? Required when other_transaction_paid_by_other_means is true. Possible values: acquirer_reference_number, network_transaction_id, cash_receipt, cancelled_check, third_party_voucher, other_card_statement, other

Is the other transaction for the same merchant and on a different Visa card of the same cardholder? Required when other_transaction_on_same_card is false.

Are both transactions for the same merchant and on the same card? Required. A renewed or damaged-card replacement that keeps the card number is the same card.

Was the other transaction paid by other means? Required when the other transaction is on neither card. Visa blocks the dispute unless it was, so false is rejected.

The date the card was mailed to the cardholder. Required when fraud_type is card_not_received_as_issued.

The postal code the card was mailed to, at most 9 characters (for example 94107, or 941071234 for a ZIP+4 code). Required when fraud_type is card_not_received_as_issued.

The cardholder-reported fraud subtype. Required. acquirer_reported, merchant_misrepresentation and manipulation_of_account_holder are retired: they can appear on disputes created before they were retired, but are rejected when creating a dispute, checking eligibility, or adding reason details. Visa reserves acquirer_reported for acquirers, and a fraud dispute certifies that the cardholder denies authorizing or participating in the transaction, so file a scam the cardholder took part in under a consumer dispute reason instead. Possible values: lost, stolen, card_not_received_as_issued, fraudulent_application, counterfeit, miscellaneous_account_takeover, card_absent, acquirer_reported, incorrect_processing, account_or_credentials_takeover, merchant_misrepresentation, manipulation_of_account_holder

Whether the card is a PIN-preferring chip card. Only used when fraud_type is lost, stolen or card_not_received_as_issued, and treated as false for a card without a chip. When omitted, Visa assumes false.

Does the account number on the cardholder's receipt match the cardholder's account number or token? Required for incorrect-account-number disputes.

The amount shown on the cardholder's receipt, in the smallest unit of the dispute currency. This is the correct amount, as opposed to the amount actually charged. Required, and must leave the dispute amount no more than the transaction amount less this amount.

Is the dispute due to the difference between the price the merchant quoted and what it actually charged? Required when the transaction is with a travel and entertainment merchant (airline, car rental, lodging or passenger railway) and cardholder_receipt_amount differs from the transaction amount; otherwise stored but not sent to the network.

Does the issuer certify that the cardholder did not agree to dynamic currency conversion and did not make an active choice? Required when currency_error is dynamic_currency_conversion. Must be true: false would certify the cardholder agreed to the conversion the dispute claims they did not.

What currency should the transaction have been processed in? Required when currency_error is currency_difference. Must differ from the currency the merchant processed the transaction in.

What was wrong with the transaction currency? Required. Possible values: currency_difference, dynamic_currency_conversion

Which card transaction is the credit the merchant processed instead of a reversal or adjustment? Required when transaction_code_error is credit_instead_of_reversal. It must be a credit on the same card account as the disputed transaction and carry a Visa transaction identifier.

Why was the credit refund processed in error? Required when transaction_code_error is credit_instead_of_reversal.

How was the transaction code incorrect? Required. Possible values: credit_instead_of_reversal, credit_posted_as_debit, debit_posted_as_credit

Why would including valid data have caused the authorization request to be declined? Required.

The date the cardholder attempted to return the merchandise. Required when cardholder_attempted_return is true.

The date the cardholder canceled. Required when cardholder_canceled is true.

How did the cardholder cancel? Required when cardholder_canceled is true.

Whether the cardholder attempted to resolve the issue with the merchant. Required.

Did the cardholder attempt to return the merchandise? Required when delivered_late is true and cardholder_returned_merchandise is false.

Did the cardholder cancel before the expected receipt date? Defaults to false when omitted.

Did the cardholder return the merchandise? Required when delivered_late is true.

Does the dispute involve a Visa Commercial Card Virtual Account? Only applies to services. Defaults to false when omitted.

Was the merchandise delivered late? Only applies to merchandise. Defaults to false when omitted.

Was the merchandise delivered to the incorrect location? Only applies to merchandise. Defaults to false when omitted.

Why is the dispute being filed before the expected receipt date? Required while expected_receipt_date is in the future.

The date the cardholder expected to receive the merchandise or services. Required.

What was the address of the agreed location, or the details of the late delivery? Required when delivered_late or delivered_to_wrong_location is true.

Whether the cardholder did not receive merchandise or services. Required. Possible values: merchandise, services

Did the merchant cancel the merchandise or services? Defaults to false when omitted.

The date the merchant canceled the merchandise or services. Required when merchant_canceled is true.

Is the merchant insolvent or bankrupt? Defaults to false when omitted.

The date the merchant received the returned merchandise. Required when cardholder_returned_merchandise is true.

Was non-fiat currency or a non-fungible token not delivered to the destination wallet address the cardholder supplied at the time of the transaction? Only applies to services. Defaults to false when omitted.

What the cardholder purchased but did not receive. Required.

Is an attempt to resolve the dispute with the merchant prohibited by local law or regulations? Required when cardholder_attempted_resolution is false. Only true is accepted: the cardholder must attempt to resolve the dispute with the merchant unless local law prohibits it.

The date the cardholder returned the merchandise. Required when cardholder_returned_merchandise is true.

Is the purchase a third-party gift card without an expiration date, where the merchandise or services were not provided by the third party due to insolvency or bankruptcy? Defaults to false when omitted.

Did the virtual account holder suffer a financial loss? Required when commercial_virtual_account is true.

When did the cardholder attempt to return the merchandise? Required when a return was attempted.

When did the cardholder cancel the services? Required when the services were canceled.

How and why did the cardholder cancel the services? Required when the services were canceled.

Did the cardholder attempt to resolve the dispute with the merchant? Required for merchandise, and for services the cardholder canceled.

Did the cardholder attempt to return the merchandise? Required when the merchandise was not returned.

Did the cardholder cancel the services? Required for services.

When did the cardholder first notify the issuer of the dispute? Required when previous_negotiation_evidence is true.

Did the cardholder return the merchandise? Required for merchandise.

Was the disputed purchase merchandise or services? Required. Possible values: merchandise, services

When did the merchant receive the returned merchandise? Required when the merchandise was returned.

Why did the merchant not provide or accept a merchandise return? Required when a return was attempted. Must be refused_return_authorization, refused_accept_returned_merchandise or advised_not_to_return. Possible values: refused_return_authorization, refused_accept_returned_merchandise, advised_not_to_return, no_longer_exists_or_not_responding, did_not_provide_clear_return_instructions

How was the merchandise or service misrepresented? Required.

What were the previous ongoing negotiations between the cardholder and the merchant? Required when previous_negotiation_evidence is true.

When did the negotiations begin? Required when previous_negotiation_evidence is true.

What did the cardholder purchase? Required.

Is there evidence of previous ongoing negotiations between the cardholder and the merchant? Required when both received_date and the transaction's processing date are more than 113 days before submission.

When did the cardholder receive the merchandise or services? Required.

Is an attempt to resolve the dispute with the merchant prohibited by local law or regulations? Required when cardholder_attempted_resolution is false. Must be true: Visa does not accept a dispute where the cardholder neither attempted resolution nor was prohibited from doing so.

How did the cardholder attempt to return the merchandise? Optional.

How was the merchandise returned? Required when the merchandise was returned. Possible values: face_to_face, fedex, dhl, ups, postal_service, other

How was the merchandise returned, when return_method is other? Required in that case.

What is the shipment's tracking number? Optional. Sent to the network only when return_method is fedex, dhl, ups, postal_service or other.

When did the cardholder return the merchandise? Required when the merchandise was returned.

The account condition that should have caused the authorization to be declined. Required. Possible values: account_closed, credit_problem, fraud

Date the cardholder attempted to return the merchandise. Required when a return was attempted.

When did the cardholder cancel the services? Required when the services were canceled.

How and why did the cardholder cancel the services? Required when the services were canceled.

Whether the cardholder attempted to resolve the issue with the merchant. Required.

Whether the cardholder attempted to return the merchandise. Required when the merchandise was not returned.

Did the cardholder cancel the services? Required for services.

When did the cardholder first notify the issuer of the dispute? Required when previous_negotiation_evidence is true.

Whether the cardholder returned the merchandise. Required for merchandise; ignored for services.

Is the dispute about the quality of food received from an eating place or restaurant? Required for services purchased from a merchant with MCC 5812, 5813 or 5814.

Current disposition of the merchandise. Required when a return was attempted.

Whether the disputed purchase was merchandise or services. Required. Possible values: merchandise, services

Did the merchant accept the cancellation? Required when the services were canceled no more than 15 days before submission.

When did the merchant receive the returned merchandise? Required when the merchandise was returned.

Why the merchant did not provide or accept a merchandise return. Required when a return was attempted. Possible values: refused_return_authorization, refused_accept_returned_merchandise, advised_not_to_return, no_longer_exists_or_not_responding, did_not_provide_clear_return_instructions

What were the previous ongoing negotiations between the cardholder and the merchant? Required when previous_negotiation_evidence is true.

When did the negotiations begin? Required when previous_negotiation_evidence is true.

Was the purchase of non-fiat currency or non-fungible tokens (NFTs), and did what the cardholder received not match the description at the time of the transaction? Required for services.

What was ordered and how the received merchandise or services differed. Required.

Is there evidence of previous ongoing negotiations between the cardholder and the merchant? Required when both received_date and the transaction's processing date are more than 113 days before submission.

The date the cardholder received the merchandise or services. Required.

Is an attempt to resolve the dispute with the merchant prohibited by local law or regulations? Required when cardholder_attempted_resolution is false. Must be true: Visa does not accept a dispute where the cardholder neither attempted resolution nor was prohibited from doing so.

How the cardholder attempted to return the merchandise. Required when a return was attempted.

How was the merchandise returned? Required when the merchandise was returned. Possible values: face_to_face, fedex, dhl, ups, postal_service, other

How was the merchandise returned, when return_method is other? Required in that case.

What is the shipment's tracking number? Optional. Sent to the network only when return_method is fedex, dhl, ups or postal_service.

When did the cardholder return the merchandise? Required when the merchandise was returned.

What are the details of why the original credit was not accepted? Required.

Why was the original credit not accepted? Required. Possible values: recipient_refused, prohibited_by_local_law

Did the cardholder attempt to resolve the dispute with the merchant? Required.

Does the issuer have evidence that the first merchant passed on the funds to the second merchant? Required when other_payment_proof is third_party_voucher. Visa blocks the dispute unless it does, so false is rejected.

What is the other transaction's acquirer reference number? Required when other_payment_proof is acquirer_reference_number. 23 or 24 digits.

Which card transaction is the other payment? Required when other_transaction_on_same_card or other_transaction_on_different_card is true. It must belong to this platform, be on the same card number as the disputed transaction when other_transaction_on_same_card is true and on a different card number otherwise, and carry a Visa transaction identifier.

What is the other transaction's Visa transaction identifier? Required when other_payment_proof is network_transaction_id. 15 digits, or 17 with a multiple clearing sequence number.

What proof of the payment by other means is available? Required when other_transaction_paid_by_other_means is true. Possible values: acquirer_reference_number, network_transaction_id, cash_receipt, cancelled_check, third_party_voucher, other_card_statement, other

Is the other transaction for the same merchant and on a different Visa card of the same cardholder? Required when other_transaction_on_same_card is false.

Are both transactions for the same merchant and on the same card? Required. A renewed or damaged-card replacement that keeps the card number is the same card.

Was the other transaction paid by other means? Required when the other transaction is on neither card. Visa blocks the dispute unless it was, so false is rejected.

Is an attempt to resolve the dispute with the merchant prohibited by local law or regulations? Required when cardholder_attempted_resolution is false. Visa blocks the dispute unless it is, so false is rejected.

When did the cardholder attempt to return the merchandise? Required when a return was attempted.

When did the cardholder cancel the services? Required when the services were canceled.

How and why did the cardholder cancel the services? Required when the services were canceled.

Did the cardholder attempt to resolve the dispute with the merchant? Required.

Did the cardholder attempt to return the merchandise? Required when the merchandise was not returned.

Did the cardholder cancel the services? Required for services.

When did the cardholder first notify the issuer of the dispute? Required when previous_negotiation_evidence is true.

Did the cardholder pay to have the work redone? Required for services.

Did the cardholder return the merchandise? Required for merchandise; ignored for services.

Is the dispute about the quality of food received from an eating place or restaurant? Required for services purchased from a merchant with MCC 5812, 5813 or 5814.

What is the current disposition of the merchandise? Required when a return was attempted.

Was the disputed purchase merchandise or services? Required. Possible values: merchandise, services

Did the merchant accept the cancellation? Required when the services were canceled no more than 15 days before submission.

When did the merchant receive the returned merchandise? Required when the merchandise was returned.

Why did the merchant not provide or accept a merchandise return? Required when a return was attempted. Possible values: refused_return_authorization, refused_accept_returned_merchandise, advised_not_to_return, no_longer_exists_or_not_responding, did_not_provide_clear_return_instructions

What were the previous ongoing negotiations between the cardholder and the merchant? Required when previous_negotiation_evidence is true.

When did the negotiations begin? Required when previous_negotiation_evidence is true.

Was the purchase of non-fiat currency or non-fungible tokens (NFTs), and did what the cardholder received not match the description at the time of the transaction? Required for services.

What did the cardholder purchase, and what is the quality issue? Required.

Is there evidence of previous ongoing negotiations between the cardholder and the merchant? Required when both received_date and the transaction's processing date are more than 113 days before submission.

When did the cardholder receive the merchandise or services? Required.

Is an attempt to resolve the dispute with the merchant prohibited by local law or regulations? Required when cardholder_attempted_resolution is false. Must be true: Visa does not accept a dispute where the cardholder neither attempted resolution nor was prohibited from doing so.

How did the cardholder attempt to return the merchandise? Required when a return was attempted.

How was the merchandise returned? Required when the merchandise was returned. Possible values: face_to_face, fedex, dhl, ups, postal_service, other

How was the merchandise returned, when return_method is other? Required in that case.

What is the shipment's tracking number? Optional. Sent to the network only when return_method is fedex, dhl, ups, postal_service or other.

When did the cardholder return the merchandise? Required when the merchandise was returned.

When did the cardholder receive the services? Required when the transaction was processed more than 113 days before submission.

How were the terms of the contract not honored by the merchant, or not as described? Required. Terms-of-contract disputes apply to Visa Commercial Card Virtual Account transactions.