Dispute classification
Pega Smart Dispute™ Agentic Automation supports end-to-end Visa dispute processing by using the real-time interfaces provided by Visa. This functionality categorizes disputes into fraud, authorization issues, processing errors, and consumer disputes, which helps issuer banks or networks provide more accurate dispute resolutions to enhance customer service.
Categories
The dispute reasons supported by Visa consist of the four following categories:
- Fraud: Disputes that involve unauthorized or fraudulent transactions, such as stolen cards, counterfeit cards, identity theft, or phishing. Cardholders claim that they did not authorize or participate in the transaction and request a chargeback.
- Authorization issues: Disputes that arise from errors or mistakes in the authorization process, such as expired cards, invalid cards, declined transactions. Cardholders claim that the transaction was not properly authorized.
- Processing errors: Disputes that stem from discrepancies or errors in the transaction amount, date, currency, location or duplicate transactions. Cardholders claim that they received a charge for a different amount than what they agreed to pay or received a charge in a different currency or at a different location than what they expected or that they were charged more than once for the same transaction.
- Consumer disputes: Disputes that involve problems with the product or service that the cardholder purchased from the merchant, such as defective goods, damaged goods, non-delivery, late delivery, or cancellation. Cardholders claim that they did not receive what they paid for or that they were not satisfied with the quality or performance of the product or service. Consumer disputes also include credit issues.
Credit issues are disputes that relate to refunds, credits, or adjustments that the cardholder requested from the merchant but did not receive or did not receive correctly. Cardholders claim that they returned the product or canceled the service but did not receive a full or partial refund or that they received a credit or adjustment, but it did not apply to their account.
Subcategories
The dispute categories related to Visa credit cards use reason codes that are assigned to each dispute by the card issuer or the card network. These codes indicate the cause and the status of the dispute and help the parties involved to resolve it.
A Visa dispute is mapped to a dispute category and then to its sub-category based on the scenario of the dispute. For example, if the cardholder claims that the terms of sale were misrepresented by the Merchant, then the dispute falls in 13 - Consumer Disputes category and further in the 13.5 – Misrepresentation sub-category. Each dispute category has time constraints on them based the age of the transaction or when the merchandise / service was or was to be received and so on. Some dispute categories have documentation requirements. All these details on dispute sub-categories are available on the Visa Core Rules and Visa Product and Service Rules released by Visa periodically. The dispute category and its subcategories are shown in the following table:
|
Dispute category |
Dispute subcategory |
|
10 - Fraud |
10.1 – EMV Liability Shift Counterfeit |
|
10.2 – EMV Liability Shift Non-Counterfeit |
|
|
10.3 – Card Present Environment |
|
|
10.4 – Card Absent Environment |
|
|
10.5 – Visa Fraud Monitoring Program |
|
|
11 - Authorization |
11.1 – Card Recovery Bulletin |
|
11.2 – Declined Authorization |
|
|
11.3 – No Authorization |
|
|
12 – Processing Errors |
12.1 – Late Presentment |
|
12.2 – Incorrect Transaction Code |
|
|
12.3 – Incorrect Currency |
|
|
12.4 – Incorrect Account Number |
|
|
12.5 – Incorrect Amount |
|
|
12.6.1 – Duplicate Processing |
|
|
12.6.2 – Paid by Other Means |
|
|
12.7 – Invalid Data |
|
|
13 – Consumer Disputes |
13.1 – Merchandise/Services Not Received |
|
13.2 – Cancelled Recurring Transaction |
|
|
13.3 – Not as Described/Defective |
|
|
13.4 – Counterfeit Merchandise |
|
|
13.5 - Misrepresentation |
|
|
13.6 – Credit Not Processed |
|
|
13.7 – Cancelled Merchandise/Services |
|
|
13.8 – Original Credit Not Accepted |
|
|
13.9 – Non-Receipt of Cash/Load |
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