Responding to a Collaboration Dispute

To respond to a Visa Dispute categorized as a Collaboration:

Navigate to the Dispute Inbox or the Chargeback Case Detail Screen for the desired case.
Click the Respond to Dispute button at the top of the page. A dialog box appears containing information on the dispute including payment date and amount, ARN, dispute amount, and reason code, as well as the Visa-required questionnaire. Required fields are marked with a red asterisk (*).

Select a reason why you are responding to this Consumer Dispute (Step 1):

Accept Partial
Decline

If you selected Accept Partial above, enter the Acceptance Amount and a brief Explanation for why you are only accepting partial liability.
Select a Response reason:
- Cardholder no longer Disputes
- Invalid Dispute
- Credit Processed
- Compelling evidence (only seen with certain condition codes)
Supplementary fields may appear based on the Response reason you choose, as well as other options you choose for each dispute scenario.
If you selected Compelling Evidence as a reason for initiating the Pre-Arbitration, select one of the Compelling Evidence Types from the drop-down list (available types depend on the condition code), and complete any additional required fields. See the table below for information on each of the Compelling Evidence Options available.
Complete any additional fields, as required.
Enter further information on this dispute in the Notes field (Step 2).
Select support document(s) from the list provided (Step 3) that are related to the case by clicking the checkbox in the Select column.
If there are no documents listed, or you need to attach additional support document(s), click the button. See Attaching Support Documents to Your Case for more information.
Click Submit.

The table below describes all categories/types that are available when you choose Compelling Evidence as a response reason. Available options depend on the condition code.

Compelling Evidence Options
Category /Type	Notes
Photographic or email evidence Documentation to prove cardholder is in possession of and/or using the merchandise or services.	Provide photographs, emails, or other evidence that the cardholder (or someone associated with the cardholder) is in possession of the item and/or is using the merchandise or services.
Signed Delivery form, or copy of/details of identification from cardholder as proof goods were picked up at merchant location	Provide any of the following when the purchased item is picked up at your store/location: Copy of identification presented by the cardholder. Details of identification presented by the cardholder. Image of cardholder signature on the pick-up form.
AVS of Y or M and proof of delivery (date and time)	Provide documentation to prove that the item was delivered to the same address for which you received an Address Verification Service (AVS) match of Y (match) or M (international match). A signature is not required as evidence of delivery.
Digital goods download with time and date	For digital goods downloaded from your website or application, provide a description of the item or services successfully downloaded, the date and time such services were downloaded, and two or more of the following: Purchaser’s IP address and the device geographical location at the date and time of the transaction. Device ID and name of device. Purchaser’s name and email address linked to the customer profile held by the merchant. Evidence that the profile set up by the purchase on the merchant’s website or application was accessed by the purchaser and has been successfully verified by the merchant before the transaction date. Proof that the merchant’s website or application was accessed by the purchaser and has been successfully verified by the merchant before the transaction date. Evidence that the same device and card used in the disputed transaction were used in a previous transaction that was not disputed.
Delivery to cardholder at place of employment	Provide evidence that the merchandise was delivered to the cardholder’s place of employment and that, at the time of delivery, the cardholder was working for the company at that address. A signature is not required as evidence of delivery.
T and E Loyalty transactions related to purchase	Provide details of a Travel and Entertainment (T&E) loyalty program where rewards were earned and/or redeemed, including address and telephone number, that establishes a link to the cardholder.
T and E Subsequent purchases made throughout service period	Provide evidence that an additional transaction(s) tied to an initial Travel and Entertainment (T&E) loyalty transaction were not disputed.(e.g., the purchase of T&E service upgrades or subsequent purchases made throughout the T&E service period).
Passenger Transport proof ticket was received, scanned at gate or other transaction related to original (e.g. frequent flyer miles)	Provide any of the following to prove that services were provided for a passenger transport transaction: Proof that the ticket was received at the cardholder’s billing address. Evidence that the ticket or boarding pass was scanned at the gate. Details of frequent flier miles relating to the disputed transaction that were earned or redeemed, including address and telephone number, that establishes a link to the cardholder. Evidence of any of the these additional transactions related to the original transaction: purchase of seat upgrades, payment for extra baggage, purchases made on board the passenger transport.
Evidence of one or more non-disputed payments for same merchandise or service	Provide evidence of a non-disputed payment for the same merchandise/service. Applicable to Reason 10.4 only with Device Id/Device Fingerprinting and Customer Account or Login ID Details options.
Signed mail order/phone order form	Provide a signed order form for a mail order or phone order transaction.
Wallet set up transaction, other transactions contained all wallet-related data	Applicable to Visa Europe only.
Recurring transaction with binding contract or previous undisputed recurring transactions and proof the cardholder is using the merchandise or service	Provide each of the following for a recurring transaction: Evidence of a legally-binding contract held between the you and the cardholder. Proof the cardholder is using the merchandise or services. Evidence of a previous transaction that was not disputed.
Transaction was completed by member of cardholder’s household.	Provide evidence that the transaction was completed by a member of the cardholder's household or family.
Flight manifest with corresponding purchase itinerary record	Provide evidence for Airline transactions involving a European Member, showing that the name is included in the manifest for the departed flight matches the name provided on the purchased itinerary.
Virtual card transaction at a lodging merchant.	Provide documentation to prove that the transaction was completed.