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Trusted by emerging companies to the Fortune 500, Verifi works with a wide range of industries, including top omni-channel and e-commerce merchants to maximize payment yield across the entire transaction lifecycle.
To provide a successful chargeback representment case, Visa and other credit card companies allow (indeed, they urge) merchants to provide compelling evidence to support their case. The details on the allowed compelling evidence are included with the reason code description and details. Remember that each credit card company has its own distinct list of reason codes: make sure you’re referring to the correct list of reason codes when working on your representment case.
In its guide titled Chargeback Management Guidelines for Visa Merchants, Visa describes compelling evidence as “…the act of providing proof the cardholder participated in the transaction, received the goods or services, or benefitted from the transaction. It allows merchants or acquirers to provide additional types of evidence to try to support that the cardholder participated in the transaction, received goods or services, or otherwise benefitted from the transaction. For airline and digital goods merchants, the merchant may be able to provide a remedy.”
As of October 17, 2015, Visa updated its compelling evidence process to reflect the changes in the business marketplace. Citing specifically the changes to business processes introduced by e-commerce, Visa has noted that as the number of sales have increased so have the number of chargeback disputes related to these disputes. In its October 2015 guide titled Visa Optimizes Dispute Rules New Avenues for Card Not Present Merchants, Visa states “The eCommerce industry needs a way to help differentiate legitimate spend from fraudulent transactions, so as to reduce unnecessary friction and disputes.”
For all representment cases after October 17, 2015, Visa introduced two new types of compelling evidence, two new representment rights for disputes involving airline and digital goods merchants, and now requires additional pre-arbitration certification requirements.
Updated Visa Reason Codes
As part of its move to support card-not-present merchants and airlines, Visa made changes to the compelling evidence requirements for four key reason codes:
For full details on the compelling evidence requirements for these reason codes, we urge you to read Visa Optimizes Dispute Rules New Avenues for Card Not Present Merchants. We do want to highlight some key evidence points:
When looking at these compelling evidence requirements, it’s vital that you understand that you do need to take measures to ensure you can easily provide this compelling evidence. Remember that you need to respect and adhere to the time requirements stipulated in the reason code.
Read and review all the documentation provided to you by Visa, including the Visa Core Rules and Visa Product and Service Rules guide, for full details on the Visa reason codes. As well, make sure you’re up-to-date with the reason codes and representment requirements for any other credit cards that you accept.
Maintaining Compelling Evidence
As we mentioned above, the it’s up to you to provide the compelling evidence in a timely manner. Your representment case depends on capable response. Collecting compelling evidence cannot be done last-minute. To make it easier for you to fight chargebacks and to win your representment cases, learn about Verifi solutions such as CDRN or our Premier Chargeback Revenue Recovery Service.
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