10.2 – EMV Liability Shift Non-Counterfeit Fraud

By September 18, 2018Reason Code, Visa

Dispute Condition Code

10.2

Category

Workflow

Why did I get a dispute with Visa reason code 10.2?

The cardholder has a PIN-preferring chip card, but you didn’t use a chip-reading device to process the transaction or used a chip-reading device that wasn’t PIN compliant. Now, the cardholder claims the purchase was unauthorized.

How long can the issuer wait to file a dispute with Visa reason code 10.2?

The maximum amount of time that can pass between the transaction processing date and the dispute processing date is 120 calendar days.

What do I need to fight a dispute with Visa reason code 10.2?

  • If you processed the transaction with a PIN-compliant chip-reading device, provide documentation that proves the transaction was processed correctly.
  • If you have already processed a refund for the transaction in question, provide documentation that proves you have credited the cardholder’s account.
  • If the cardholder no longer wishes to dispute the transaction, provide documentation that proves the issue has been resolved.

How can I avoid a dispute with Visa reason code 10.2 in the future?

  • Only use EMV-compliant terminals.
  • Always use the correct cardholder verification method—signature, PIN, etc.
  • Create an electronic or manual imprint for every card-present transaction.

More VISA Reason Codes

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