The cardholder's bank received a notice from the cardholder claiming that they received a credit or voided transaction receipt that has not been processed.
The most common causes for this dispute are that you:
The sale is valid and credit is not due.
Provide documentation and refute the validity of the documentation supplied by the cardholder's bank.
You have already processed a credit or reversal for the transaction.
Provide documentation of the credit or reversal; include the amount and the date it was processed.
The cardholder no longer disputes the transaction.
Provide a letter or email from the cardholder that states they no longer dispute the transaction.
How to avoid this dispute in the future
For more information, please see Dispute Management Guidelines for Visa Merchants.
Acquirer's approach or timelines may be different and you should adhere with your current Acquirer's process. Not all disputes apply to every country/region, please check with your acquirer for further information.