12.5 – Incorrect Amount

By September 18, 2018Reason Code, Visa

Dispute Condition Code

12.5

Workflow

Why did I get a dispute with Visa reason code 12.5?

The cardholder claims the transaction amount is incorrect.

How long can the issuer wait to file a dispute with Visa reason code 12.5?

For U.S. domestic transactions, the dispute timeline can be based on one of two start dates. Either the dispute must be processed within 120 calendar days of:

  • the transaction processing date, or
  • the transaction adjustment date for an ATM cash disbursement or PIN-authenticated debit transaction

For all other transactions, 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 12.5?

  • If the transaction amount is correct, provide documentation that proves the cardholder consented to the payment total.
  • If the dispute is invalid, provide documentation that proves the reasoning: you have the right to alter the transaction amount, a T&C charge amount differs from what was quoted, the transaction was for a no-show fee.
  • 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 12.5 in the future?

  • Unless authorized, never change the amount of a completed transaction without the cardholder’s consent.
    Use caution when entering handwritten transaction information.
  • Always swipe or dip a card–only use fall-back options in emergency situations.

More VISA Reason Codes

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