Chargeback Dispute Overview

When challenging a Chargeback, all parties must follow the procedures defined by the relevant card networks as summarised below.

  Mastercard has a single flow for handling all dispute reason codes however Visa have two flows:

  • Visa Collaboration - This flow covers consumer disputes (e.g. service / merchandise not received, misrepresentation, product not as described) and processing errors (e.g. incorrect amount / duplicate processing, paid by other means).
  • Visa Allocation - This flow covers issues with authorisation and fraud disputes (e.g. card not present fraud).
Mastercard Dispute Flow
Visa Collaboration Dispute Flow
Visa Allocation Dispute Flow

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