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Visa Chargeback Response Playbook

A comprehensive playbook for Visa chargebacks covering reason codes, evidence requirements, timelines, and response strategies specific to the Visa dispute resolution process.

Evidence Checklist (10 items)

  • 1Visa reason code identification
  • 2Transaction authentication records
  • 3AVS and CVV verification data
  • 43D Secure enrollment and results
  • 5Compelling evidence per Visa guidelines
  • 6Delivery confirmation documentation
  • 7Customer communication records
  • 8Refund and cancellation policy
  • 9Prior transaction history
  • 10Visa Compelling Evidence 3.0 data

Visa dispute process overview

Visa uses a structured dispute resolution process with specific reason codes, evidence requirements, and timelines. Understanding Visa's process is essential for crafting effective responses. Visa categorizes disputes into fraud, authorization, processing errors, and consumer disputes.

Visa reason code categories

Visa reason codes fall into four categories: 10.x (Fraud), 11.x (Authorization), 12.x (Processing Errors), and 13.x (Consumer Disputes). Each category has specific evidence requirements. Identifying your reason code correctly is the first step in building your response.

Visa Compelling Evidence 3.0

Visa's CE 3.0 program allows merchants to submit evidence of prior undisputed transactions from the same payment credentials to fight fraud chargebacks. If you can show previous legitimate transactions with matching data points like IP address, device ID, or shipping address, this significantly strengthens your case.

Visa timelines and deadlines

Visa gives merchants a limited window to respond to disputes. The exact timeline depends on the reason code and your payment processor. Missing the deadline results in an automatic loss. Track your deadlines carefully and submit evidence well before the cutoff.

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Frequently Asked Questions

What is Visa Compelling Evidence 3.0?↓
CE 3.0 is a Visa program that allows merchants to submit evidence of prior undisputed transactions from the same card. If at least two prior transactions match on key data points like IP address or device ID, Visa can liability-shift the fraud dispute back to the issuer.
How long do I have to respond to a Visa chargeback?↓
The response window varies by reason code and processor but is typically 20 to 30 days from the chargeback date. Your payment processor may impose a shorter internal deadline. Check your processor's dispute notification for the exact date.
What are the most common Visa reason codes?↓
The most common are 10.4 (Fraud - Card Absent), 13.1 (Merchandise Not Received), 13.3 (Not as Described), and 13.7 (Cancelled Recurring). Each requires different evidence and a tailored response strategy.

Related Templates

Response Letter

Stripe Response Letter

Evidence Checklist

Fraud Evidence Checklist

Playbook

Mastercard Playbook

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