Handle a Visa dispute representment with compelling evidence

Steps

1. Receive the chargeback from your acquirer including the dispute reason code (e.g., 10.4 for card-absent fraud, 13.1 for merchandise not received); identify the specific evidence requirements for the reason code under Visa's dispute rules.
2. Gather compelling evidence: for fraud disputes this may include prior undisputed transaction history from the same card, device fingerprint matches, IP address history, or signed delivery confirmation; for services disputes it may include correspondence, terms of service acceptance, and usage logs.
3. Prepare the representment package with a rebuttal letter that explicitly addresses each element of the cardholder's claim and maps each piece of evidence to a specific counter-argument.
4. Submit the representment through your acquirer's dispute portal or API within the representment deadline (typically 30 calendar days from the dispute processing date); include all evidence files in the accepted format (PDF preferred).
5. Monitor for the second presentment: if the issuer re-presents after your representment, you have the option to accept the liability or escalate to pre-arbitration within the next deadline window.
6. Track representment win rates by reason code to identify patterns and improve prevention strategies (e.g., adding delivery confirmation for shipment-related disputes).