Consumer Disputes
30 Cardholder Request Due to Dispute
Details
Visa reason code 30 is a preliminary request for documentation initiated by the issuer at the cardholder’s request. It typically indicates that the cardholder has a concern about a transaction and wants to review more details before moving forward with a formal dispute or chargeback.
This is an opportunity for the merchant to provide evidence early in the process and potentially prevent a chargeback from occurring. Timely and thorough documentation can resolve the cardholder’s concern and close the inquiry without financial impact.
Timing to raise the dispute (Issuer/Cardholder)
Timing to respond to the dispute (Acquirer/Merchant)
How to respond?
Respond quickly with documentation that clearly supports the transaction:
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Provide receipts, order confirmations, or service agreements signed or acknowledged by the cardholder
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Include delivery confirmation, AVS/CVV match, or communication records that validate the purchase
How to prevent?
Be prepared for documentation requests with solid record-keeping:
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Store receipts and digital confirmation records in an organized, easily accessible system
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Make sure billing descriptors are clear and match the customer-facing brand