{"title":"Issuer comments","category":"default","creationDate":1626789000,"content":"

You can see issuer comments when you view the dispute<\/a> in your Customer Area<\/a>, and in the ISSUER_COMMENTS<\/a><\/strong> webhook message.<\/p>\n

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.<\/p>\n

Visa chargebacks<\/h2>\n

The following shows an overview of all the possible issuer comments that you can receive from Visa.<\/p>\n

\n \n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n
issuerComments<\/code><\/th>\nDescription<\/th>\nReason code<\/th>\n<\/tr>\n<\/thead>\n
type<\/code><\/td>\nType of issuer comment, this can be either chargeback<\/code> or preArbitration<\/code>. Returned for all issuer comments.<\/td>\n10.4, 12.x, 13.x<\/td>\n<\/tr>\n
attemptedReturnDate<\/code><\/td>\nThe date the cardholder attempted to return the merchandise.<\/td>\n13.x<\/td>\n<\/tr>\n
cancellationDate<\/code><\/td>\nThe date on which the cardholder claims to have cancelled the purchase.<\/td>\n13.x<\/td>\n<\/tr>\n
cancellationMethod<\/code><\/td>\nDescribes why or how the cardholder chose to cancel the purchase.<\/td>\n13.x<\/td>\n<\/tr>\n
cardholderContinuesDispute<\/code><\/td>\nOptional field describing why the cardholder did not accept the chargeback defense.<\/td>\n10.4, 12.x, 13.x (pre-arbitration)<\/td>\n<\/tr>\n
cardholderName<\/code><\/td>\nThe name of the cardholder.<\/td>\n10.4<\/td>\n<\/tr>\n
cardholderReceiptAmt<\/code><\/td>\nThe amount the cardholder claims to have authorised and that should have been charged (instead of the amount of the disputed charge).<\/td>\n12.x<\/td>\n<\/tr>\n
chReceivedOrExpectedMerchandise<\/code><\/td>\nThe date the cardholder received or expected to receive the merchandise.<\/td>\n13.x<\/td>\n<\/tr>\n
creditVoucherOrTransactionReceiptDate<\/code><\/td>\nThe date the cardholder received the credit or voided transaction receipt that has not been processed.<\/td>\n13.x<\/td>\n<\/tr>\n
damagedOrDefectiveOrderInfo<\/code><\/td>\nDescribes what was purchased and how it was damaged or defective.<\/td>\n13.x<\/td>\n<\/tr>\n
dateOfService<\/code><\/td>\nThe date the cardholder received or expected to receive the services.<\/td>\n13.x<\/td>\n<\/tr>\n
descCounterfeitMerchandise<\/code><\/td>\nDescription of the counterfeit merchandise.<\/td>\n13.x<\/td>\n<\/tr>\n
disputeAmountChangeReason<\/code><\/td>\nExplains why the first chargeback amount is different from the original transaction amount.<\/td>\n12.x, 13.x<\/td>\n<\/tr>\n
duplicateARN<\/code><\/td>\nThe acquirer reference number (ARN) of the other (valid) transaction.<\/td>\n12.x<\/td>\n<\/tr>\n
duplicateTranDate<\/code><\/td>\nThe date the other (valid) transaction took place.<\/td>\n12.x<\/td>\n<\/tr>\n
duplicateTranId<\/code><\/td>\nThe Visa transaction ID of the other (valid) transaction.<\/td>\n12.x<\/td>\n<\/tr>\n
expectedReceiptDateTime<\/code><\/td>\nExpected receipt date of the goods or services purchased.<\/td>\n13.x<\/td>\n<\/tr>\n
explainWhyValidDataInclusionReason<\/code><\/td>\nAn explanation of why the inclusion of valid data would have caused the authorization request to be declined.<\/td>\n12.x<\/td>\n<\/tr>\n
explanation<\/code><\/td>\nIssuer's explanation.<\/td>\n13.x<\/td>\n<\/tr>\n
explanationOfCreditPresented<\/code><\/td>\nIssuer's explanation of presented credit (or lack thereof), and why it does not resolve the dispute.<\/td>\n12.x, 13.x<\/td>\n<\/tr>\n
howChAttemptReturnAndDispOfMerchandise<\/code><\/td>\nDescription of how the cardholder attempted to return the received merchandise.<\/td>\n13.x<\/td>\n<\/tr>\n
howMerchandiseOrServiceMisrepresented<\/code><\/td>\nThe cardholder's description of how the merchant misrepresented the merchandise or services.<\/td>\n13.x<\/td>\n<\/tr>\n
howTermsOfContractNotHonoredByMerchant<\/code><\/td>\nDescription of how the merchant failed to honor the terms of the contract or purchase.<\/td>\n13.x<\/td>\n<\/tr>\n
infoMerchandiseToBeCounterfeit<\/code><\/td>\nInformation about the entity which indicated the merchandise to be counterfeit.<\/td>\n13.x<\/td>\n<\/tr>\n
liabilityNotAcceptedFully<\/code><\/td>\nIssuer's reason for declining the chargeback defense or acquirer pre-arbitration.<\/td>\n10.4 (pre-arbitration)<\/td>\n<\/tr>\n
merchandiseOrServices<\/code><\/td>\nWhether the dispute concerns merchandise or services.<\/td>\n13.x<\/td>\n<\/tr>\n
merchandiseServiceReceivedDate<\/code><\/td>\nThe date the cardholder received the merchandise or services.<\/td>\n13.x<\/td>\n<\/tr>\n
merchandiseWasCounterfeitDate<\/code><\/td>\nThe date the cardholder received the merchandise or received notification that the merchandise was counterfeit.<\/td>\n13.x<\/td>\n<\/tr>\n
note<\/code><\/td>\nGeneral comments or explanation as to why the first chargeback was initiated, may be used in conjunction with other more specific fields.<\/td>\n10.4, 12.x, 13.x<\/td>\n<\/tr>\n
orderDetailsNotAsDescribed<\/code><\/td>\nDescribes what was purchased and how it was not as described.<\/td>\n13.x<\/td>\n<\/tr>\n
preArbReason<\/code><\/td>\nIssuer's reason for declining the chargeback defense and initiating pre-arbitration.<\/td>\n12.x, 13.x (pre-arbitration)<\/td>\n<\/tr>\n
processingErrorOtherExplanation<\/code><\/td>\nExplanation or description of the processing error that led to the chargeback, may be used in conjunction with or instead of other more specific fields.<\/td>\n12.x<\/td>\n<\/tr>\n
purchasedInfo<\/code><\/td>\nDescription of the goods or services purchased.<\/td>\n13.x<\/td>\n<\/tr>\n
purchasedInfoAndQualityIssue<\/code><\/td>\nDescription of what was purchased and how its quality was not satisfactory.<\/td>\n13.x<\/td>\n<\/tr>\n
returnedMerchandiseReceivedDate<\/code><\/td>\nThe date the merchant received the returned merchandise.<\/td>\n13.x<\/td>\n<\/tr>\n
returnMethod<\/code><\/td>\nThe means by which the cardholder returned the merchandise.<\/td>\n13.x<\/td>\n<\/tr>\n
serviceReceivedDate<\/code><\/td>\nThe date the cardholder received the services.<\/td>\n13.x<\/td>\n<\/tr>\n
whatWasOrdered<\/code><\/td>\nDescription of the merchandise the cardholder ordered.<\/td>\n13.x<\/td>\n<\/tr>\n
whatWasPurchased<\/code><\/td>\nDescription of the goods or services the cardholder purchased.<\/td>\n13.x<\/td>\n<\/tr>\n
whereIsMerchandiseLocated<\/code><\/td>\nThe location of the merchandise (for example in the cardholder's possession or returned to sender) at the time of filing the chargeback.<\/td>\n13.x<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n\n<\/div>\n\n

Reason code 10.4<\/h2>\n

You can get the following issuer comments from Visa for dispute reason code 10.4 (Fraud<\/a>).<\/p>\n

Chargeback stage<\/h3>\n
\n \n\n\n\n\n\n\n\n
issuerComments<\/code><\/th>\nDescription<\/th>\n<\/tr>\n<\/thead>\n
type<\/code><\/td>\nchargeback<\/code><\/td>\n<\/tr>\n
note<\/code><\/td>\nGeneral comments or explanation as to why the first chargeback was initiated, may be used in conjunction with other more specific fields.<\/td>\n<\/tr>\n
cardholderName<\/code><\/td>\nThe name of the cardholder.<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n\n<\/div>\n\n

Pre-arbitration stage<\/h3>\n
\n \n\n\n\n\n\n\n\n
issuerComments<\/code><\/th>\nDescription<\/th>\n<\/tr>\n<\/thead>\n
type<\/code><\/td>\npreArbitration<\/code><\/td>\n<\/tr>\n
cardholderContinuesDispute<\/code><\/td>\nOptional field describing why the cardholder did not accept the chargeback defense.<\/td>\n<\/tr>\n
liabilityNotAcceptedFully<\/code><\/td>\nIssuer's reason for declining the chargeback defense or acquirer pre-arbitration.<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n\n<\/div>\n\n

Reason code 12.x<\/h2>\n

You can get the following issuer comments from Visa for dispute reason codes 12.5, 12.6, and 12.7 (Processing errors<\/a>).<\/p>\n

Chargeback stage<\/h3>\n
\n \n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n
issuerComments<\/code><\/th>\nDescription<\/th>\n<\/tr>\n<\/thead>\n
type<\/code><\/td>\nchargeback<\/code><\/td>\n<\/tr>\n
cardholderReceiptAmt<\/code><\/td>\nThe amount the cardholder claims to have authorised and that should have been charged (instead of the amount of the disputed charge).<\/td>\n<\/tr>\n
disputeAmountChangeReason<\/code><\/td>\nExplains why the first chargeback amount is different from the original transaction amount.<\/td>\n<\/tr>\n
duplicateARN<\/code><\/td>\nThe acquirer reference number (ARN) of the other (valid) transaction.<\/td>\n<\/tr>\n
duplicateTranDate<\/code><\/td>\nThe date the other (valid) transaction took place.<\/td>\n<\/tr>\n
duplicateTranId<\/code><\/td>\nThe Visa transaction ID of the other (valid) transaction.<\/td>\n<\/tr>\n
explainWhyValidDataInclusionReason<\/code><\/td>\nAn explanation of why the inclusion of valid data would have caused the authorization request to be declined.<\/td>\n<\/tr>\n
explanationOfCreditPresented<\/code><\/td>\nIssuer's explanation of presented credit (or lack thereof), and why it does not resolve the dispute.<\/td>\n<\/tr>\n
explainWhyValidDataInclusionReason<\/code><\/td>\nAn explanation of why the inclusion of valid data would have caused the authorization request to be declined.<\/td>\n<\/tr>\n
note<\/code><\/td>\nGeneral comments or explanation as to why the first chargeback was initiated, may be used in conjunction with other more specific fields.<\/td>\n<\/tr>\n
processingErrorOtherExplanation<\/code><\/td>\nExplanation or description of the processing error that led to the chargeback, may be used in conjunction with or instead of other more specific fields.<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n\n<\/div>\n\n

Pre-arbitration stage<\/h3>\n
\n \n\n\n\n\n\n\n\n
issuerComments<\/code><\/th>\nDescription<\/th>\n<\/tr>\n<\/thead>\n
type<\/code><\/td>\npreArbitration<\/code><\/td>\n<\/tr>\n
cardholderContinuesDispute<\/code><\/td>\nOptional field describing why the cardholder did not accept the chargeback defense.<\/td>\n<\/tr>\n
preArbReason<\/code><\/td>\nIssuer's reason for declining the chargeback defense and initiating pre-arbitration.<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n\n<\/div>\n\n

Reason code 13.x<\/h2>\n

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<\/a>).<\/p>\n

Chargeback stage<\/h3>\n
\n \n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n
issuerComments<\/code><\/th>\nDescription<\/th>\n<\/tr>\n<\/thead>\n
type<\/code><\/td>\nchargeback<\/code><\/td>\n<\/tr>\n
attemptedReturnDate<\/code><\/td>\nThe date the cardholder attempted to return the merchandise.<\/td>\n<\/tr>\n
cancellationDate<\/code><\/td>\nThe date on which the cardholder claims to have cancelled the purchase.<\/td>\n<\/tr>\n
cancellationMethod<\/code><\/td>\nDescribes why or how the cardholder chose to cancel the purchase.<\/td>\n<\/tr>\n
chReceivedOrExpectedMerchandise<\/code><\/td>\nThe date the cardholder received or expected to receive the merchandise.<\/td>\n<\/tr>\n
creditVoucherOrTransactionReceiptDate<\/code><\/td>\nThe date the cardholder received the credit or voided transaction receipt that has not been processed.<\/td>\n<\/tr>\n
damagedOrDefectiveOrderInfo<\/code><\/td>\nDescribes what was purchased and how it was damaged or defective.<\/td>\n<\/tr>\n
dateOfService<\/code><\/td>\nThe date the cardholder received or expected to receive the services.<\/td>\n<\/tr>\n
descCounterfeitMerchandise<\/code><\/td>\nDescription of the counterfeit merchandise.<\/td>\n<\/tr>\n
disputeAmountChangeReason<\/code><\/td>\nExplains why the first chargeback amount is different from the original transaction amount.<\/td>\n<\/tr>\n
expectedReceiptDateTime<\/code><\/td>\nExpected receipt date of the goods or services purchased.<\/td>\n<\/tr>\n
explanation<\/code><\/td>\nIssuer's explanation.<\/td>\n<\/tr>\n
explanationOfCreditPresented<\/code><\/td>\nIssuer's explanation of presented credit (or lack thereof), and why it does not resolve the dispute.<\/td>\n<\/tr>\n
howChAttemptReturnAndDispOfMerchandise<\/code><\/td>\nDescription of how the cardholder attempted to return the received merchandise.<\/td>\n<\/tr>\n
howMerchandiseOrServiceMisrepresented<\/code><\/td>\nThe cardholder's description of how the merchant misrepresented the merchandise or services.<\/td>\n<\/tr>\n
howTermsOfContractNotHonoredByMerchant<\/code><\/td>\nDescription of how the merchant failed to honor the terms of the contract or purchase.<\/td>\n<\/tr>\n
infoMerchandiseToBeCounterfeit<\/code><\/td>\nInformation about the entity which indicated the merchandise to be counterfeit.<\/td>\n<\/tr>\n
merchandiseOrServices<\/code><\/td>\nWhether the dispute concerns merchandise or services.<\/td>\n<\/tr>\n
merchandiseServiceReceivedDate<\/code><\/td>\nThe date the cardholder received the merchandise or services.<\/td>\n<\/tr>\n
merchandiseWasCounterfeitDate<\/code><\/td>\nThe date the cardholder received the merchandise or received notification that the merchandise was counterfeit.<\/td>\n<\/tr>\n
note<\/code><\/td>\nGeneral comments or explanation as to why the first chargeback was initiated, may be used in conjunction with other more specific fields.<\/td>\n<\/tr>\n
orderDetailsNotAsDescribed<\/code><\/td>\nDescribes what was purchased and how it was not as described.<\/td>\n<\/tr>\n
purchasedInfo<\/code><\/td>\nDescription of the goods or services purchased.<\/td>\n<\/tr>\n
purchasedInfoAndQualityIssue<\/code><\/td>\nDescription of what was purchased and how its quality was not satisfactory.<\/td>\n<\/tr>\n
returnedMerchandiseReceivedDate<\/code><\/td>\nThe date the merchant received the returned merchandise.<\/td>\n<\/tr>\n
returnMethod<\/code><\/td>\nThe means by which the cardholder returned the merchandise.<\/td>\n<\/tr>\n
serviceReceivedDate<\/code><\/td>\nThe date the cardholder received the services.<\/td>\n<\/tr>\n
whatWasOrdered<\/code><\/td>\nDescription of the merchandise the cardholder ordered.<\/td>\n<\/tr>\n
whatWasPurchased<\/code><\/td>\nDescription of the goods or services the cardholder purchased.<\/td>\n<\/tr>\n
whereIsMerchandiseLocated<\/code><\/td>\nThe location of the merchandise (for example in the cardholder's possession or returned to sender) at the time of filing the chargeback.<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n\n<\/div>\n\n

Pre-arbitration stage<\/h3>\n
\n \n\n\n\n\n\n\n\n
issuerComments<\/code><\/th>\nDescription<\/th>\n<\/tr>\n<\/thead>\n
type<\/code><\/td>\npreArbitration<\/code><\/td>\n<\/tr>\n
cardholderContinuesDispute<\/code><\/td>\nOptional field describing why the cardholder did not accept the chargeback defense.<\/td>\n<\/tr>\n
preArbReason<\/code><\/td>\nIssuer's reason for declining the chargeback defense and initiating pre-arbitration.<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n\n<\/div>\n\n

See also<\/h2>\n