Support & Advice

Contacts:

National Office Contact & Service: USA

Ralph Prado

5111 N 10th St, Suite 186

McAllen, Texas 78504

(888) 604-3443

South Texas Office & Service

Ramiro R Medrano

15843 State Highway 107

Harlingen, Texas 78552

(956) 244-0130

Local area coverage. Harlingen, San Benito, Brownsville, La Feria, Mercedes, Weslaco, Donna, Alamo, San Juan, McAllen, Edinburg, Mission, Roma, Rio Grande City, Raymondville, Rio Hondo, Port Isabel, South Padre Island, Kingsville, Falfurrias, Alice, Laredo, Corpus Christi

Resources:

Mastercard

Merchant Rules

Interchange Rates

Excessive Chargebacks

Visa

Interchange Rates

Dispute resolution basics

Visa and its card issuers and acquirers have in place an efficient dispute resolution process. As part of this process, it is highly critical that all merchants respond swiftly to copy requests and chargebacks. 

A copy request (also known as a retrieval request) is made by the card issuer to your acquirer when a copy of the sales receipt is needed for a particular transaction. 

If you take a moment now, view your Merchant Account Agreement and identify the Retrieval Request charge. This fee coincides with a chargeback issue.

A chargeback is the reversal of the dollar value (financial liability), in whole or in part, of a particular transaction by the card issuer to the acquirer, and usually, by the merchant bank to the merchant. For the merchant business (your business), chargebacks can be costly. You may lose both the dollar amount of the transaction being charged back and the related merchandise. You also incur your own internal handling costs to process a chargeback.

What triggers a chargeback?

Chargebacks arise for many reasons, primary among which are customer disputes, fraud, processing errors, authorization issues, and non-fulfillment of copy requests. Many types of chargebacks result from easily avoidable mistakes and omissions—so, the more you know about proper procedures, the less likely you will be to inadvertently do, or fail to do, something that might result in a chargeback. Of course, chargebacks are not always the result of something merchants did or did not do; sometimes errors are made by acquirers, card issuers, and cardholders. 

Merchant Resources

Rules for Visa Merchants (VRM 08.12.06), is an excellent resource for helping merchants better understand and comply with dispute resolution requirements and procedures. Merchants can also place an order for the guide directly by calling Visa Fulfillment at (800) VISA-311. 

Learn more

Read additional information about keeping your customers safe online. 

Copy Requests
Chargeback Cycle
Preventing Chargebacks