12.3 – Incorrect Currency

By September 18, 2018Reason Code, Visa

Dispute Condition Code

12.3

Category

Processing Errors

Workflow

Why did I get this dispute?

You mismanaged dynamic currency conversion—you either applied DCC after the cardholder declined it or you didn’t give the cardholder the chance to opt-out. Or, the currency you used to process the transaction doesn’t match what you sent through VisaNet.

How long can the issuer wait to file this dispute?

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 this dispute?

  • If a dynamic currency conversion transaction was processed correctly, provide documentation that proves either the cardholder actively chose DCC or that DCC wasn’t applied to the transaction.
  • If you processed the transaction in the correct currency, provide documentation that proves the transaction currency.
  • 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 this dispute in the future?

  • Don’t automatically apply DCC to transactions. Give customers the option to select the service if they are interested, but don’t require its use.
  • Have systems in place to manage multiple currencies. Make sure staff are trained on procedures.

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