Effective April 20, 2013, Visa will be updating the International Operating Regulations to allow additional as well as clarify the types of compelling evidence that can be used during the dispute resolution process. Compelling evidence can be provided during the representment stage to allow the merchant the opportunity to show that the cardholder participated in the transaction. Compelling evidence does not mandate that the cardholder participated in, received goods or services, or benefited from the transaction.
Allowable Compelling Evidence examples:
Evidence, such as photographs or e-mails, to prove a link between the person receiving the merchandise and the cardholder, or to prove that the cardholder disputing the transaction is in possession of the merchandise.
For a card-not-present transaction in which the merchandise is delivered, documentation (evidence of delivery and time delivered) that the item was delivered to the same physical address for which the merchant received an AVS match of “Y” or “M.” A signature is not required as evidence of delivery.
For a transaction in which merchandise was delivered to a business address, evidence that the merchandise was delivered and that, at the time of delivery, the cardholder was an employee of the company at that address (e.g. confirmation that the cardholder was listed in the company directory or had an email address with the company’s domain name). A signature is not required as evidence of delivery.
For a Mail/Phone Order transaction, a signed order form.
Please refer to the Visa International Operating Regulations after April 19, 2013 for specific details.