Best Practices for Resolving Disputes

To improve dispute resolution outcomes and increase win rates, follow these best practices:

• Deactivate Compromised Cards Immediately
  Once a card is reported lost or stolen, deactivate it promptly to prevent further unauthorized transactions. Submit the dispute as soon as it is initiated.
  
  
• Collect Complete Information
  Gather detailed information from the cardholder, including a clear explanation of the issue and secure the cardholder’s attestation.
  
  
• Provide Strong Supporting Documents
  Submit comprehensive evidence such as receipts, merchant communications, and transaction timelines. Incomplete or insufficient documentation may reduce the likelihood of a successful outcome.
  
  
• Contact the Merchant First (Collaboration Disputes)
  For disputes related to goods or services, the cardholder must first attempt to resolve the issue directly with the merchant. This may result in a refund without escalating to a formal dispute.
  Proof of communication (e.g. email correspondence) is required to proceed with a collaboration dispute.

Important:

A maximum of 15 fraud disputes can be initiated against the same card number.