Search

Are you looking for test card numbers?

Would you like to contact support?

Risk-management icon

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 notification.

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.