10.3 - Other Fraud – Card-Present Environment
Why did I receive this dispute?
The cardholder claims the transaction was unauthorized and it was either a key-entered or unattended transaction.
How long can the issuer wait to file a dispute?
The maximum amount of time that can pass between the transaction processing date and the dispute processing date is 120 calendar days.
What compelling evidence is needed to respond?
- If you obtained an electronic imprint for a face-to-face transaction, provide documentation that proves the transaction was authorized by the cardholder.
- If you have an imprint and a PIN for an unattended transaction, provide documentation that proves the transaction was authorized by the cardholder.
- If the transaction includes a card-present transaction and a subsequent key-entered transaction, provide documentation that proves all transactions took place during the same stay, trip, or rental period and a valid imprint for the first card-present transaction.
- If you have already processed a refund for the transaction in question, provide documentation that proves you have credited the cardholder’s account.
- If the cardholder no longer wishes to dispute the transaction, provide documentation that proves the issue has been resolved.
How can I avoid this dispute in the future?
- Use fallback options—like manually entering transaction data—as a last resort.
- If you do perform a key-entered transaction, make a manual imprint of the card.
- Make sure you differentiate between card-absent and card-present transactions during clearing by noting internet phone, or mail orders.