Reason code

Visa reason code 12.5 is used when the cardholder claims they were charged an amount different from what they agreed to at the time of purchase. This can happen due to keying errors, incorrect tax or tip calculations, system glitches, or miscommunication about pricing.

Even if the transaction was otherwise valid, charging more—or even less—than the authorized amount can result in a chargeback. To successfully challenge this type of dispute, merchants must provide clear proof of the agreed-upon total and how it was calculated.

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If the charged amount matches what the customer authorized, submit documentation proving that agreement:

• Include signed receipts, order confirmations, or checkout screenshots showing the total
  
  
• Provide breakdowns of tax, tips, or add-ons to explain the final amount charged
  
  

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Confirm the transaction total clearly at the point of sale or checkout:

• Use automated systems to calculate and display totals before the card is charged

• Train staff to verify the final amount with the customer and obtain a signature or digital approval