Users with the Manage Cards user permission can raise a dispute against a cardholder's transaction via the web portal. See our Raise a dispute Help Article for steps on starting your dispute.
By raising a merchandise not as described dispute, you're advising that the cardholder received the merchandise, but it didn't match what was advertised or was defective.
Once you've selected 'Merchandise Not As Described' as the reason for the dispute, additional fields will appear for you to populate and amend accordingly.
Note:
To ensure the best possible outcome of raising a dispute, we strongly recommend you complete all fields within the dispute form.
By submitting a dispute request, all information provided must be accurate and truthful. Any false or misleading information could result in the rejection of the dispute. By providing all the relevant information, there's no guarantee that the dispute will be resolved successfully.
Visa’s decision is final.
The following information is a guide for the information required to raise a merchandise not as described dispute:
Amount - the original transaction amount will be pre-populated. You can amend this amount to the value required.
Received Date - the date the cardholder received the product.
Return Status - select if the return has been successful or if it's been rejected by the merchant.
Returned Date - the date the cardholder returned the product.
Return Description - provide a detailed description of the product, including any quantities, colours and confirm how the product was returned, etc.
Explanation - provide full detail for the reason behind the merchandise not as described dispute, including: the timelines of communication with the merchant, the reason for raising the dispute and any additional evidence or actions you've undertaken before raising the dispute.
Additional Documentation - upload a supporting PDF or JPG of the purchase and/or any communications you've had with the merchant.
Once you've completed the Dispute form, click Save & Submit. Alternatively, click Save Draft if you need to come back and populate further information before submitting the dispute.
Note: Once you've submitted the dispute, you're unable to amend any further details or cancel the dispute.