12.3 – Incorrect Currency
Why did I receive this dispute?
You mismanaged dynamic currency conversion—you either applied DCC after the cardholder declined it or you didn’t give the cardholder the chance to opt-out. Or, the currency you used to process the transaction doesn’t match what you sent through VisaNet.
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 a dynamic currency conversion transaction was processed correctly, provide documentation that proves either the cardholder actively chose DCC or that DCC wasn’t applied to the transaction.
- If you processed the transaction in the correct currency, provide documentation that proves the transaction currency.
- 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?
- Don’t automatically apply Dynamic Currency Conversion (DCC) to to transactions. Give customers the option to select the service if they are interested, but don’t require its use.
- Have systems in place to manage multiple currencies. Make sure staff are trained on procedures.