12.4 – Incorrect Account Number
Why did I receive this dispute?
You posted the transaction to an incorrect or nonexistent account number.
How long can the issuer wait to file a dispute?
For U.S. domestic transactions, the dispute timeline can be based on one of two start dates. Either the dispute must be processed within 120 calendar days of:
- the transaction processing date, or
- the transaction adjustment date for an ATM cash disbursement or PIN-authenticated debit transaction
For all other transactions, 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 the transaction was processed to the correct account number, provide documentation that proves the account number on the dispute is the same as the number used for the transaction.
- If the issuer claims the account number isn’t on file, provide documentation that proves the account number was authorized before the transaction was processed.
- 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?
- Always request authorization before completing a transaction.
- If an authorization request is denied, stop the transaction and ask for an alternate form of payment.
- Always swipe or dip a card—only use fall-back options in emergency situations.