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Visa Claims Resolution

On April 13, 2018 Visa is rolling out a new global dispute resolution process called Visa Claims Resolution (VCR).

Visa Claims Resolution (VCR) is replacing Visa’s dispute resolution process and is aimed at simplifying and speeding up the process of handling Visa disputes. With these changes, Visa hopes to reduce the time it takes to resolve a Visa dispute and provide clearer dispute evidence requirements.

Rollout dates

  • VCR is already live in New Zealand and Hong Kong
  • Starting April 13, 2018 all Visa disputes globally will be processed using VCR

What will change for you?

  • The typical timing for responding to disputes is reduced from 15 days to 10 days, though in some regions you may have longer to respond. We’ll automatically surface the due date for submitting evidence in the Stripe dashboard and API in the due_by field on the dispute object as soon as a dispute is created
  • For disputes with reason fraudulent or product not received Visa has stricter evidence requirements, called “compelling evidence”, which you need to follow when you submit evidence
  • Visa is putting in place more processes to automatically block cardholders from submitting invalid disputes. As an example, if an issuing bank is attempting to submit a dispute for an online transaction, and the payment data shows that the card was swiped, Visa will not allow the dispute to be passed on to you. Visa estimates that proactively blocking invalid disputes will reduce global Visa disputes by 14%

Compelling evidence

Visa has put forward clearer (and, in some cases, stricter) requirements on what evidence will help win a dispute. For disputes with reason fraudulent or product not received “compelling evidence” is required. You will only be able to win these types of disputes if you submit all the compelling evidence. If you’ve read our disputes documentation on submitting dispute evidence you’re hopefully already collecting most of this information. For all other dispute types, you can continue submitting the evidence we’ve recommended in the disputes documentation.

Compelling evidence for fraudulent disputes

Description of evidence requirements Dispute evidence field
Evidence such as photographs or emails to prove a link between the person receiving the goods or services and the cardholder, or proving that the cardholder disputing the transaction is in possession of the goods sold customer_communication
If the goods sold are collected from a physical location
  • Cardholder signature on the pickup form
  • Copy of identification presented by the cardholder
  • Details of identification presented by the cardholder
customer_signature
For physical goods: Evidence that the item was delivered to the same physical address for which you received a positive AVS match. (A signature is not required as evidence of delivery) shipping_address
For digital goods: Description, date and time of the goods or services successfully downloaded, and two of the following
  • Buyer IP address and the device geographical location at the time of purchase
  • Device ID and name of the device
  • Buyer’s name and email address linked to the customer profile
  • Evidence that the buyer logged into their account for your business before the transaction date
  • Proof that your website or app was accessed by the cardholder for purchase or services on or after the transaction date
  • Evidence that the same device and card used in the disputed payment was used in a previous payment that was not disputed
product_description, access_activity_logs
For passenger transportation services: Evidence that the service was provided and any of the following
  • Proof that the ticket was received at the cardholder’s billing address
  • Evidence of any of the following payments related to the disputed payment: seat upgrades, extra baggage, purchases made on board the passenger transport
service_date, service_documentation
For goods that were delivered to a business address: Evidence that the goods were delivered and that the buyer works at that address uncategorized_file, uncategorized_text
For a travel and expense transaction: Evidence that the services were provided and either
  • Details of loyalty program rewards earned or redeemed, including address and phone number, that establish a link to the cardholder
  • Evidence that other payments related to the original payment, like upgrades, were not disputed
uncategorized_file, uncategorized_text
Evidence that the person who signed for the merchandise was authorized to sign for the cardholder or is known by the cardholder customer_signature
For mail or phone order transactions: A signed order form uncategorized_file, uncategorized_text
Evidence that the transaction was completed by a member of the cardholder’s family or household uncategorized_file, uncategorized_text
Evidence of one or more non-disputed payments for the same goods or services uncategorized_file, uncategorized_text
For goods that were delivered to a business address: Evidence that the goods were delivered and that the buyer works at that address uncategorized_file, uncategorized_text
For recurring payments, all of the following
  • Evidence of a legally binding contract held between your business and the cardholder
  • Proof that the cardholder is using the merchandise or services
  • Evidence of a previous payment that was not disputed
uncategorized_file, uncategorized_text

Compelling evidence for product not received disputes

Description of evidence requirements Dispute evidence field
Evidence such as photographs or emails to prove a link between the person receiving the goods or services and the cardholder, or proving that the cardholder disputing the transaction is in possession of the goods sold customer_communication
If the goods sold are collected from a physical location:
  • Cardholder signature on the pickup form
  • Copy of identification presented by the cardholder
  • Details of identification presented by the cardholder
customer_signature
For physical goods: Evidence that the item was delivered to the same physical address for which you received a positive AVS match. (A signature is not required as evidence of delivery) shipping_address
For digital goods: Description, date and time of the goods or services successfully downloaded, and two of the following
  • Buyer IP address and the device geographical location at the time of purchase
  • Device ID and name of the device
  • Buyer’s name and email address linked to the customer profile
  • Evidence that the buyer logged into their account for your business before the transaction date
  • Proof that your website or app was accessed by the cardholder for purchase or services on or after the transaction date
  • Evidence that the same device and card used in the disputed payment was used in a previous payment that was not disputed
product_description, access_activity_logs
For passenger transportation services: Evidence that the service was provided and any of the following
  • Proof that the ticket was received at the cardholder’s billing address
  • Evidence of any of the following payments related to the disputed payment: seat upgrades, extra baggage, purchases made on board the passenger transport
service_date, service_documentation
For goods that were delivered to a business address: Evidence that the goods were delivered and that the buyer works at that address uncategorized_file, uncategorized_text
For a travel and expense transaction: Evidence that the services were provided and either
  • Details of loyalty program rewards earned or redeemed, including address and phone number, that establish a link to the cardholder
  • Evidence that other payments related to the original payment, like upgrades, were not disputed
uncategorized_file, uncategorized_text
If in the Europe region: Evidence that the cardholder has been compensated for the value of the merchandise or services through another method uncategorized_file, uncategorized_text

Next steps

  • Ensure your internal processes take into account the reduced timing for evidence submission
  • Familiarize yourself with compelling evidence requirements to maximize your chances of winning a Visa dispute with reason fraudulent or product not received

We’re here to help if you have any questions about the new process. Please don’t hesitate to contact us with any questions.

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