Payment Brand Compliance Dispute Resolution

Assessments & Brand Authorized Audits.

What is a Dispute?

A “dispute” provides an issuer with a way to return a disputed transaction. When a cardholder disputes a transaction, the issuer may request a detailed explanation of the problem from the cardholder. Once the issuer receives this information, the first step is to determine whether a dispute situation exists. There are many reasons for disputes—those reasons that may be of assistance in an investigation include the following:

  • Merchant failed to get an authorization
  • Merchant failed to obtain card imprint (electronic or manual)
  • Merchant accepted an expired card

When a dispute right applies, the issuer sends the transaction back to the acquirer and disputes the dollar amount of the disputed sale. The acquirer then researches the transaction. If the dispute is valid, the acquirer deducts the amount of the dispute from the merchant account and informs the merchant. Under certain circumstances, a merchant may respond to a dispute to its acquirer. If the merchant cannot remedy the dispute, it is the merchant’s loss. If there are no funds in the merchant’s account to cover the disputed amount, the acquirer must cover the loss.