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How to Handle VISA Disputes with PbN Payments
How to Handle VISA Disputes with PbN Payments
Alyssa Elso avatar
Written by Alyssa Elso
Updated this week

When a chargeback is initiated, navigating the VISA dispute process effectively and on time is crucial to resolving it in your favor. Here's an easy-to-follow breakdown of the steps:


1. Notification of Chargeback (NoC)

  • What Happens: You’re notified that a chargeback is being initiated.

  • Your Action: Prepare and submit defense documents or accept the dispute.

  • Key Point: The chargeback amount is usually debited from your account a few days after receiving the notification.


2. First Chargeback

  • What Happens: The disputed amount is withdrawn from your account.

  • Your Action: Upload defense documents within 18 days, or accept the chargeback.

  • Key Point: If you fail to act, this becomes the final stage.


3. Information Supplied

  • What Happens: PbN submits your defense documents to the card scheme.

  • Key Point: Once submitted, the documents cannot be modified.


4. Pre-Arbitration

  • What Happens: If the issuer rejects your defense, they escalate the dispute to Pre-Arbitration within 30 days of the defense submission.

  • Key Point: No arbitration can be requested after this stage.


5. Pre-Arbitration Outcomes

  • If Won: The issuer accepts your defense, and the chargeback is resolved in your favor.

  • If Lost: The dispute remains unresolved, and the chargeback is finalized.


6. Chargeback Reversed

  • What Happens: If the chargeback is resolved in your favor, the disputed amount is credited back to your account.

  • Key Point: This is the final resolution of the dispute.


Submitting Defense Documents

To ensure your defense is processed without delays, follow these file format and size requirements:

  • JPG: Max file size 10 MB

  • TIFF: Max file size 10 MB

  • PDF: Max file size 2 MB

  • Mastercard Rules: Defense documents must not exceed 19 pages.


Documents Needed for a Strong Dispute Defense

Include these documents based on the reason for the chargeback:

General Documents:

  • Invoice and service description.

  • Proof that credits/refunds were issued but not addressed by the issuer.

  • Evidence the cardholder used the service and didn’t cancel per your policies.

  • Terms and conditions agreed upon (include screenshots, not links).

Specific Scenarios:

  1. Already Paid:

    • Proof the cardholder hasn’t paid.

    • Evidence of refunds issued.

    • Relevant email communications or agreements.

  2. Canceled Services:

    • Proof the cardholder agreed to your cancellation policy.

    • Evidence services were used before cancellation.

    • Documentation of a cancellation request with services provided until that date.

  3. Canceled Transaction:

    • Invoice, service description, and confirmation email.

    • Proof the service was provided (emails, invoices).

    • Evidence of service usage and previous, non-disputed payments.

    • Verification details like CVV checks, IP address, or device ID.

  4. Canceled Recurring Transaction:

    • Proof the cardholder agreed to your cancellation policy.

    • Evidence services were used before cancellation.

    • Documentation showing the cardholder requested a cancellation for a different date.

    • Proof the cardholder showed continued interest in the service.

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