Issuer comments

You can see issuer comments when you view the dispute in your Customer Area. With some additional configuration, you can also return them in the ISSUER_COMMENTS webhook.

You receive different issuer comments per reason code, and issuer comments can be sent in the chargeback or the pre-arbitration stage of the dispute.

Visa chargebacks

The following shows an overview of all the possible issuer comments that you can receive from Visa.

`issuerComments`	Description	Reason code
`type`	Type of issuer comment, this can be either `chargeback` or `preArbitration`. Returned for all issuer comments.	10.4, 12.x, 13.x
`attemptedReturnDate`	The date the cardholder attempted to return the merchandise.	13.x
`cancellationDate`	The date on which the cardholder claims to have cancelled the purchase.	13.x
`cancellationMethod`	Describes why or how the cardholder chose to cancel the purchase.	13.x
`cardholderContinuesDispute`	Optional field describing why the cardholder did not accept the chargeback defense.	10.4, 12.x, 13.x (pre-arbitration)
`cardholderName`	The name of the cardholder.	10.4
`cardholderReceiptAmt`	The amount the cardholder claims to have authorised and that should have been charged (instead of the amount of the disputed charge).	12.x
`chReceivedOrExpectedMerchandise`	The date the cardholder received or expected to receive the merchandise.	13.x
`creditVoucherOrTransactionReceiptDate`	The date the cardholder received the credit or voided transaction receipt that has not been processed.	13.x
`damagedOrDefectiveOrderInfo`	Describes what was purchased and how it was damaged or defective.	13.x
`dateOfService`	The date the cardholder received or expected to receive the services.	13.x
`descCounterfeitMerchandise`	Description of the counterfeit merchandise.	13.x
`disputeAmountChangeReason`	Explains why the first chargeback amount is different from the original transaction amount.	12.x, 13.x
`duplicateARN`	The acquirer reference number (ARN) of the other (valid) transaction.	12.x
`duplicateTranDate`	The date the other (valid) transaction took place.	12.x
`duplicateTranId`	The Visa transaction ID of the other (valid) transaction.	12.x
`expectedReceiptDateTime`	Expected receipt date of the goods or services purchased.	13.x
`explainWhyValidDataInclusionReason`	An explanation of why the inclusion of valid data would have caused the authorization request to be declined.	12.x
`explanation`	Issuer's explanation.	13.x
`explanationOfCreditPresented`	Issuer's explanation of presented credit (or lack thereof), and why it does not resolve the dispute.	12.x, 13.x
`howChAttemptReturnAndDispOfMerchandise`	Description of how the cardholder attempted to return the received merchandise.	13.x
`howMerchandiseOrServiceMisrepresented`	The cardholder's description of how the merchant misrepresented the merchandise or services.	13.x
`howTermsOfContractNotHonoredByMerchant`	Description of how the merchant failed to honor the terms of the contract or purchase.	13.x
`infoMerchandiseToBeCounterfeit`	Information about the entity which indicated the merchandise to be counterfeit.	13.x
`liabilityNotAcceptedFully`	Issuer's reason for declining the chargeback defense or acquirer pre-arbitration.	10.4 (pre-arbitration)
`merchandiseOrServices`	Whether the dispute concerns merchandise or services.	13.x
`merchandiseServiceReceivedDate`	The date the cardholder received the merchandise or services.	13.x
`merchandiseWasCounterfeitDate`	The date the cardholder received the merchandise or received notification that the merchandise was counterfeit.	13.x
`note`	General comments or explanation as to why the first chargeback was initiated, may be used in conjunction with other more specific fields.	10.4, 12.x, 13.x
`orderDetailsNotAsDescribed`	Describes what was purchased and how it was not as described.	13.x
`preArbReason`	Issuer's reason for declining the chargeback defense and initiating pre-arbitration.	12.x, 13.x (pre-arbitration)
`processingErrorOtherExplanation`	Explanation or description of the processing error that led to the chargeback, may be used in conjunction with or instead of other more specific fields.	12.x
`purchasedInfo`	Description of the goods or services purchased.	13.x
`purchasedInfoAndQualityIssue`	Description of what was purchased and how its quality was not satisfactory.	13.x
`returnedMerchandiseReceivedDate`	The date the merchant received the returned merchandise.	13.x
`returnMethod`	The means by which the cardholder returned the merchandise.	13.x
`serviceReceivedDate`	The date the cardholder received the services.	13.x
`whatWasOrdered`	Description of the merchandise the cardholder ordered.	13.x
`whatWasPurchased`	Description of the goods or services the cardholder purchased.	13.x
`whereIsMerchandiseLocated`	The location of the merchandise (for example in the cardholder's possession or returned to sender) at the time of filing the chargeback.	13.x

Reason code 10.4

You can get the following issuer comments from Visa for dispute reason code 10.4 (Fraud).

Chargeback stage

`issuerComments`	Description
`type`	`chargeback`
`note`	General comments or explanation as to why the first chargeback was initiated, may be used in conjunction with other more specific fields.
`cardholderName`	The name of the cardholder.

Pre-arbitration stage

`issuerComments`	Description
`type`	`preArbitration`
`cardholderContinuesDispute`	Optional field describing why the cardholder did not accept the chargeback defense.
`liabilityNotAcceptedFully`	Issuer's reason for declining the chargeback defense or acquirer pre-arbitration.

Reason code 12.x

You can get the following issuer comments from Visa for dispute reason codes 12.5, 12.6, and 12.7 (Processing errors).

Chargeback stage

`issuerComments`	Description
`type`	`chargeback`
`cardholderReceiptAmt`	The amount the cardholder claims to have authorised and that should have been charged (instead of the amount of the disputed charge).
`disputeAmountChangeReason`	Explains why the first chargeback amount is different from the original transaction amount.
`duplicateARN`	The acquirer reference number (ARN) of the other (valid) transaction.
`duplicateTranDate`	The date the other (valid) transaction took place.
`duplicateTranId`	The Visa transaction ID of the other (valid) transaction.
`explainWhyValidDataInclusionReason`	An explanation of why the inclusion of valid data would have caused the authorization request to be declined.
`explanationOfCreditPresented`	Issuer's explanation of presented credit (or lack thereof), and why it does not resolve the dispute.
`explainWhyValidDataInclusionReason`	An explanation of why the inclusion of valid data would have caused the authorization request to be declined.
`note`	General comments or explanation as to why the first chargeback was initiated, may be used in conjunction with other more specific fields.
`processingErrorOtherExplanation`	Explanation or description of the processing error that led to the chargeback, may be used in conjunction with or instead of other more specific fields.

Pre-arbitration stage

`issuerComments`	Description
`type`	`preArbitration`
`cardholderContinuesDispute`	Optional field describing why the cardholder did not accept the chargeback defense.
`preArbReason`	Issuer's reason for declining the chargeback defense and initiating pre-arbitration.

Reason code 13.x

You can get the following issuer comments from Visa for dispute reason codes 13.1, 13.2, 13.3, 13.4, 13.5, 13.6 and 13.7 (Consumer disputes).

Chargeback stage

`issuerComments`	Description
`type`	`chargeback`
`attemptedReturnDate`	The date the cardholder attempted to return the merchandise.
`cancellationDate`	The date on which the cardholder claims to have cancelled the purchase.
`cancellationMethod`	Describes why or how the cardholder chose to cancel the purchase.
`chReceivedOrExpectedMerchandise`	The date the cardholder received or expected to receive the merchandise.
`creditVoucherOrTransactionReceiptDate`	The date the cardholder received the credit or voided transaction receipt that has not been processed.
`damagedOrDefectiveOrderInfo`	Describes what was purchased and how it was damaged or defective.
`dateOfService`	The date the cardholder received or expected to receive the services.
`descCounterfeitMerchandise`	Description of the counterfeit merchandise.
`disputeAmountChangeReason`	Explains why the first chargeback amount is different from the original transaction amount.
`expectedReceiptDateTime`	Expected receipt date of the goods or services purchased.
`explanation`	Issuer's explanation.
`explanationOfCreditPresented`	Issuer's explanation of presented credit (or lack thereof), and why it does not resolve the dispute.
`howChAttemptReturnAndDispOfMerchandise`	Description of how the cardholder attempted to return the received merchandise.
`howMerchandiseOrServiceMisrepresented`	The cardholder's description of how the merchant misrepresented the merchandise or services.
`howTermsOfContractNotHonoredByMerchant`	Description of how the merchant failed to honor the terms of the contract or purchase.
`infoMerchandiseToBeCounterfeit`	Information about the entity which indicated the merchandise to be counterfeit.
`merchandiseOrServices`	Whether the dispute concerns merchandise or services.
`merchandiseServiceReceivedDate`	The date the cardholder received the merchandise or services.
`merchandiseWasCounterfeitDate`	The date the cardholder received the merchandise or received notification that the merchandise was counterfeit.
`note`	General comments or explanation as to why the first chargeback was initiated, may be used in conjunction with other more specific fields.
`orderDetailsNotAsDescribed`	Describes what was purchased and how it was not as described.
`purchasedInfo`	Description of the goods or services purchased.
`purchasedInfoAndQualityIssue`	Description of what was purchased and how its quality was not satisfactory.
`returnedMerchandiseReceivedDate`	The date the merchant received the returned merchandise.
`returnMethod`	The means by which the cardholder returned the merchandise.
`serviceReceivedDate`	The date the cardholder received the services.
`whatWasOrdered`	Description of the merchandise the cardholder ordered.
`whatWasPurchased`	Description of the goods or services the cardholder purchased.
`whereIsMerchandiseLocated`	The location of the merchandise (for example in the cardholder's possession or returned to sender) at the time of filing the chargeback.

Pre-arbitration stage

`issuerComments`	Description
`type`	`preArbitration`
`cardholderContinuesDispute`	Optional field describing why the cardholder did not accept the chargeback defense.
`preArbReason`	Issuer's reason for declining the chargeback defense and initiating pre-arbitration.