Reason Code 13.2 – Cancelled Recurring Transaction

The maximum amount of time that can pass between the transaction processing date and the dispute processing date is 120 calendar days.

• If you fulfilled the cancellation request but services were used before the cancellation, provide documentation that proves the charge covers services used after the last billing cycle but before cancellation.
• If the dispute is invalid, provide documentation that proves the reasoning: the transaction was part of an installment payment plan or the transaction wasn’t a recurring 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.

• Make sure qualified cancellation and non-renewal requests are fulfilled promptly.
• Send a notification after you’ve cancelled the recurring payment.
• If new fees are incurred after the cancellation, communicate with the cardholder about how those charges should be handled.
• Clearly and concisely communicate your cancellation policy and make it easy for customers to find the information.
• Remind customers of upcoming charges, especially if a significant amount of time passes between each recurring billing cycle.
• Use Visa Account Updater to replace outdated cardholder information with new data before you process the next recurring transaction.