No. You do not generally have disputes rights if you cannot use or access services made available by a merchant as long as the merchant has properly disclosed its terms and conditions. This also applies to non-airline merchants, such as hotels and other venues that kept their obligations to deliver services.
We suggest you attempt to resolve the dispute directly with the merchant.
No, you do not have dispute rights if you chose not to use services made available by a merchant, as the merchant has fulfilled their obligations to provide the service and has properly disclosed its terms and conditions. This also applies to non-airline merchants, such as hotels and other venues that kept their obligations to deliver services.
We suggest you attempt to resolve the dispute directly with the merchant.
Generally yes. The merchant is usually responsible for providing the purchased service on the agreed upon date and you are not usually required to accept an alternate date. However, you should check the terms and conditions you have agreed to. Further, if the reason for the cancellation of the event was due to a government-imposed prohibition on proceeding with the event as originally scheduled, then you would generally not have a right to dispute the transaction. Government regulation and/or law supersedes Visa rules on dispute rights.
We suggest you attempt to resolve the dispute directly with the merchant.
No. You would not have dispute rights for the subsequent missed service.
We suggest you attempt to resolve the dispute directly with the merchant.
Yes. If the merchant fails to provide the merchandise by the expected date, you would have a valid dispute. However, you must first attempt to resolve the dispute with the merchant.
No, the dispute value which we can assist you with is limited to the value of the services not received. We suggest you raise the issue of any additional costs you have incurred with the merchant.
No. The merchant was able to provide the service and you cancelled outside of the merchant’s properly disclosed policy. Since you did not have the dispute right for a refund on the original transaction, the extension of the voucher by the merchant does not later change the dispute rights.
No, if the merchant has not provided the service due to a government-imposed prohibition, you do not have a dispute right. Government regulation and/or law supersedes Visa rules on dispute rights.
We suggest you attempt to resolve the dispute directly with the merchant.
It is generally a good idea to contact the business first. This may remind you of a purchase that you did make or a payment that you did owe them! Issues are also often able to be resolved faster by contacting the business directly.
If you need our assistance our team is here to support you. To provide us with the information we need:
Complete and sign the VISA DISPUTE FORM
Email the form to [email protected].
Please ensure you attach all supporting information you may have. For example, receipts/proof of purchase, photographs of the item/s if it’s not as described, copies of correspondence you have had with the business about the issue (e.g. email). We may also contact you to request further information if required.
It is generally a good idea to contact the business first. This may remind you of a purchase that you did make or a payment that you did owe them! In some cases (e.g. the goods haven’t been received) we will ask you to attempt to contact the business as a first step. Issues are also often able to be resolved faster by contacting the business directly.
If you need our assistance, our team is here to support you. To provide us with the information we need:
Complete and sign the VISA DISPUTE FORM
Email the form to [email protected].
Please ensure you attach all supporting information you may have. For example, receipts/proof of purchase, photographs of the item/s if it’s not as described, copies of correspondence you have had with the business about the issue (e.g. email). We may also contact you to request further information if required.
A form to enquire about an unauthorised VISA transaction form can be found in Forms, under Transaction and Enquiry forms.
Being intoxicated is generally not a valid reason to dispute a transaction if you were the one who authorised the transaction.
Yes, there is a dispute right when goods/services are not provided for any reason, including bankruptcy or other circumstances. An EXCEPTION is cancellations due to government prohibition as government regulation and/or law supersedes Visa rules on dispute rights.
We suggest you attempt to resolve the dispute directly with the merchant before initiating a dispute.
Our Visa Disputes team will review the circumstances of the dispute. If the claim falls within the Visa International Operating Regulations we will charge the transaction back to the Merchant. This is called a ‘chargeback’.
What could happen next?
The Merchant has the right to challenge the chargeback and under Visa International Operating Regulations, has up to 30 days to respond. If the Merchant provides evidence of the validity of the charge, the transaction may be re-presented back to your account.
PayPal have a Resolution Centre for PayPal disputes. Contact the PayPal Resolution Centre to dispute a PayPal transaction.
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